Central Client Services Manager

Description

The Central Client Services (CCS) Manager is integral in ensuring that an exceptional end-to-end patient experience begins with the Central Client Services team. This includes managing staffing, workflow, performance, and efficiency to meet the needs of the business and to deliver an exceptional patient experience. The CCS Manager works closely with other key departments and the clinics in order to deliver consistency in process and message to the team and our stakeholders.

At Spooner, Arizona's largest physical therapy private practice, we are most proud of our culture of excellence that is founded on our core values. Spooner has been helping our communities achieve health through movement for over 30 years, and we continue to grow in size and expertise every year. If you are looking to join a company where you can build a career, Spooner is the place for you.

What you'll be doing

• Provide leadership, development, and coaching that drives a continuous improvement environment within the Central Client Service team.
• Manage and develop the Central Client Services team to ensure consistency in performance and stability through regular performance evaluations using key metrics.
• Oversee and assist with daily operations of the Central Client Service team.
• Manage PTO, missed swipes, and time monitoring of the Central Client Services team.
• Manage staffing of Central Client Services team to meet the needs of the business and the patient experience.
• Coordinate and deliver onboarding/workflow training of new Central Client Services team members. Update and manage onboarding and training manuals as needed.
• Monitor reports and data to ensure that proper measures are in place to satisfy the team's objectives and communicate proactively to the clinics and supervisors.
• Prepare for and lead regularly scheduled meetings with the Central Client Services team.
• Collaborate and contribute to monthly Patient Services Coordinator Webex meetings.
• Identify, instill and ensure best practices and established processes are constantly being adhered to and re-evaluated at Central Client Services and the clinic front offices.
• Identify needs and collaborates with RCM Director to establish new processes.
• Contribute to elevating the patient experience through subject-matter expertise of insurance payers, plans, and outpatient Physical Therapy and Occupational Therapy benefits.
• Provide a communication hub to and from the company, patients, clinic teams, referring providers, and payers regarding insurance plans and benefits knowledge.
• Participate/collaborate in a seamless and integrated relationship between Central Client Services, Revenue Cycle Management, and PSC Leads to ensure streamlined work efficiencies and value in reimbursements.
• Provide a unique level of customer service to referring providers and patients by functioning as a central point of contact for referral management, effective scheduling, and insurance needs.
• Process new patient enrollments promptly, ensuring the accuracy of data entry and communication of information by being in constant contact with all Spooner clinics to facilitate a smooth transition for the patient.
• Obtain initial insurance verification, eligibility, and authorization when required for all new patients' initial evaluations at every Spooner Clinic.
• Re-verify insurance eligibility and benefits for all active Spooner patients on a standard schedule.

What You Can Expect

• A team environment that fosters continuous learning and fun.
• A year-long onboarding program.

What You Bring to the Role

• Minimum high school diploma or GED
• Bachelors degree preferred
• Medical background with familiarity in medical terminology.
• Skilled in managing multiple tasks at once.
• Strong leadership skills
• Excellent communication skills with emphasis on customer service.
• Computer and data-entry proficient.
• Detail-oriented.
• Team-oriented.
• Goal-driven.
• Skilled successfully leading a team.

About Spooner

Spooner is a place for professionals with a growth mindset who want to push themselves to achieve excellence. Spooner began with a vision of disrupting the healthcare field to accelerate the use of physical therapy as primary care. Today, Spooner has 25 clinics in the greater-Phoenix area and 1 clinic in Coppell, TX and is not stopping there! If you are interested in joining us on our journey of growth, collaboration, and disruption, you wont be disappointed!

This is not your common workplace. Fun and excellence go hand in hand at Spooner, and we provide ample opportunities to achieve both.

We promise to help you achieve excellence. We will help you become a leader. We will help you accelerate your career.

@SPT

Healthcare & Benefits

Spooner is dedicated to ensuring our employees have access to health care and receive the right care, at the right time with the right provider. Spooner employees enjoy expert physical therapy and hand therapy at no cost and free access to a direct primary care team dedicated to keeping us healthy.

• $500 individual and $1,000 family deductibles
• Low premiums
• Dental, vision, life, and other voluntary insurances
• Paid time off and holiday pay
• 401(k) matching
• Employee Assistance Program
• Many other benefits to help keep you happy and healthy