Job Description

Overview

Retina Consultants of Texas (RCTX) is seeking a Patient Services Manager to join our innovative team with the mission of Fighting Blindness For The World To See. The Patient Services Manager is responsible for managing the daily activities, performance, and strategic development of the Patient Liaison Team to ensure delivery of world-class retina care and patient experience in our San Antonio clinics

Candidates must be able to travel to various clinics to meet the needs of the patients and providers, and support the clinic hours of Monday through Friday between the hours of 6:30am-6:30pm. Schedules are provided weekly and are based on the provider's clinic, patient, and surgery schedules.

Retina Consultants of Texas is the largest and most respected retina-only ophthalmology practice in the United States. Our group consists of 26 world-renowned physicians leading the world in retinal care. While serving two major metropolitan markets (and their extensions), our combined culture allows us to best serve our patients, referral sources, and our own team of physicians. RCTX also invests heavily in diagnostic equipment, providing state-of-the-art retina imaging, laser, and diagnostic capabilities to each patient. This, combined with the clinical expertise of our physicians, an outstanding and devoted staff, and 25 convenient locations, enables us to serve our patients well.

We worked hard to create our culture as Retina Warriors. We strongly emphasize our core values of Hard Work, Authentic Care and Innovation in everything we do. It is our belief that by investing in our people, our people will be empowered of their own accord to provide the highest quality patient experience.

In addition to being highly challenged professionally, upon joining our practice, the following competitive benefits for full-time eligible employees after a 60-day introductory period:

• Employee Paid Benefits such as Medical, Dental, and Vision, short-term disability, voluntary life insurance, accident, critical illness, hospital indemnity, pet insurance, HSA pre-taxed contributions, 401 (k) retirement savings contributions, both Roth and Traditional options from starting date of hire.
• Employer Paid Benefits such as long-term disability, $25,000 basic life insurance policy, 3% 401(k) safe harbor contribution, HSA employer contributions, annual performance merit increases, certification opportunities, rewards & recognition platform, WellHub Starter Plan Gym Membership, paid time off, and (8) paid holidays + (1) floating holiday annually.

RCTX is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, military service, veteran status, genetic information, or any other protected class under applicable law.

Responsibilities

Duties and Responsibilities:

• Provides daily support, coaching, and training for new hires and existing staff in a medical group call center

• Sets priorities for the team by creating and implementing goals, action plans, and incentives to drive desired production results

• Monitors daily activity and completion of department metrics

• Leads and motivates the team to ensure that the group meets all company and operational goals

• Enforces departmental policies, practices, and procedures

• Evaluates current processes, identifies opportunities for growth, and develops/implements new policies to improve productivity, standardization, and workflow

• Performs routine call quality audits on recorded or live calls

• Learns, applies, and teaches new skills to improve the teams customer service

• Promotes good working relationships amongst team members, patients, and clients, promoting a positive and productive work environment

• Answers questions and recommends corrective actions to address patient complaints, handling escalations as needed

• Prepares and manages schedules, monitors attendance of agents, and schedule breaks and shifts as necessary

• Administers performance management, recognition, and disciplinary actions on a timely basis

• Works with human resources in recruiting, hiring, termination, training, professional development, mentoring, counseling, and performance evaluations

• Performs other duties as assigned

Skills/Competencies:

• Ability to promote quality performance, growth, and profitability for RCTX

• Strong planning and prioritization skills

• Ability to perform all duties of the team to assist as needed

• Ability to maintain calmness under tight pressure

• Decision-making and communication skills

• Professional phone etiquette and strong customer service

• Ability to multitask

Qualifications

Qualifications:

Education Requirements

• High school diploma

Experience Requirements:

• 2-3 years relative experience in a supervisor role

• 3+ years of experience in the medical field

• Experience with Microsoft Office suite

• Must be able to meet flexible work schedule demands

• Must be able to travel to clinic locations with dependable transportation

Physical Abilities:

• Sedentary position with occasional movement throughout the workplace
• Working on the computer for majority of shift
• Must be able to type
• Must be able to communicate via any communication channel

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