Manager, Patient Registration Services

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 90 sites, over 227,000 patients, and over 1.1 million healthcare visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff

Job Roles

*Builds positive relationships, inspires others to perform at a higher level, prepares career development plans and retains an accountable workforce.

*Coaches and counsels staff and administers appropriate disciplinary action in a timely manner.

*Collaborate closely with billing staff to ensure compliance with various payer requirements, cash collection and reconciliation.

*Collaborates with IT and Directors to formalize functional releases of registration changes. Updates and conducts training for developing registration systems ensuring compliance by all PSR staff.

*Conduct routine observations of PSR staff, ensuring a presence in all medical clinics. Coaches, monitors, and provides feedback to staff ensuring established processes are followed and improved as needed.

*Ensures use of AIDET principles in customer care, establishing the basis for "exceptional care" through positive, empathetic, accurate and helpful interactions with patients and their families.

*Establish initial and ongoing PSR training to include the technical and customer service-oriented requirements of the PSR position. Coordinate with Health Information Management and Accounts Receivable management to ensure cross training and ensure accurate registration, payer processes, and electronic health record management.

*Monitors and constantly improves PSR registration processes in alignment with the strategic plan and ECC/EMC developed improvement goals. Develops plans for process improvement, monitoring and auditing.

*Participates in continuous improvement activities and ensures appropriate Lean tools (i.e., 5S, A3) are deployed and results are evaluated and/or measured.

*Provides/ensures staff receive all new hire and annual trainings on time.

*Updates and implements competency-based assessments for PSR staff for use in periodic performance reviews. Provides PSR performance analysis for use by Clinic Directors and supervisors to continually track and improve performance

*Performs other duties as assigned.

Education/Certifications/Licenses/Registrations

*Ability and means to travel as needed in a timely manner within San Diego County, to locations that may have limited access to public transportation; proof of liability and property damage insurance on vehicle used is required. DRIVER REQUIREMENTS: Licensed for a minimum of 3 years; No more than 2 violations and/or accidents within 3 years; No vehicle related suspensions/reinstatements; No DUI, reckless or felony Driving with 7 years.

*At least 5 years of progressively responsible positions in the customer service field required.

*Experience in health care industry or out-patient medical clinics preferred.

*At least 5 years of supervisory experience required.

*Bachelor's degree in Public Health, Healthcare Administration, Business Administration, or closely related field required.

*Demonstrated experience in advancing a genuine customer-centered attitude and the capacity to incorporate that philosophy in user-friendly services working collaboratively with stakeholders in an interdisciplinary service environment required.

*Or equivalent combination of education and experience that provides the skills, knowledge and ability to perform the essential job duties, and which meets any required state or federal certification requirements.

Experience/Specialized skills (including Language)

*Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment.

*Demonstrated strong analytical and critical thinking skills related to increasing operational efficiency.

*Demonstrated ability in the use of Microsoft Office Suite applications to analyze a wide range of metrics in developing reports and information.

*Demonstrated ability to create useful, actionable reports from data.

*Bilingual (English/Spanish) preferred.

*Demonstrated ability to maintain good working relationships with employees, coworkers, and departments.

*Exceptional organizational skills, attention to detail, time-management skills, and strong motivation to meet deadlines and achieve goals.

*Strong written and verbal communication skills.

*Knowledge of developing and implementing training programs.

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits or potential bonuses.

If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and/or experience. In addition to these factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package (more information on our benefits offerings is available here: FHCSD Wellness - Employee Hub (gobenefits.net)