POSITION SUMMARY

The Patient Service Manager is responsible for leading and developing the patient service team while overseeing daily front-office operations to ensure exceptional patient experience and efficient practice performance. This position serves as a key leader within the practice, responsible for staff scheduling, performance management, operational standards, and patient service excellence. The Patient Service Manager works closely with the Practice Manager and doctors to support practice growth, achieve key performance indicators, and maintain a positive, patient-focused culture.

POSITION LOCATION

750 N Grandstaff Dr, Auburn, IN 46706

WHAT WE OFFER

• Salary based on relevant knowledge and experience
• 6.5 paid holidays each year, plus 2 floating holidays
• Approximately 8 days of Paid Time Off (PTO) during your first year of employment
• Comprehensive benefits package including medical, dental, vision, and 401(k)
• Company-paid certification programs that provide opportunities for professional development and wage increases upon successful completion
• Career advancement opportunities throughout the organization, including pathways into expanded leadership and management roles
• A supportive team environment focused on growth, development, and exceptional patient care

ESSENTIAL RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Team Leadership

Lead, coach, and develop front-office staff while fostering a positive, patient-focused culture. Create staff schedules, review timecards, support training efforts, and ensure compliance with company policies and attendance expectations.

Patient Experience

Oversee patient check-in and check-out processes, manage patient flow, and help resolve service concerns to ensure an exceptional patient experience. Support clinical operations as needed, including chart preparation and patient testing.

Operations & Financial Management

Coordinate daily office operations, including end-of-day responsibilities, cash handling, daily deposits, bank runs, insurance filing, claim follow-up, and accounts receivable support. Monitor operational processes to ensure accuracy, efficiency, and financial accountability.

Performance & Growth

Monitor and drive key performance indicators (KPIs), uphold operational standards, and identify opportunities to improve team performance, patient satisfaction, and practice efficiency.

Compliance & Practice Standards

Ensure compliance with HIPAA, company policies, and regulatory requirements while maintaining a safe, organized, and professional environment for patients and staff.

Other Duties

Perform additional responsibilities as assigned by the Practice Manager, Operations Director, and doctors.

EDUCATION AND/OR EXPERIENCE

High school diploma or equivalent required. Associate's or Bachelor's degree preferred. Previous supervisory or management experience preferred. Experience in healthcare, optometry, ophthalmology, or medical office operations preferred.

COMPETENCIES

• Strong leadership, coaching, and team-building skills
• Excellent organizational, time management, and multitasking abilities
• Effective problem-solving and decision-making skills
• Strong interpersonal, written, and verbal communication skills
• Customer service mindset with a commitment to delivering an exceptional patient experience
• Ability to build positive working relationships with patients, providers, staff, and support teams
• Proactive, adaptable, and able to perform effectively in a fast-paced environment
• Basic understanding of financial, operational, and performance metrics
• Ability to maintain confidentiality and comply with company policies and regulatory requirements
• Dependable attendance and flexibility to work occasional evenings and weekends as business needs require

PHYSICAL DEMANDS AND WORK ENVIRONMENT (per ADA guidelines)

Physical Activity

Standing for sustained periods of time, Stooping, Grasping, Lifting, Talking, Hearing.

Physical requirements

Light work. Must be able to lift up to 15 lbs on a regular basis from floor to waist, 5 lbs from waist to shoulder, and 5 lbs from shoulder to overhead. The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.