LifeLong Medical Care has an exciting new opportunity for a Patient Services Supervisor in Berkeley. The Patient Services Supervisor provides administrative support and oversees project coordination for the Patient Services Department. Additionally, this role serves as LifeLong’s Patient Grievances Coordinator. Reporting to the Director of Patient Services, the Supervisor collaborates closely with the Call Center, Enrollment team, Center Directors, Supervisors, and other key staff to ensure exceptional customer service for patients.

This is a full time, benefit eligible position in Berkeley. Bilingual English/Spanish preferred.

LifeLong Medical Care is a multi-site, Federally Qualified Health Center (FQHC) with a rich history of providing innovative healthcare and social services to a wonderfully diverse patient community. Our patient-centered health home is a dynamic place to work, practice, and grow. We have over 15 primary care health centers and deliver integrated services including psychosocial, referrals, chronic disease management, dental, health education, home visits, and much, much more. 

Benefits

Compensation: $67,000 - $68,600/hour. We offer excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including ten paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

Grievance Coordination

• Serve as LifeLong’s Patient Grievances Coordinator for both patients and health plans.
• Respond to, document, track, and manage patient grievances in compliance with regulatory requirements.
• Act as the first point of contact for LifeLong’s Patient Grievance Line, ensuring timely communication with patients and health plans.
• Collaborate with center management to ensure prompt follow-up and resolution of grievances.
• Draft and send patient letters, ensuring proper documentation in EPM/EHR.
• Act as a liaison with health plans to meet grievance deadlines and reporting requirements.
• Generate monthly and quarterly grievance reports and maintain the Grievance Dashboard in Tableau. Present findings to the Quality Improvement Committee and other relevant groups.

Support for Patient Services Department

• In consultation with the Director of Patient Services, coordinate patient behavioral warning letters, discharges, and readmission requests, including managing, tracking, and responding to requests from center management.
• Coordinate patient correspondence in collaboration with HIT team, including provider departure notices, PCP change requests, and new provider assignments. Work with center management to determine appropriate distribution lists using the Tracks database and ensure timely communication.
• Provide administrative support to Patient Services, drafting and updating procedures and protocols, sending weekly updates to staff, taking meeting minutes, and handling other administrative duties.
• Run and distribute daily, weekly, and monthly performance reports for Patient Services, tracking key performance metrics, appointment availability, and other reporting needs.
• Collaborate with the Call Center Manager to assess and refine Patient Services workflows, enhancing efficiency and patient experience.
• Ensure internal standards, guidelines, and procedures are in place, and updating protocols as needed.
• Assist in developing annual department objectives and track/report monthly progress.
• Act as a Patient Services Representative Lead when needed.
• Assist in training new Patient Services Representatives and Patient Services Advocates.
• Track and update the master Provider/NPI list.
• Develop and maintain Patient Services training manuals.
• Support the new patient registration process, ensuring patients' insurance eligibility and program enrollment information are verified before their first appointment.
• Dialpad Reporting & Support: Assist with setting up department reports in Dialpad, serve as the subject matter expert on Dialpad reporting, providing guidance on data interpretation and best practices. Troubleshoot reporting issues and collaborate with teams to optimize report usage. Train staff on accessing and utilizing Dialpad reports effectively.
• Serve as a stand-in for the Director of Patient Services and Call Center Manager as needed.
• With the support of the Director of Patient Services, assess and update Patient Services policies.
• Participate in and contribute to the weekly Revenue Revival Bootcamp.
• Oversee the quarterly EPIC bulk chart inactivation process.
• Oversees and maintains the relationship with the interpretation services vendor, ensuring effective communication, service quality, and contract compliance.
• Order and maintain supplies for Patient Services and the 7th Street location, ensuring adequate inventory and restocking breakroom supplies. Serve as the point of contact for the 7th Street location.
• Manage projects as assigned and perform other duties as assigned.

• Excellent interpersonal, verbal, and written skills and ability to effectively work with people from diverse backgrounds and be culturally sensitive. The ability to show empathy to patients with complex health needs and to explain complex information clearly and simply.
• Ability to effectively support, motivate and supervise staff; encourage and nurture development and growth, and build a strong and productive team.
• Strong organizational, administrative, multi-tasking, prioritization, and problem-solving skills.
• Ability to work effectively under pressure in a positive friendly manner and to be flexible and adaptive to change.
• Ability to effectively present information to others, including patients, other employees, community partners and vendors.
• Ability to seek direction/approval on essential matters, yet work independently with little supervision, using professional judgment and diplomacy.
• Conducts oneself in internal and external settings in a way that reflects positively on Lifelong Medical Care as an organization of professional, confident, and sensitive staff.
• Ability to see how one’s work intersects with that of other departments of LifeLong Medical Care and that of other partner organizations.
• Make appropriate use of knowledge/expertise/ connections of other staff.
• Be creative and mature with a “can do”, proactive attitude, excellent customer service skills and an ability to continuously “scan” the environment identifying and taking advantage of opportunities for improvement.
• Ability to work in a team-oriented environment with staff with different work and communication styles.

Job Requirements        

• Associate degree or equivalent combination of education and/or 2 years’ experience.  
• Proficient in Microsoft office especially Excel, Word, PowerPoint, and Outlook. Must be comfortable utilizing and reporting in Excel regularly.
• At least one year of experience in an administrative role within a healthcare or other related Non-Profit setting.
• Experience in leading employees or previous supervisory experience.

Job Preferences

• Bachelor’s degree
• 1-2 years of experience in a Non-Profit or Community Health Center.
• Bilingual – Spanish/English