Klamath Tribal Health & Family
POSITION OBJECTIVES
The Patient Services Manager is responsible for overseeing the Medical Office Clerks (MOC) and Patient Registration staff, ensuring that all front desk functions, patient scheduling, and registration processes are carried out efficiently and in compliance with clinic standards. The primary purpose of this position is to maintain accurate patient records, both in hard copy and within computer databases, while obtaining and verifying all pertinent registration and eligibility information required to determine eligibility for healthcare services. The Patient Services Manager ensures that accurate demographic and alternate resource information is routinely collected, reviewed, and updated, and works closely with all Klamath Tribal Health & Family Services departments to ensure accurate and current client information is available to support quality patient care.
MAJOR DUTIES AND RESPONSIBILITIES
Provide supervision and direction for the Patient Registration and Patient Benefits staff. Assign and review work of subordinates, evaluate their work performance, set goals and objectives; provide training opportunities as needed. Provide supervision and direction for the Medical Office Clerk (MOC) staff.
Assign and review work of MOC subordinates, evaluate their performance, and ensure scheduling and patient record tasks are performed accurately and efficiently.
Coordinate with MOC staff to verify that patients are scheduled appropriately according to their needs and eligibility. Ensure all new staff receive consistent, thorough onboarding and training in registration, scheduling, and front office procedures to promote departmental consistency and minimize disruptions. Cover operational needs for MOC and Patient Registration departments at either Klamath or Chiloquin locations during periods of staffing shortages, ensuring continued service delivery without interruptions. Regularly assess departmental workflows and recommend improvements to streamline registration and scheduling operations, enhance patient service quality, and optimize resource utilization. Maintain current and accurate patient data in the NextGen Practice Management System and Resource Patient Management System (RPMS)/Patient Registration System. Interview new and existing patients and screen their registration applications to determine their eligibility and the services they are eligible to receive. Ensure required documentation establishing eligibility is provided. Reconcile documents provided to ensure patients meet eligibility requirements to receive health care services. Explain IHS and Klamath Tribal Health & Family Services regulations, policies, and advise patients regarding obtainment of required documents and eligibility requirements to receive services. Stay informed on health policy changes and opportunities on the state and federal level that could have an impact on Klamath Tribal Health & Family Services and its patients. This will involve gathering information through a variety of sources such as teleconference, meeting and written information. Disseminate information to relevant parties including the Chief Executive Officer, Deputy CEO, Tribal Council, Department Managers/Directors and staff. Take appropriate action on referrals, records and alternate resource information from various tribal health departments. Assign chart numbers to new patients. Register new and updated registration applications and other updates to patient information into the NextGen Enterprise Practice Management System. Utilize the Patient Management System to identify demographic groups that may be eligible for alternate resources. Work closely with all Klamath Tribal Health & Family Services' departments in identifying and assisting patients who have or who are eligible for alternate resources and ensure the effective utilization of all alternate resources through federal, state, local and other entities available to patients. Establish informational networks with other IHS facilities, BIA, tribal governments and other verifying agencies to obtain necessary documents or information establishing patients' eligibility for health care services. Provide input and direction to the EHR team on the demographic portion of the Patient Management System. This may include attending interdepartmental meeting and assessing the system to confirm that it is meeting the requirements. Create and update appropriate forms for Patient Registration Department as needed. Type and reproduce a variety of daily correspondence and documents including but not limited to memorandums, form letters, registration applications and informational materials on eligibility. Work with the Clinical Operations Director to develop policies and procedures and to set goals for the Patient Registration Department. Responsible for the preparation of the annual Patient Registration, Patient Benefits and SHIBA program budgets. Must manage the department consistently with approved budgetary guidelines.
20. Provide recommendations to various committees, staff, and work groups regarding the eligibility of patients for healthcare services.
21. Submit monthly, quarterly, and annual department reports, including PBC status reports, to the Chief Executive Officer, and as requested, to the Health Advisory Board, Tribal Council, and General Council.
22. Like all employees of the Klamath Tribes, the incumbent will be called upon to accomplish other tasks that may not be directly related to this position, but are integral to the Klamath Tribes' broader functions, including but not limited to; assisting during Tribal sponsored cultural, traditional, or community events that enable the successful operation of programs and practices of The Klamath Tribes as aligned with The Klamath Tribes' Mission Statement. Some of these tasks may be scheduled outside of regular work hours, if necessary.
