Patient Care Technician Supervisor (Mental Health)
About the Company:
Mindful Health Solutions is a leading outpatient psychiatry group practice dedicated to freeing patients from the burden of mental illness. We are transforming outpatient mental healthcare by providing the most advanced, evidence-based treatments available, including Transcranial Magnetic Stimulation (TMS) and Esketamine therapy. TMS is a highly effective, non-invasive, FDA-cleared therapy for drug resistant depression. Esketamine is an FDA-approved, prescription nasal spray for patients with treatment resistant depression. Led by nationally recognized clinical experts in psychiatry and entrepreneurial healthcare business leaders, we offer compassionate, comprehensive mental healthcare. Our team-based work culture of learning, growth and innovation supports our core values of Accountability, Credibility and Transparency. Our medical clinics are specifically designed to provide our patients, practitioners, and employees with a modern, relaxed, people-centered experience.
About the role:
As a Patient Care Technician Supervisor in a fast-paced mental health medical setting, this person provides potential patients with information about Transcranial Magnetic Stimulation (TMS), a non-drug therapy to treat patients with depression disorder and other treatment options that Mindful Health Solutions provides. The candidate for this role is required to provide excellent, friendly customer service throughout all aspects of patient contact. This individual will also assist in managing the front desk process from check-in to check-out, supervise Patient Care Technicians within the clinic and train new hires. In addition, the Patient Care Technician Supervisor will be trained and certified to perform technical duties.
Responsibilities
- Ensures workflow execution that leads to best-in-class patient experience from check-in to check-out.
- Accurately calculates and collects patient balances, including deductibles, co-insurance, and copays.
- Utilizes the electronic health records system (NextGen) to accurately maintain patient medical records and organizes tasks for physicians.
- Proactively manage physician schedules and communicate changes with patients in a timely manner.
- Assists in identifying the root cause of issues and implements solutions for best-in-class patient experience.
- Manages two-way communication between MHS leadership and the clinic team, including both licensed and unlicensed teammates.
- Trains staff and new hires on changes in policy and procedures.
- Supervises and manages Patient Care Technicians on the clinic staff.
- Administers TMS treatments according to specific physician protocols. Sets up the TMS medical device and monitors all aspects of the treatment sessions for patient comfort and treatment accuracy.
- Assist in handling any conflicts or issues that arise with either patients or clinic staff.
- Communicates with a team of certified TMS psychiatrists who oversee patient treatment at multiple office locations.
- Adheres to all HIPAA and confidentiality requirements.
- Compete additional tasks as needed by management.
Qualifications
- Two years’ experience in a managerial or supervisory role.
- Ability to deliver superior customer service to all potential patients. Strong customer service skills and exceptional phone presence are a must.
- Experience working front desk in a medical office a plus.
- Proficient with Microsoft Word and Excel, strong computer and data entry skills required.
- Excellent written, verbal and follow-up skills required.
- Ability to problem solve efficiently in fast paced or high stress situations.
- Capable of interacting with potential patients, clinic staff, physicians, and departments in a professional manner.
- Ability to multi-task with a high degree of attention to detail and bring tasks to completion.
- Must respect and adhere to office guidelines and use good judgment regarding patient confidentiality.
