Patient Services Operations Manager

Purpose

The Patient Services Operations Manager provides strategic and operational leadership for Patient Services Representatives (PSR) and Patient Services Representatives - Lead across multiple clinical sites. In partnership with Clinic Administrators of assigned sites, this role oversees all front office operations and direct leadership of assigned staff, including day-to-day oversight of clinic schedules to meet patient access needs. The Manager is responsible for optimizing patient care delivery and supporting a positive staff experience. As a key member of the operations leadership team, this role partners with site leaders, clinical teams, and centralized departments to drive workforce development, operational excellence, and a culture of safety, accountability, and continuous improvement.

Health, Wellness & Retirement Benefits:

• Medical, Dental & Vision insurance
• Paid time off & paid holidays
• Retirement with contribution match
• Life & AD&D, pet insurance
• Employee assistance program, & more!

Compensation:

• The target wage range for this position is $68,494.40 to $84,926.40 annually.
• Final offers are individually based on various factors, including skill set, years of experience, location, qualifications, work schedule and other job-related reasons.

Primary Responsibilities:

People Leadership (50%):

• Provide direct supervision, coaching, and professional development for a regional team of 10-25 PSR, including PSR Leads.
• Lead recruitment, onboarding, training, evaluations, and corrective actions with HR and site leaders; coordinate and support onboarding and performance of staff including float pool staff and volunteers at assigned clinics.
• Conduct regular 1:1 meetings to support staff growth, retention, and performance.
• Foster a high-trust, inclusive work environment that encourages open dialogue, collaboration, and innovation.
• Monitor and adjust staffing and FTE levels across clinics based on operational needs, including same-day coverage coordination and long-term staffing planning. Collaborate with Clinic Administrators on scheduling, timekeeping, and workforce planning.
• Ensure direct reports complete required training, competencies, and documentation.
• Facilitate training and support staff in pursuing advanced skills and leadership pathways.
• Lead and/or facilitate staff and team meetings, including but not limited to creating agenda, tracking deliverables and minutes.

Operations Management (50%):

• Participate in organizational planning and policies or procedure development with central Operations team and leadership.
• Implement and monitor standardized workflows for all Patient Services front office operations, ensuring alignment with organizational standards and regulatory requirements.
• Monitor and adjust staffing across clinics based on operational needs, including schedule creation, same-day coverage coordination, and long-term planning.
• Ensure compliance with cash handling procedures and complete daily reconciliation.
• Complete required Front Office process and financial reports in a timely manner.
• Develop training materials and tools for staff. Conduct monthly Revenue Cycle Front Office operations training for new and current staff, in partnership with Director of Revenue Cycle and peer leaders.
• Use data and feedback to identify process improvement opportunities. Lead and/or support implementation of solutions to improve patient services operations efficiency, patient access, and clinical quality.
• Work with assigned clinic Lead teams to plan for long-term patient and staff needs, resources, and process improvements.
• Support resolution of patient issues and/or complaints in a timely manner. Escalating to site leadership, as needed, to ensure effective outcomes.
• Champion a culture of equity, safety, and continuous improvement that aligns with Neighborcare's mission and core values.
• Partner with assigned clinic site lead team during annual budgeting.

Required Skills:

• Knowledge of HIPAA and confidentiality regulations as they apply to patient and staff information
• Knowledge of electronic medical records (Epic preferred), including navigation, task management, and basic reporting
• Knowledge of principles of standardized clinical workflows and performance improvement
• Knowledge of culturally responsive practices and an understanding of how identity (race, ethnicity, gender, etc.) intersects with patient and staff experience
• Intermediate knowledge of front office operations, including patient check-in, registration, and point-of-service collections
• Intermediate knowledge of insurance reimbursement processes, including eligibility verification and authorization workflows.
• Knowledge of customer service principles, including service recovery techniques for resolving patient and staff concerns professionally and empathetically

Required Abilities:

• Ability to maintain confidentiality and comply with HIPAA and privacy regulations
• Ability to supervise, coach, and support development for large or dispersed teams (10-25 staff)
• Ability to lead and manage through change, including the implementation of standardized workflows
• Ability to de-escalate concerns, resolve issues, and maintain professionalism in high-pressure situations
• Ability to assess, prioritize, and respond to competing operational needs in a fast-paced, high-pressure clinical environment
• Ability to navigate interpersonal and performance-related concerns with empathy, discretion, and professionalism
• Ability to work effectively with individuals from diverse backgrounds, including across racial, ethnic, cultural, gender identity, and socioeconomic lines
• Ability to adapt and remain resilient in response to staffing fluctuations, evolving priorities, and process changes
• Ability to work evenings and weekends, as needed

Preferred Skills:

• Electronic medical record experience. Experience with Epic preferred.
• Experience supervising across multiple clinic locations or service lines

Education/Experience Requirements:

• AA Degree or equivalent; or high school diploma or GED
• 2 years of leadership in a professional setting

Preferred Requirements:

• Bachelor's Degree
• 2 years of leadership experience in medical or dental clinic, specifically overseeing one or more of the following functions: patient check-in, patient scheduling

About Neighborcare Health:

Since 1968, Neighborcare Health has been removing barriers to health care for our neighbors. We believe everyone deserves a place to call their health care home, where a team of medical, dental and mental health professionals work in collaboration with each patient to develop a personal health improvement plan.

We are one of the largest providers of primary medical, dental and behavioral health care services in the Seattle area serving low-income and uninsured families and individuals, seniors on fixed incomes, immigrants, and people experiencing homelessness. Each year we care for nearly 60,000 patients at our nearly 30 non-profit medical, dental and school-based clinics. We ask everyone to pay what they can, but no one is turned away due to inability to pay.

Our clinics are located in neighborhoods where health disparities are the greatest, and our care teams, who speak over 55 languages and dialects, are as diverse as our patients. No matter who you are, or where you come from, regardless of your insurance, income or immigration status, you are welcome at Neighborcare Health.

Learn more about us here.

The full job description is available upon request