Patient Relations Manager - Siloam Health

• 100% Employer paid medical and dental insurance
• 100% Employer paid life and disability
• Simple IRA with employer match up to 3%
• HSA with up to $1,300 match by employer or FSA
• Low-cost vision insurance
• 3 weeks of PTO in the first year
• 10 Paid Holidays
• Flexible schedule 
• Diverse team and patient population
• Mission leave
• Extended Illness Benefit 

• Manage the activities of Melrose and Antioch front office and medical receptionists including monitoring the flow of the patient check-in and check-out processes.
• Oversee the medical receptionists, promoting high quality work aligned with Siloam’s mission and patient privacy and security protocols for HIPAA compliance.
• Provide technical support and education to front office staff on EHR, patient billing and scheduling, and computer skills pertaining to front office workflow.  
• Organize and verify scanning of medical and offsite records as well as patient forms to EHR to ensure accuracy. 
• Manage appointment tickler (recall) list for volunteer specialists in EHR and provide updates to the Practice Manager and Patient Relations (PR) team in a timely manner.  
• Manage volunteer specialist appointment scheduling in the EHR and communicate with the Volunteer Coordinator to ensure correct scheduling.  
• Assist Practice Manager in managing EHR scheduling, billing, patient telecommunication, and other software used by PR at both locations.    
• Collaborate with Patient Engagement Coordinator and Front Office Leads to establish and maintain payment plan processes to facilitate patient’s participation in covering costs, while also adhering to Siloam’s commitment to never turn patients away for inability to pay.  
• Serve as point of contact for mammography bus encounters by coordinating the patient schedule, confirming appointments, arranging for interpreters, preparing medical records, ensuring volunteer coverage, and reporting back to clinicians any informational needs from the clinic. 
• Conduct bi-monthly audits to detect and correct billing, scheduling, and protocol adherence issues. Elevate any scheduling concerns to Practice Manager in a timely manner. 
• Assist with program partners and refugee medical screening as requested by the Practice Manager.
• Approve timecards and PTO requests including managing shift schedules and coverage when the front office team is out.
• Complete performance evaluations for direct reports. 
• Assist in planning and conducting interviews, new hire orientations, and training of Patient Relations staff. 
• Prepare tasks for front office volunteers and provide training as needed. 
• Identify and recommend solutions to issues raised by the front office team and maintain consistent communication with the Practice Manager, Patient Engagement Coordinator, and the Front Office Lead(s) at each location. 
• Maintain baseline knowledge of all PR roles to assist in equipping and covering for the team as needed.  
• Collaborate with Patient Engagement Coordinator (PEC) to ensure the front office teams are observing patient policies and procedures and cover for the PEC as needed.  
• Assist the Practice Manager with managing department calendar and drafting, reviewing, and maintaining protocol and policy for the PR department and individual clinics.  
• Maintain adequate front office supplies at Melrose by communicating with the Executive Support Manager 
• Maintain the appearance and materials in the patient waiting room. 
• Maintain excellent communication and effective working relationships with patients, clinicians, volunteers, clinical, and administrative team members.
• Serve as a leader and point-person for the Patient Relations team, especially when the Practice Manager is not available. 

Other Duties

• Pursue personal development of skills and knowledge necessary for the effective performance of the role.
• Participate in on-going quality improvement (QI) activities within the roles defined above. 
• Travel to multiple locations with minimal notice when required. 
• Other duties as assigned by the Practice Manager.

• High school diploma, GED, or other relevant degree required 
• Associate’s degree or higher preferred 
• Experience with Microsoft Excel and creating reports 
• Two years of front desk experience in a medical office preferred

• Able to work independently, think critically and creatively, and troubleshoot problems with confidence and little oversight 
• Flexible and able to adapt to changing circumstances 
• Passionate about Christian ministry to the underserved and in full agreement with Siloam’s mission and core values 
• Willingness to serve persons with limited access to healthcare and who are from different cultures and faith beliefs 
• High computer literacy and familiarity with MS Office products  
• Adherence to OSHA and patient confidentiality requirements 
• Ability to work well in a team setting 
• Familiarity with medical terminology is preferred 
• Bilingual highly preferred (English/Arabic/Spanish)