Patient Services Operations Lead

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

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.