"Assistant Manager of Patient Services - AZ- Therapy Institute"

Summary

The Assistant Manager of Patient Services ensures excellent customer service, excellent outcomes, and works closely with the Medical Director and department staff on training/development and emergent issues. The Assistant Manager of Patient Services ensures a clean environment and compliance with all regulatory expectations of the AZ Department of Health. The Assistant Manager of Patient Services for the Therapy Institute reports to the Medical Director of the Therapy Institute.

Essential Duties and Responsibilities

• Maintain high level training/knowledge on all office procedures and adheres to the Therapy Institute policies and procedures.
• Engage and coordinate with staff of all departments within the Therapy Institute to ensure efficient clinic operations.
• Serve as a liaison between the Medical Director, Assistant Manager of Patient Accounts, and the staff.
• Support clinic operations by working with the Medical Director to organize staff meetings, trainings, and onboarding for new faculty and staff.
• Utilize resources scheduler features within the electronic health record system to assign space as requested for interdisciplinary research, education, and patient care.
• Participate in quality improvement and customer service initiatives.
• Maintain and prepare the quarterly report with risk management.
• Actively engage with the Therapy Institute’s electronic health record (EHR) system to support accurate documentation, efficient workflows, and clinical compliance.
• Serve as a resource to team members by assisting with EHR-related troubleshooting, identifying system inefficiencies, and contributing to the development of workflow improvements.
• Coordinate with Clinical Care Coordinators to ensure up-to-date clinic records for all medical personnel, staff, and providers.
• Review monthly and annual budgets related to supply purchases and collaborate with departments to support and streamline their ordering processes for the clinic.
• Regularly review clinic readiness for state licensure inspection and keep state binders up to date.
• Coordinate with interdisciplinary care team and facilitate communication between departments.
• Collaborate with the Assistant Manager of Patient Accounts to coordinate internal and external referrals, including scheduling with the appropriate department(s), tracking and monitoring referral progress, managing waitlists to optimize patient access, and ensuring timely communication with referring providers.
• Prepare reports and statistics on clinical activity related to clinic operations.
• Serve as the first line for patient complaints and grievance process and oversee patient flow and resolve patient issues associated with operational concerns.
• Monitor clinical and patient safety equipment.
• Ensure all clinic annual privileging, are up to date. Respond to clinic emergencies, complete occurrence reports, and organize drills and training for emergency and safety preparedness.
• Supports the implementation of Standard Operating Procedures in coordination with the Medical Director and actively participates in clinic committees.
• Other duties as assigned by the Medical Director.

Supervisory Responsibilities

This position has supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must be able to work in a constant state of alertness and safe manner and have regular, predictable, in-person attendance. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High School diploma or GED equivalent is required. Must have 5-7 years of experience in front or back office in a clinical care setting or direct patient care. Proficiency in medical terminology is preferred. This role requires strong technical proficiency, critical thinking, and a willingness to learn EHR tools and EMR platforms (e.g., Epic). This individual must be able to demonstrate effective communication and decision-making skills to ensure efficient clinic operations. Must be able to work independently with minimum supervision. Must be able to prioritize tasks to accomplish goals and handle confidential matters privately.

Computer Skills

Computer proficiency in MS Office (Word, Excel, Outlook). Proficiency in electronic health records systems, Allscripts, NextGen, and EPIC is preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is frequently required to stand, walk, use hands to handle or feel, reach with hands and arms, talk and hear. The employee is occasionally required to sit. The employee must frequently lift and /or move up to 10 pounds and occasionally life and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. The work environment is an environmentally controlled, fast paced with occasional high pressure or emergent situations medical office environment. Work hours are subject to clinic needs, to ensure appropriate levels of coverage during all hours of operation. Possible exposure to infectious specimens, communicable diseases, toxic substances, medicinal preparations and other conditions common to a medical office environment. Appropriate PPE is provided by the clinic and expected to be worn according to the clinic and university regulations and policies. Midwestern University is a private, not-for-profit organization that provides graduate and post-graduate education in the health sciences. The University has two campuses, one in Downers Grove, Illinois and the other in Glendale, Arizona. More than 6,000 full-time students are enrolled in graduate programs in osteopathic medicine, dentistry, pharmacy, physician assistant studies, physical therapy, occupational therapy, nurse anesthesia, cardiovascular perfusion, podiatry, optometry, clinical psychology, speech language pathology, biomedical sciences and veterinary medicine. Over 500 full-time faculty members and 400 staff members are dedicated to the education and development of our students in an environment that encourages learning, respect for all members of the health care team, service, interdisciplinary scholarly activity, and personal growth. We offer a comprehensive benefits package that includes medical, dental, and vision insurance plans as well as life insurance, short/long term disability and pet insurance. We offer flexible spending accounts including healthcare reimbursement and child/dependent care account. We offer a work life balance with competitive time off package including paid holiday’s, sick/flex days, personal days and vacation days. We offer a 403(b) retirement plan, tuition reimbursement, child care subsidy reimbursement program, identity theft protection and an employee assistance program. Wellness is important to us and we offer a wellness facility on-site with a fully equipped fitness facility. Midwestern University is an Equal Opportunity/Affirmative Action employer that does not discriminate against an employee or applicant based upon race; color; religion; creed; national origin or ancestry; ethnicity; sex (including pregnancy); gender (including gender expressions, gender identity; and sexual orientation); marital status; age; disability; citizenship; past, current, or prospective service in the uniformed services; genetic information; or any other protected class, in accord with all federal, state and local laws, and regulation. Midwestern University complies with the Smoke-Free Arizona Act (A.R.S. 36-601.01) and the Smoke Free Illinois Act (410 ILCS 82/). Midwestern University complies with the Illinois Equal Pay Act of 2003 and Arizona Equal Pay Acts.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.