Patient Services Supervisor

Get ready for something extraordinary! Picture this - You've got 6 weeks of paid time off in your first year (divided into different categories), plus 12 days of paid holidays. That's just the beginning of the perks at Vivent Health. There is 401k with 100% employer match up to 5%, 12 weeks of fully paid parental leave, employer subsidized medical, dental, vision benefits, and gender-affirming care benefits. And that's not even scratching the surface. Our complete package also includes employer paid short and long-term disability, tuition reimbursement, certification, and licensure assistance, and so much more. We also offer benefits for part-time roles!

But here's the real deal. Your journey with Vivent Health isn't just a job. It's a chance to join an organization dedicated to fostering a workforce that reflects diverse backgrounds, perspectives, and experiences. This makes you a part of something bigger and enables you to have a meaningful impact in our communities and the lives of the amazing patients we serve.

Here are a few highlights of what working at Vivent Health may offer you:

• Equity Practices: Fair treatment, access, and opportunities for all employees, creating an environment where everyone feels valued, respected, and empowered to contribute.
• Professional Growth: Opportunities for professional development and advancement, along with training programs and events that promote cultural competence, unconscious bias training, and awareness.
• Collaboration on an inter-disciplinary team: Within our integrated HIV care and prevention model, we employ a high level of collaboration across disciplines. That means that, in your role, you will have the opportunity to be exposed to whole person-care across medical, behavioral health, pharmaceutical, research, and more!
• Delivery of quality patient care: Our integrated HIV care and prevention model is proven to help patients achieve positive health outcomes.

Working at Vivent Health, you can truly serve the underserved and become an impactful part of their health journey.

Position Purpose

The Patient Services Supervisor (PSS) ensures that customer service standards are met throughout the Vivent Health HIV Medical Home and is responsible for overseeing Patient Services Representatives (PSRs), assuring that pre-clinical workflows operate efficiently, that patients and clients have positive experiences with Vivent Health Services. In conjunction with the site Practice Manager, the PSS will serve as a primary resource for addressing and resolving client and patient concerns. The PSS also assists patients and clients in understanding their responsibility regarding clinic billing and provides insight on financial assistance programs, including Ryan White and marketplace insurance enrollment.

Essential Functions

• Supervision of the Patient Services Representatives.
• Responsible for the delivery of the highest quality customer service, and optimal patient experience.
• Work collaboratively with other members of the Medical Center team to address patient concerns, identify and implement enhancements to service, and develop quality patient education through collaboration with other Vivent Health staff and community resources.
• Manages all front desk operations, including registration, payments, scheduling, and phone coverage.
• Ensure that all functions necessary for revenue cycle workflows are completed efficiently and accurately and work collaboratively with the Practice Manager and to address any issues or changes.
• Assists with the implementation and coordination of Vivent Health's patient recruitment and retention strategies to maintain/increase patient enrollment.
• Provides supervision to PSRs to assure that all duties relative to scheduling, preauthorization, co-pay collection, etc. are performed consistently and accurately Patient Services Supervisor.
• Ensures the delivery of professional, patient-centered service by Vivent Health PSR staff; holds staff accountable to service standards.
• Provides back up for PSRs in case of absence or vacancy.
• Informs patients of available services and helps link them to appropriate care.
• Meets with patients and clients to resolve issues and escalates as needed. Helps to diffuse upset and facilitate dialogue to resolve conflicts.
• Provides education and resources for patients and serves as a resource for reviewing and explaining non-clinical materials.
• Participates in the creation and updating of clinic materials to assure they meet the health literacy requirements.
• May develop and participate in special projects to help identify needed improvements and develop processes to implement changes.
• Complies with Vivent Health policies involving all safety and infection control procedures.
• Complies with the Health Care Corporate Compliance Standards of Conduct and related policies and procedures.
• Performs any and all other duties assigned by the Practice Manager.

Qualifications

• High School Diploma or GED is required.
• Certified Application Specialist.
• 3+ years' experience in customer service and/or healthcare required.
• 2+ years of supervisory experience required.
• Experience with insurance plans and requirements, including Medicaid, Medicare and ACA Exchange plans.
• Experience in training and education.
• Experience with Health Literacy.
• Valid and current state Driver License, insurable driving record, and access to a reliable insured vehicle.
• Willingness to travel to other Vivent Health sites; ability to be flexible with hours.
• Knowledge of and sensitivity to the HIV/AIDS patient population, and/or an eagerness to learn about this community.
• Working knowledge of Spanish language (bilingual) is a plus.

Salary

Starting at $46,000/annually (Depending on Experience)

Public Student Loan Forgiveness

Employment at our organization may qualify you for federal student loan forgiveness programs. We do not directly pay for - nor forgive - federal student loans; however, our status as a not-for-profit organization under Section 501 (c) (3), makes us an eligible employer. There may be other determining factors for one to qualify.

Please follow this URL to review one such program and their requirements:

https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service