Hybrid Patient Services Manager – Lead & Optimize Care

Accessia Health; Midlothian (VA); Hybrid; USD 70,000 - 82,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K

Paid time off

Paid holidays

Job summary

Accessia Health is seeking a Patient Services Manager in Midlothian, VA to lead day-to-day patient service operations, including calls, document processing, insurance case management and mail intake. You will supervise a team of PSRs, an Insurance Case Management Specialist and a Mail Clerk, while coordinating with staffing-agency contractors.

You'll plan staffing, monitor queues and quality, conduct regular performance reviews, and drive coaching and onboarding.

Qualifications

• Bachelor's degree in business/healthcare or related field, or equivalent experience.
• At least 3 years in healthcare, call center, patient service or admin operations, including 2+ years supervising staff.
• Ability to manage real-time coverage and competing queues while keeping quality and turnaround high.
• Experience coaching staff, resolving escalations, using performance metrics and supporting training.
• Strong organization, communication and problem-solving; proficient in Microsoft Office and service or case management systems.

Responsibilities

• Plan daily staffing, schedules, breaks and assignments to keep phones covered and documents moving.
• Monitor call queues, service levels, aging work and productivity; fix bottlenecks quickly.
• Supervise the Insurance Case Management Specialist, including assignments, caseload and deadlines.
• Oversee mail receipt, scanning, indexing, routing and tracking for timely and secure handling.
• Maintain coverage through close of operations and plan backup for absences.
• Set goals, conduct one-on-ones and performance reviews based on quality/productivity results.
• Review time records and attendance; address HR concerns.
• Lead onboarding and skill development for the team.
• Assign and monitor contractor work; provide feedback to HR and staffing agency.
• Review calls and work products; track errors and confirm improvements after coaching.

Skills

Real-time coverage management

Queue management

Coaching staff

Performance metrics

Microsoft Office proficiency

Education

Bachelor's degree or equivalent

Tools

Case management systems

Job description

Accessia Health is seeking a Patient Services Manager in Midlothian, VA to lead day-to-day patient service operations, including calls, document processing, insurance case management and mail intake. You will supervise a team of PSRs, an Insurance Case Management Specialist and a Mail Clerk, while coordinating with staffing-agency contractors.

You'll plan staffing, monitor queues and quality, conduct regular performance reviews, and drive coaching and onboarding.