Requirements
REQUIRED to possess an associate's in healthcare administration, Business, Public Health, or a related field; OR, equivalent Manager level job-related experience may be substituted for degree. REQUIRED Minimum 3 years of experience in healthcare front office operations, including patient registration, scheduling, or benefits coordination. REQUIRED Minimum 2 years of supervisory or lead experience, preferably in a healthcare environment. REQUIRED Strong leadership capabilities with a focus on training and development of front office and patient registration teams. REQUIRED Ability to provide flexible staffing coverage and support across both MOC and Patient Registration departments at both the Klamath and Chiloquin locations. REQUIRED Proficiency in electronic health record (EHR) systems, preferably NextGen, and strong data entry and accuracy skills. REQUIRED to acquire and maintain BLS certification within 180 days of hire; strongly recommend certification within 90 days of hire, probationary period will be extended for a maximum of 180 days pending certification. REQUIRED Knowledge of HIPAA, the Privacy Act of 1974, and patient confidentiality standards. REQUIRED Working knowledge of insurance verification, Medicaid (OHP), and alternate resources including how to obtain and track denials.
REQUIRED Strong interpersonal skills with the ability to communicate professionally with patients, staff, and leadership.
REQUIRED to submit to a background and character investigation, as per Tribal policy. Following hire must immediately report to Human Resource any citation, arrest, conviction for a misdemeanor or felony crime. REQUIRED to submit to annual TB skin testing and adhere to KTHFS staff immunization policy in accordance with the Centers for Disease Control immunization recommendations for healthcare workers. REQUIRED to accept the responsibility of a mandatory reporter in accordance with the Klamath Tribes Juvenile Ordinance Title 2, Chapter 15.64 and General Council Resolution #2005 003, all Tribal staff are considered mandatory reporters. Preferred Qualifications: Bachelor's degree in healthcare administration, Business, Public Health, or a related field. Five (5) years supervisory experience in a tribal or community health setting. Experience working with Native American populations or in a tribal health system.
Knowledge of SHIBA or state-sponsored health benefits navigation.
Lean Six Sigma Yellow or Green Belt Certification, or similar quality/process improvement credentials. Indian Preference:
Indian and Tribal Preference will apply, as per policy. (Must submit tribal documentation with application to qualify for Indian Preference).
Salary Description
Step 31 $70,934 to Step 50 $124,384
The Patient Services Manager is responsible for overseeing the Medical Office Clerks (MOC) and Patient Registration staff, ensuring that all front desk functions, patient scheduling, and registration processes are carried out efficiently and in compliance with clinic standards. The primary purpose of this position is to maintain accurate patient records, both in hard copy and within computer databases, while obtaining and verifying all pertinent registration and eligibility information required to determine eligibility for healthcare services. The Patient Services Manager ensures that accurate demographic and alternate resource information is routinely collected, reviewed, and updated, and works closely with all Klamath Tribal Health & Family Services departments to ensure accurate and current client information is available to support quality patient care.
MAJOR DUTIES AND RESPONSIBILITIES
Provide supervision and direction for the Patient Registration and Patient Benefits staff. Assign and review work of subordinates, evaluate their work performance, set goals and objectives; provide training opportunities as needed. Provide supervision and direction for the Medical Office Clerk (MOC) staff.
Assign and review work of MOC subordinates, evaluate their performance, and ensure scheduling and patient record tasks are performed accurately and efficiently.
