Senior Manager, Patient Services

Summary

Join Vesta Primary Care as an Operations Manager and provide leadership for medical practices, managing a team of Medical Assistants, and ensuring efficient patient care. You will oversee telephone support, enrollment, and customer service, while also managing appointment schedules and personnel. This role requires strong operational support, problem-solving skills, and a focus on both patient care and business growth. You will also act as the office coordinator for the New York remote work setting, managing mail, expenses, and supplies. The position requires an Associate's degree (Bachelor's or Master's preferred) and at least two years of management experience, preferably in healthcare. Vesta Healthcare offers a comprehensive benefits package, including health insurance, paid time off, and a 401k match.

Requirements

• An Associate degree required
• Experience working in New York and knowledge of the New York healthcare and social services industry and landscape
• The ability to be focused and productive while working from home with a private area in their home/workspace with a reliable internet connection ( required )
• Ability, willingness and enthusiasm to travel to the field to promote the practice among referral sources (approximately once a week)
• A minimum of 2 years of management experience; preferably in healthcare ( required )

Responsibilities

• Provide operational support leadership, with patients and primary care providers as priority customers
• Oversee the telephone support team for all of Vesta Primary Care (New York + Massachusetts teams combined), ensuring that phone calls to VPC have an answer rate of 80% or greater and customers are satisfied with service
• Oversee enrollment functions for all of Vesta Primary Care, ensuring efficient enrollment into the practice and timely first appointments
• Manage customer service concerns, troubleshoot issues, perform service recovery
• Ensure productive and efficient patient appointment schedules for the New York practice
• Serve as a personnel manager for an operations team of Medical Assistants, ensuring timely completion of patient related activities and adequate training
• Serve as a growth ambassador for the New York practice, including participation in both in-person and remote growth-related activities, engaging with referral sources and promoting the practice
• Prioritize achieving KPIs and is data-driven; addresses performance and builds workflows to best achieve KPIs in a timely manner
• Serve as the “office coordinator” for the New York remote work setting; this includes managing mail, expenses and ensuring staff and necessary supplies to do their jobs
• Manage and prioritize practice tasks to ensure that urgent needs are met by both the operations and clinical teams
• Ensure the data integrity to enable accurate billing, patient enrollments vis a vis insurance coverage, accounts payable / receivable and processes are best addressed by the practice
• Analyze practice challenges and suggest strategies to address them; “manages up” to leadership as needed to help achieve outcomes of the practice
• Implement new workflows and processes in the practice; monitor performance and adherence to new processes
• Lead with financial responsibility; ensures insurance eligibility for patients seen by practice and optimizes provider schedule
• Model and ensure team adherence to compliance policies, procedures, and standards of conduct
• Cover and perform team duties within credentialed “scope of practice” as needed and required for practice success; provides “patient-facing” customer service as needed and estimated to be at least 50% of time

Preferred Qualifications

• Bachelor’s or Master’s degree preferred
• Healthcare-related specialization preferred (e.g. Healthcare Administration/Management, Public Health, Medical Informatics, etc)
• Bilingual in English/Spanish or Russian ( preferred )
• Experience in startup or early market entry environment ( preferred )
• Knowledge and understanding of electronic medical records
• The ability to multitask under pressure; ability to prioritize multiple tasks with value on both patient care and business growth
• Is eager to solve problems and develop sustainable solutions, flexible and enthusiastic about organizational change
• A growth mindset
• The ability to participate in active troubleshooting
• The ability to lead with both optimism and pragmatism

Benefits

• Health, dental, and vision insurance with a choice of many different plans/costs partially subsidized by us
• Paid vacation
• Paid Sick/personal days
• ~12 paid holidays
• One time reimbursement to set up your home office
• Monthly reimbursement for internet or other home office expenses
• Monthly gym reimbursement to be used for gyms membership and classes
• Basic Life & AD&D, Short-term and Long-term Disability Benefits paid fully by us
• Accident insurance, hospital insurance, and critical insurance
• Pre-tax Flex Spending/Dependent Care/Transit accounts
• 401k with up to 4% match