Patient Relations Manager - Medicaid Arizona

Job Description
Position: Patient Relations Manager
Location: In-office & Field (Not a remote job)
Reports to: Office Administrator / COO
Pay Status: Salary: $70,000 (range) + Bonus
Schedule: Full-Time

Job Summary

As the Patient Relations Manager, you will play a pivotal role in the day-to-day operations of a growing home healthcare organization, with a focus on caregiver services under Arizona Medicaid (AHCCCS/ALTCS) programs. You will be responsible for ensuring exceptional client experiences and fostering strong relationships with referral sources, case managers, clients, and families.

Working collaboratively with clinical, intake, and scheduling teams, you will help drive patient satisfaction, caregiver retention, compliance, and program growth throughout Arizona. Your focus will be on enhancing the client experience, strengthening referral partnerships, supporting caregiver engagement, and contributing to continuous operational improvement.

Educational / Professional Experience and Knowledge and Abilities

• Bachelor’s degree in Healthcare Administration, Business Management, or a related field preferred
• Proven experience in patient relations, customer service, or healthcare management, with at least one year in a leadership or supervisory role
• Strong understanding of home care services and the unique needs of patients receiving care in the home setting
• Working knowledge of Arizona Medicaid (AHCCCS) and ALTCS programs preferred
• Strong organizational and multitasking abilities
• Excellent interpersonal and communication skills
• Ability to lead and inspire a diverse team, fostering a culture of collaboration, accountability, and continuous improvement
• Familiarity with healthcare regulations, EVV requirements, and compliance standards related to Arizona home care services
• Proficiency in using technology and data analytics tools for performance monitoring and decision-making
• Demonstrated commitment to patient advocacy, empathy, professionalism, and ethical conduct
• Ability to adapt to a dynamic and fast-paced growth environment

Responsibilities

• Serve as a primary advocate for clients and their families, ensuring their needs are met and their voices are heard throughout the care journey
• Build and maintain strong relationships with case managers, referral sources, AHCCCS/ALTCS representatives, clients, families, caregivers, and community stakeholders
• Address client complaints and concerns promptly and empathetically, working toward resolution and preventing recurrence
• Develop and implement communication strategies to keep clients and families informed regarding care plans, service updates, and program requirements
• Collaborate with leadership to identify staffing needs to consistently meet client demand
• Execute recruitment strategies to attract qualified caregivers for AHCCCS/ALTCS clients
• In conjunction with the Office Administrator, conduct interviews, assess candidates, and make hiring recommendations
• Collaborate with intake and scheduling teams to manage new client admissions, ensuring proper authorization, documentation, and service alignment
• Ensure optimal staff allocation to meet client needs while maintaining high-quality service delivery and continuity of care
• Work closely with clinical services, field staff, intake, and scheduling coordinators to enhance the overall client experience
• Monitor satisfaction trends, retention metrics, and service performance indicators to drive continuous improvement
• Represent the organization in the community, participating in outreach efforts and partnership-building initiatives
• Stay informed on Arizona state regulations, AHCCCS/ALTCS policies, and privacy standards, ensuring full compliance at all times

Organizational Commitment
We are committed to delivering exceptional care and service, ensuring that both staff and clients experience respect, professionalism, and attention to detail in every interaction. This includes:

• Cultivating enduring relationships built on mutual respect
• Establishing trust with clients through exemplary conduct
• Creating an environment where clients feel supported and valued
• Delivering high-quality service
• Interacting with every client in a manner that honors their dignity and worth
• Prioritizing timely communication to support client needs