Manager, Patient Experience

Description

Who We Are

At Eye Center of Northern Colorado, a Panorama Eyecare company, we create centers of excellence in eye care by exceeding national benchmarks for clinical quality, providing unrivaled patient experience, and by being a provider of choice within the regions we serve. We strive to be the model for “Employer of Choice” and we will accomplish this through the integration of education, research, and our commitment to excellence for all our team members. Here at Panorama Eyecare we are all about the word TEAM. 

 The Role

The Patient Service Manager for the Front Desk will contribute to the fulfillment of the Panorama Eyecare’s mission statement by leading a team of trained staff in order to ensure the Eye Center of Northern Colorado is meeting established patient service standards.

In addition to possessing the ability to perform all of the duties of the Front Desk, the manager is responsible for the following:

• Maintains service orientation with staff, patients and public by demonstrating courtesy, dignity, respect, compassion, and empathy.
• Determines procedures and positive outcomes for customer service issues.
• Acts as patient advocate in resolution of satisfaction issues and ensures the quality of patients experience in our office.
• Oversees the management and quality assurance of patient service by assisting patients with complaints and solves difficult patient problems.
• Role model for employees in all topics.
• Manages Front Desk for all Eye Center locations
• Takes initiative to implement change while maintaining focus on customers while balancing the needs of ECNC.
• Provides vision and embodies a strategic perspective.
• Keeps “open door” policy for staff within department(s) for confidential conflict resolution.
• Develops new procedures to improve the quality and quantity of work processed.
• Promotes professionalism by setting the example.
• Takes initiative to improve and develop superior management skills.
• Oversees staff schedules with department supervisors and prepares assigned staff’s timecards for payroll processing.
• Maintains an in-depth understanding of EPM and EHR systems and serves as a resource for staff questions and training.
• Performs all reporting functions as required.
• Maintains skills necessary to serve as a “core” EPM trainer.
• Works effectively and collaboratively within the department and across department lines to continuously improve and troubleshoot internal operational issues. Includes, but not limited to, issues that address patient flow, chart flow, patient satisfaction and employee training.
• Responds with flexibility to change.
• Takes initiative to ensure team efficiency.
• Understands and practices the concept of “limited resources.”
• Provides backup support to assigned staff when necessary.
• Provides backup for other Business Department supervisory staff as necessary.
• Communicates clearly both written and verbally.
• Keeps appropriate people apprised of changes in operations, policies, etc.
• Offers and accepts constructive criticism in a positive manner.
• Conducts routine department meetings allowing staff to communicate suggestions, and responds leaving integrity intact.
• Attends and participates in required meetings and committees as requested.
• Represents the Front Desk in all leadership meetings.
• Communicates effectively by seeking win/win solutions with peers, patients and physicians, and develops “buy in” with staff members.
• Maintain communication with WY Department of Health to ensure continuing care for children.
• Determines fees/discharge for patients with history of no-shows/cancellations.
• Quality Assurance:
• Demonstrates and facilitates commitment to quality patient service, efficiency, and productivity.
• Maintains confidentiality in regard to patient matters.
• Trains employees in such a way as to ensure that they can be as effective as the supervisor.
• Participates in professional development activities.
• Acquires and disseminates knowledge of and complies with established policies and procedures.
• Coordinates staff education and training.
• Conducts annual reviews in accordance with standard ECNC guidelines.
• Oversees care and upkeep of department(s).
• Assist with doctor templates as needed.
• Performs other duties as assigned.

Requirements

Who You Are

Performance/Skills Requirements:

• Ability to lead people and manage tasks.
• Knowledge of basic computer skills and application software.
• Demonstrated ability to multitask.
• Above average time management skills.
• Demonstrated knowledge of English grammar and spelling.
• Possesses exceptional customer service skills.
• Demonstrated ability to maintain confidentiality of sensitive information (HIPAA compliance).

 Additional Job Details 

• Has a Primary work location at the Panorama Eyecare home office, but floats to all Eye Center of Northern Colorado clinics as needed.
• This is a Full-Time Position.
• Compensation for this role will be $54k-$60k annually based on experience/certification.

Education/Certifications/Experience:

• Minimum of High school diploma or GED.
• Coursework in general business practices and supervisory management is preferred.
• Minimum of five years’ experience in a medical setting, preferably in an ophthalmology office.
• Minimum of three years’ experience in a supervisory role of more than ten people.

Physical Demands:

• Ability to sit for long periods of time with frequent stooping and stretching.
• Ability to lift up to 25 pounds.
• Requires the ability to distinguish letters or symbols.
• Requires eye-hand coordination and manual dexterity.
• Ability to raise hands and arms to shoulder level without restriction, pain, or discomfort.
• Ability to perform extended use of phones and computer keyboarding without pain or discomfort.

Our Growth Opportunities

At Panorama Eyecare, we care about our employee’s ability to grow within the company. Therefore, we have created career growth plans that allow employees the ability to work toward their professional growth. We encourage all employees to apply for internal openings they may be qualified for, and we welcome the opportunity to interview and coach employees on how to grow.

Our Employee Perks

• PTO Accruals Start at 3 Weeks
• Comprehensive Medical and Dental Insurance
• Company Paid Optical Allowance
• Company Paid Routine Eye Care
• Short Term and Long-Term Disability Insurances
• Educational Allowance
• Generous Paid Holiday Program
• 401K With Company Match

Join Our Team!

Embark on a rewarding journey with Panorama Eyecare and become part of a team that embodies the values of Partnership, Engagement, Excellence, and Stewardship. As an Eyecare Professional, you will not only provide exceptional patient care, but also shape the future of our practices. Together, we are transforming the eyecare landscape. Apply now and let your passion for excellence and patient well-being shine!

EEOC

Panorama Eyecare is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.