Patient Services Manager

Accessia Health; Chesterfield Court House (VA); Hybrid; USD 70,000 - 82,000; Full time

Job summary

Accessia Health is seeking a Patient Services Manager to lead day-to-day operations—calls, document processing, insurance case management and mail intake. You will supervise staff, coach team members and partner with HR to address performance and workflow improvements.

The role combines on-site days in Midlothian with remote work on selected days, and requires strong organizational, problem‑solving and communication skills to maintain service levels and compliance.

Qualifications

• 3+ years in healthcare, call center or patient services.
• 2+ years supervising staff or leading a team.
• Ability to manage real-time coverage across queues while maintaining quality and turnaround.
• Experience coaching staff, resolving escalations, using performance metrics and supporting training.
• Strong organization, communication and problem-solving skills.

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.
• Supervise the Insurance Case Management Specialist and PSRs; assign caseloads.
• Oversee mail receipt, scanning, indexing, routing and tracking to ensure timely handling.
• Lead onboarding and coaching; conduct regular performance reviews with HR and staff.
• Maintain dashboards for call service, productivity, turnaround, aging, quality and coverage; report risks to Director.
• Review case data for accuracy and support audits and corrective actions.

Skills

Staff supervision

Call center operations

Performance metrics

Coaching staff

Microsoft Office

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Service/case management systems

Job description

Location: Midlothian, VA (hybrid: onsite Tuesday-Thursday, remote Monday and Friday)

Schedule: Full-time, Exempt

Pay range: $70,000–$82,000 per year

About Accessia Health

Accessia Health is a national nonprofit helping people with rare and chronic health conditions get the care they need. For more than 30 years, we have provided over $1 billion in assistance with insurance premiums, copays and other medical costs, along with case management, health education and free disability legal aid.

About The Role

The Patient Services Manager runs our day-to-day patient service operations, including calls, document processing, insurance case management and mail intake. You will assign work, keep phones and queues covered, monitor quality and turnaround, and coach your team. You will supervise Patient Services Representatives, the Insurance Case Management Specialist and the Mail Clerk, and direct the daily work of staffing-agency contractors.

What You'll Do

• Plan daily staffing, schedules, breaks and assignments to keep phones covered and documents, applications and casework moving on time.
• Monitor call queues, service levels, aging work and productivity throughout the day. Fix bottlenecks and escal
• Supervise the Insurance Case Management Specialist, including assignments, caseload, follow-up deadlines and handoffs to PSRs.
• Oversee mail receipt, scanning, indexing, routing and tracking so documents are handled on time and securely.
• Maintain coverage through the close of operations and plan backup for absences.
• Set goals, hold regular one-on-ones and complete performance reviews based on documented quality and productivity results.
• Review time records and time-off requests against coverage needs. Address attendance and performance concerns with HR.
• Take part in interviewing and hiring. Lead onboarding and skill development for your team.
• Assign and monitor contractor work, and share performance feedback with HR and the staffing agency.
• Review calls and work products, track errors, give timely feedback and confirm improvement after coaching.
• Resolve escalated patient, provider and stakeholder concerns within approved procedures.
• Lead weekly team meetings and arrange onboarding, refresher training and coaching.
• Maintain dashboards for call service, productivity, turnaround, aging, quality and coverage. Keep the Director updated on risks.
• Review case data for accuracy before it goes to the Director for official reporting. Support audits and corrective actions.

What You Bring

• Bachelor's degree in business, healthcare or a related field, or an equivalent combination of education and experience
• At least 3 years of relevant healthcare, call center, patient service or administrative operations experience, including at least 2 years supervising staff or leading a team
• Ability to manage real-time coverage and competing queues while keeping quality, turnaround and accountability high
• Experience coaching staff, resolving escalations, using performance metrics and supporting training
• Strong organization, communication and problem-solving skills; proficiency in Microsoft Office and service or case management systems

Preferred

• Patient-assistance, insurance reimbursement or nonprofit experience
• Familiarity with commercial insurance and Medicare
• Experience coordinating temporary staff and managing document-heavy workflows

Work Environment And Physical Requirements

This role works onsite in our Midlothian office Tuesday through Thursday and remotely on Monday and Friday. It involves long periods of sitting, frequent computer use and regular phone and electronic communication. You may occasionally need to stand, walk, reach, bend or lift up to 10 pounds. Reliable attendance is essential. Reasonable accommodations are available.

Pay And Benefits

The pay range for this position is $70,000–$82,000 per year. Starting pay within the range depends on job-related factors such as relevant experience, skills and qualifications. Accessia Health does not ask applicants about their salary history.

Benefits include health, dental, and vision insurance; 401K, paid time off, and paid holidays.

Equal Opportunity Employer

Accessia Health is an equal opportunity employer. We make employment decisions based on qualifications, merit and business need. We do not discriminate based on race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions (including lactation), age, marital status, sexual orientation, gender identity, disability, genetic information, military or veteran status, or any other status protected by federal, state or local law.

Employment with Accessia Health is at will.

Accessia Health is committed to maintaining a safe and secure work environment for all employees and ensuring the integrity of our hiring process. As part of this commitment, we may conduct background checks and drug screenings on candidates and employees in accordance with applicable laws.

By continuing with the application process or accepting a job offer, you acknowledge that you have read, understood, and agree to the terms outlined in this background and drug screening disclaimer.