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East Boston Neighborhood Health Center Manager Patient Services in East Boston, Massachusetts

Thank you for your interest in careers at EBNHC!

Everywhere you turn, you can feel it. There's an immeasurable level of enthusiasm at East Boston Neighborhood Health Center (EBNHC), one of the largest community health centers in the country. From the nurses and physicians on the front line of patient care, to the managers who shape our policies, to the customer service representatives who keep our facilities running smoothly - everyone here has a role in making medicine better.

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To learn more about working at EBNHC and our benefits, check out our Careers Page at (http://http// .

Time Type:

Full time


Patient Services

All Locations:

East Boston


Position Summary: The Manager Patient Services is responsible for the operational excellence of all registration, patient services, and clerical activities in most health center operations. Assures departments’ delivers quality services in accordance with health center mission and with applicable policies, procedures, and professional standards. Directly manages 3 Supervisors, 2 Team Leaders, 2 Insurance Coordinators, and indirectly oversees another 40 Patient Access Representatives/Coordinators. This staff is responsible for registration, check in/out, insurance verification, cash collection, appointment scheduling, patient services, including PCP assignments and patient feedback and satisfaction. This position manages human resources to promote positive employee relations and assure quality services. Coordinates training of Patient Access Representatives/Coordinators, and all other staff performing the registration and patient service function. Assists the Director of Patient Access in measuring the success of continuous improvement efforts in maximizing health center revenues and improved patient experience throughout the registration and check in process. Also assists with special projects pertaining to increasing patient access to services at the health center.

  • Supervise the activities of approximately 3 (number may vary) Supervisors and/or Team Leaders whose primarily responsibility is the Patient Registration function.

  • Directly supervise the activities of between 8 and 12 (number may vary) Patient Access Representatives/Coordinators /Patient Flow Coordinators/ Insurance Coordinators/ Member Advisors, primarily responsible for the Patient Registration, Member Services, and Clerical Support functions throughout the health center.

  • Plan, coordinate, and lead regular staff meetings with Supervisors and Patient Access Representatives as needed

  • Coordinate the planning and delivery of all Registration training including new staff training, re-training for existing staff, on-going continuous improvement in skill development and training for all registration staff and any other staff performing a registration function

  • Facilitate the completion, continuous updates of the Registration and Member Services Policy & Procedure manuals and all related tools to improve and enhance all staff in the Member Services and Registration areas access of up to date, practical, user-friendly written information

  • Implement and maintain registration and member services standards, policies and procedures in conjunction with the VP; continuously identify areas in need of policy development

  • In conjunction with Human Resources Department, manage the hiring, staff retention efforts, performance appraisal, and corrective action processes for Registration staff

  • Continuous and effective communication with the Director of Patient Accounts (or equivalent) to effectively manage the work flow for the maximization of health center revenues through accurate and complete insurance registration entry on the front end, quality review of the encounter form completion during or after the patient visit, and accurate and complete charge entry; make recommendations for continuous improvement in the work flow

  • Continuous and effective communication with appropriate IT Project Manager in the implementation of EPIC updates, creating systems solutions to streamline functions and minimize duplication, and developing reports to evaluate performance of Registration and Member Services staff and the department as a whole

  • Identify, track and report on various measures to continuously improve performance of all positions within Registration and Member Services, specifically the registration and member service functions including the delivery of quality patient service, quality of the information entered in EPIC, and various outcomes

  • Problem solve with the various departments performing registration functions in identifying areas for improving patient flow and overall departmental efficiency

  • Review staff productivity and performance

  • Assist Vice President in departmental Continuous Improvement Projects and other special project planning; solicit input from staff and involve staff in the implementation process as appropriate

  • Liaison with internal functional departments, i.e., Finance, IT, Human Resources, Clinical Practices, Medical Records, Interpreter Services, Facilities, Purchasing, and Administration


  • Four year college degree or combination of education and experience.


  • Minimum of 3 to 5 years supervisory experience

  • Knowledge of managed care, the various insurance plans, registration practices and protocols strongly needed

  • Understanding of and experience with EBNHC systems, processes, policies and procedures a plus

  • Minimum of 3 to 5 years work experience in a health care or customer service environment


  • Strong leadership, initiative, and supervisory skills

  • Exceptional customer service and problem solving skills

  • Excellent communication and interpersonal skills

  • Strong organizational and time management skills

  • Awareness and appreciation of the continuous improvement processes

  • Strong computer skills

  • Awareness of state of the art technology to solve operational issues

  • Analytical skills necessary to review reports and identify trends/issues

  • Demonstrates ability to work in a fast paced environment performing multiple tasks simultaneously

There’s a reason East Boston Neighborhood Health Center is ranked as one of the “Top Places to Work” by The Boston Globe. It is because we are committed to maintaining a truly supportive and welcoming environment — for both our employees and our patients — that reflects our mission and culture. A huge focus of which is to offer important benefits so you can be your best inside and outside of work.

Striving to be an employer of choice, we offer progressive benefits, a variety of schedules, and the satisfaction of working with a diverse workforce whose unity of purpose is a real force for achievement. Plus, our Education & Training Institute is an attractive resource for many of our employees who seek to broaden their skill base and advance their careers.

  • Medical & Dental Coverage

  • Life and Disability Insurance

  • Privileges at Boston Medical Center for Providers

  • 401(K) Retirement Plan

  • