Patient Services Manager

Patient Services Manager

Who we are:

The Paterson Community Health Center (PCHC) is a Federally Qualified Health Center (FQHC). PCHC is dedicated to making high-quality, affordable health care accessible to all Passaic County residents, particularly those in our underserved communities.

How you can make an impact: The Patient Services Manager is responsible for overseeing and optimizing the daily operations of the Front Desk, Call Center, Financial Screening, and Medical Records divisions. This role ensures efficient service delivery, regulatory compliance, and an exceptional patient experience.

What You Will Do:

• Oversees patient-facing operations to ensure smooth workflow, high-quality care, and exceptional patient satisfaction.
• Supervise staff, manage appointment scheduling and patient flow, coordinate services and collaborate with clinical teams to improve communication and resolve issues.
• Manage patient experience initiatives, including the resolution of concerns and complaints, ensuring timely follow-up and service recovery.
• Analyze key performance metrics to identify trends, streamline processes, and support data-driven decision-making.
• Coordinate logistics for site closures, holiday schedules, and emergency operational changes to maintain uninterrupted care.
• Oversee and assist staff with patient verification of demographics, insurance information, and contact details at the time of scheduling.
• Oversee and assist with Call Center staff communication to patients including explaining appointment requirements, preparation instructions, and what to expect during visits.
• Follow HIPAA regulations to maintain patient privacy and confidentiality.
• All other duties as assigned.

Who You Are and What You Bring:

• A bachelor's degree or a combination of a High School diploma/GED equivalent with 7 years of management and customer service experience.
• Experience in a multi-specialty clinic or hospital setting, community health center environment is preferred.
• 5 or more years of experience with high-volume call centers and medical scheduling experience.
• Proficiency with electronic health record (EHR) systems.
• Expertise with appointment scheduling best practices.
• Skilled in applying conflict-resolution and de-escalation techniques.
• Background working with underserved or diverse patient populations.
• Strong computer skills, including Microsoft Office Suite (Outlook, Word, Excel).

The Paterson Community Health Center is an equal opportunity employer and value diversity in our workforce. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Reasonable accommodations may be made to enable individuals with disabilities to perform their essential functions, as required under the Americans with Disabilities Act (ADA) or other applicable state/local law.

Pay: From $35.00 per hour

Expected hours: 35 per week

Benefits:

• Dental insurance
• Disability insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person