Welcome to Orthopaedic Associates of Duluth - where health meets happiness! We're not just about treating patients; we're about creating a healthy work environment that's as vibrant as our medical expertise. More importantly, we are locally owned and care about our employees and community.

Location:

Duluth, MN (with travel to Hermantown, Hibbing, and Virginia locations)

Reports To:

CEO Employment Type:

Full-Time, Exempt Compensation Range:

$70,000 - $100,000, based on experience

Direct Reports:

Front desk, call center, referral, and authorization staff across all OAD locations Position Summary The Patient Services Manager is responsible for overseeing all front-end patient access and support functions across the organization. This role ensures an exceptional patient experience by leading teams responsible for scheduling, registration, referrals, authorizations, medical records, and patient communications. This position serves as the operational leader for patient-facing administrative functions and works in close partnership with the Revenue Cycle Manager, clinical leadership, and other department leaders to support organizational goals, provider productivity, and patient satisfaction. The Patient Services Manager owns the front-end of the revenue cycle — including point-of-service collections, registration accuracy, and authorization turnaround — while the Revenue Cycle Manager owns back-end billing, coding, and claims functions; the two roles coordinate closely to ensure a seamless handoff and a clean, complete claim. The Patient Services Manager is responsible for creating a consistent, high-quality patient experience from the first point of contact through patient arrival while ensuring efficient operations that support organizational growth. Scope of Responsibility Front desk operations Telephone and call center operations Patient referrals Prior authorizations, including inbound and outbound processes Medical records management Processing of patient disability and FMLA paperwork requiring provider or practice completion Patient pre-registration and demographic verification Staff scheduling and coverage management Hiring, onboarding, coaching, performance reviews, and corrective action Management of patient complaints originating within patient service areas Front-end collections, including copays, coinsurance, and deposits Scheduling support for imaging services Coordination of imaging authorizations through the clearance team Call center performance monitoring and staffing optimization Daily batch close-out and reconciliation processes Development and maintenance of front-end policies and procedures Additional Responsibilities Partner with providers to optimize clinic schedules and appointment availability Monitor appointment utilization, cancellations, no-shows, and access metrics Develop onboarding and training programs Cross-train staff for operational continuity Monitor registration accuracy and authorization compliance Ensure HIPAA and regulatory compliance Support patient access technology and process improvements Collaborate with IT and leadership on workflow enhancements Qualifications Associate degree preferred Bachelor's degree preferred Healthcare operations experience preferred Leadership experience in healthcare preferred Orthopedic, spine, sports medicine, pain management, surgical specialty, or multi-site practice experience preferred Equivalent combinations of education, training, and experience will be considered Key Performance Indicators Patient satisfaction scores Call abandonment rate Average speed of answer Registration accuracy rate Insurance verification accuracy Referral and authorization turnaround times Front-end collection performance Appointment utilization rate New patient access days Third-next available appointment No-show rate Cancellation rate Patient portal utilization Employee engagement and retention Patient complaint resolution metrics

Pay:

$70,000.00 - $100,000.00 per year

Benefits:

401(k) Commuter assistance Dental insurance Flexible spending account Health insurance Health savings account Paid time off

Work Location:

In person