Patient Care Services Manager

Group Health Cooperative of South Central Wisconsin. BETTER TOGETHER

The Patient Care Services (PCS) Manager is the operational leader responsible for the day-to-day performance, consistency, staffing, workflow, service, quality, and continuous improvement of GHC-SCW Reception and Call Center operations. The position provides direct operational leadership for all Reception staff through the Reception Team Supervisors and provides direct supervision and operational direction to the Primary Care Call Center Supervisor and Behavioral Health Call Center Supervisor, including Switchboard operations.

The PCS Manager is accountable for translating organizational and Patient Care Services strategy into reliable operational practice across clinic sites and Call Centers. This includes staffing and capacity management, service and productivity performance, standardized workflows and standard work, policy and procedure oversight, technology and telephony operations, quality monitoring, staff performance, budget management, and operational improvement.

The PCS Manager works collaboratively with the Director of Patient Care Services, Clinical Operations, Clinic Managers, Clinical Learning, Quality, Information Services/Clinical Information Systems, Human Resources, Finance, and other departments to ensure accessible, safe, efficient, personalized, and consistent service. The Manager retains operational accountability while the Director of PCS provides strategic direction, organizational integration, patient/member experience strategy, executive leadership, and broader oversight of Patient Care Services and Member Services.

The PCS Manager supports the mission, vision, and Common Values of GHC-SCW and promotes a cooperative working environment in which staff are equipped to provide exceptional patient and member experience.

GHC-SCW is a quality driven cooperative built on collaboration, community involvement, innovation, and belonging. In dedication to the health and well-being of our employees, we offer a comprehensive benefits package that includes health and dental insurance, along with paid parental leave, short-term disability, long-term disability, and life insurance. Additional benefits include a flexible spending account, employee assistance programs, tuition reimbursement, pet insurance, eyewear discounts, and more. Check us out by clicking on Many Talents, One Mission! The Benefits of Working at GHC-SCW.  

Job Specific Minimum Qualifications

1. Bachelor’s degree from an accredited college or university in Health Care Administration, Business, Nursing, or related field required.
2. Four (4) to seven (7) years of relevant experience in Patient and Customer Experience, including 2+ years of progressive management or operational leadership experience in a clinic, call center, patient/customer service, or healthcare practice setting required. Experience in a similar size/type of organization or managed care preferred.
3. Experience leading supervisors and multi-site operational teams required.
4. Experience with operational performance management, workforce/capacity planning, process improvement, and customer service required.
5. Experience with electronic medical record systems such as EPIC and related scheduling/call center technologies preferred.
6. Training or experience in Continuous Improvement and/or Lean strategies preferred.
7. Ability to travel to various work sites. Employee is expected to provide personal transportation. Possession of a valid Wisconsin driver license if the employee is operating a motor vehicle.
8. Ability to handle confidential information with integrity and professionalism.
9. Ability to maintain patient confidentiality required. Knowledge of medical records and appropriate documentation requirements.  Knowledge of HIPAA requirements. 
10. Ability to be a team player in a team-oriented environment. Ability to interact with staff at all levels.
11. Excellent written and verbal communication and interpersonal skills. Ability to speak and listen in person and on the phone.
12. Leadership and Ethics:
    1. Support and promote the mission and strategic vision of GHC-SCW.
    2. Lead by example and maintain professional conduct.
    3. Effectively communicate verbally, non-verbally, and in written form.
    4. Provide coaching, guidance, problem-solving, and constructive feedback.
    5. Maintain patient, member, employee, and proprietary confidentiality and adhere to compliance requirements.
    6. Treat everyone with dignity and respect and work effectively with a diverse staff and member population.
13. Systems Thinking and Decision-Making
    1. Consider the impact of operational decisions on members, patients, staff, providers, other departments, and the organization.
    2. Collaborate effectively with clinical, administrative, and external partners.
    3. Use data, assessment skills, and sound judgment to identify operational risks and opportunities.
    4. Remain resourceful and flexible during emergent situations and changing operational conditions.
14. Resource Utilization and Financial Accountability:
    
    1. Analyze operational and financial information and use cost/benefit considerations in decision-making.
    2. Prepare, manage, monitor, and control assigned operating and capital budgets.
    3. Ensure efficient use of staffing resources and monitor productivity and capacity.
15. Quality and Continuous Improvement:
    
    1. Promote continuous improvement: Using the Better Together System principles and process along with Lean thinking within Reception and Call Center operations.
    2. Use performance data and staff feedback to identify, prioritize, and implement improvements.
    3. Support accessible, safe, efficient, personalized, and consistent service.
    4. Participate in organizational quality and continuous improvement initiatives.
16. Professional Growth and Collegiality:
    
    1. Remain current with relevant operational, customer service, technology, and healthcare trends.
    2. Interact professionally with staff, providers, leaders, members, and community partners.
    3. Contribute to a supportive and healthy work environment conducive to learning.
    4. Resolve interdepartmental concerns in collaboration with appropriate parties.

The incumbent knows and complies with all Group Health Cooperative of South Central Wisconsin (GHC-SCW) organizational and departmental policies, sets high personal standards for quality and timeliness in completing assignments, and consistently represents the organization in a positive and professional manner. The incumbent understands GHC-SCW's Mission, Vision, and Common Values and demonstrates a commitment to promoting these principles through daily actions, behaviors, and interactions. The incumbent works under the general supervision and review of the Call Center Supervisor. 

Our Mission Statement: We partner with members and the communities we serve to maximize health and well-being.

Our Vision: As a local, not-for-profit, member-owned Cooperative, we are the most trusted resource for lifelong health and well-being in the communities we serve.

Our Values

• We are a not-for-profit Cooperative
• We are member-centered
• We are equitable and inclusive
• We are quality-driven
• We are innovative
• We are community involved

We believe

Healthcare is a human right.

In treating all people with dignity and respect.

There is strength in diversity.

Equity celebrates our humanity.

We are better together.

Group Health Cooperative of South Central Wisconsin is proud to be an equal opportunity employer. GHC-SCW considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.