Coordinate with MOC staff to verify that patients are scheduled appropriately according to their needs and eligibility. Ensure all new staff receive consistent, thorough onboarding and training in registration, scheduling, and front office procedures to promote departmental consistency and minimize disruptions. Cover operational needs for MOC and Patient Registration departments at either Klamath or Chiloquin locations during periods of staffing shortages, ensuring continued service delivery without interruptions. Regularly assess departmental workflows and recommend improvements to streamline registration and scheduling operations, enhance patient service quality, and optimize resource utilization. Maintain current and accurate patient data in the NextGen Practice Management System and Resource Patient Management System (RPMS)/Patient Registration System. Interview new and existing patients and screen their registration applications to determine their eligibility and the services they are eligible to receive. Ensure required documentation establishing eligibility is provided. Reconcile documents provided to ensure patients meet eligibility requirements to receive health care services. Explain IHS and Klamath Tribal Health & Family Services regulations, policies, and advise patients regarding obtainment of required documents and eligibility requirements to receive services. Stay informed on health policy changes and opportunities on the state and federal level that could have an impact on Klamath Tribal Health & Family Services and its patients. This will involve gathering information through a variety of sources such as teleconference, meeting and written information. Disseminate information to relevant parties including the Chief Executive Officer, Deputy CEO, Tribal Council, Department Managers/Directors and staff. Take appropriate action on referrals, records and alternate resource information from various tribal health departments. Assign chart numbers to new patients. Register new and updated registration applications and other updates to patient information into the NextGen Enterprise Practice Management System. Utilize the Patient Management System to identify demographic groups that may be eligible for alternate resources. Work closely with all Klamath Tribal Health & Family Services' departments in identifying and assisting patients who have or who are eligible for alternate resources and ensure the effective utilization of all alternate resources through federal, state, local and other entities available to patients. Establish informational networks with other IHS facilities, BIA, tribal governments and other verifying agencies to obtain necessary documents or information establishing patients' eligibility for health care services. Provide input and direction to the EHR team on the demographic portion of the Patient Management System. This may include attending interdepartmental meeting and assessing the system to confirm that it is meeting the requirements. Create and update appropriate forms for Patient Registration Department as needed. Type and reproduce a variety of daily correspondence and documents including but not limited to memorandums, form letters, registration applications and informational materials on eligibility. Work with the Clinical Operations Director to develop policies and procedures and to set goals for the Patient Registration Department. Responsible for the preparation of the annual Patient Registration, Patient Benefits and SHIBA program budgets. Must manage the department consistently with approved budgetary guidelines.
20. Provide recommendations to various committees, staff, and work groups regarding the eligibility of patients for healthcare services.
21. Submit monthly, quarterly, and annual department reports, including PBC status reports, to the Chief Executive Officer, and as requested, to the Health Advisory Board, Tribal Council, and General Council.
22. Like all employees of the Klamath Tribes, the incumbent will be called upon to accomplish other tasks that may not be directly related to this position, but are integral to the Klamath Tribes' broader functions, including but not limited to; assisting during Tribal sponsored cultural, traditional, or community events that enable the successful operation of programs and practices of The Klamath Tribes as aligned with The Klamath Tribes' Mission Statement. Some of these tasks may be scheduled outside of regular work hours, if necessary.
Requirements
REQUIRED to possess an associate's in healthcare administration, Business, Public Health, or a related field; OR, equivalent Manager level job-related experience may be substituted for degree. REQUIRED Minimum 3 years of experience in healthcare front office operations, including patient registration, scheduling, or benefits coordination. REQUIRED Minimum 2 years of supervisory or lead experience, preferably in a healthcare environment. REQUIRED Strong leadership capabilities with a focus on training and development of front office and patient registration teams. REQUIRED Ability to provide flexible staffing coverage and support across both MOC and Patient Registration departments at both the Klamath and Chiloquin locations. REQUIRED Proficiency in electronic health record (EHR) systems, preferably NextGen, and strong data entry and accuracy skills. REQUIRED to acquire and maintain BLS certification within 180 days of hire; strongly recommend certification within 90 days of hire, probationary period will be extended for a maximum of 180 days pending certification. REQUIRED Knowledge of HIPAA, the Privacy Act of 1974, and patient confidentiality standards. REQUIRED Working knowledge of insurance verification, Medicaid (OHP), and alternate resources including how to obtain and track denials.
REQUIRED Strong interpersonal skills with the ability to communicate professionally with patients, staff, and leadership.
REQUIRED to submit to a background and character investigation, as per Tribal policy. Following hire must immediately report to Human Resource any citation, arrest, conviction for a misdemeanor or felony crime. REQUIRED to submit to annual TB skin testing and adhere to KTHFS staff immunization policy in accordance with the Centers for Disease Control immunization recommendations for healthcare workers. REQUIRED to accept the responsibility of a mandatory reporter in accordance with the Klamath Tribes Juvenile Ordinance Title 2, Chapter 15.64 and General Council Resolution #2005 003, all Tribal staff are considered mandatory reporters. Preferred Qualifications: Bachelor's degree in healthcare administration, Business, Public Health, or a related field. Five (5) years supervisory experience in a tribal or community health setting. Experience working with Native American populations or in a tribal health system.
Knowledge of SHIBA or state-sponsored health benefits navigation.
Lean Six Sigma Yellow or Green Belt Certification, or similar quality/process improvement credentials. Indian Preference:
Indian and Tribal Preference will apply, as per policy. (Must submit tribal documentation with application to qualify for Indian Preference).
Salary Description
Step 31 $70,934 to Step 50 $124,384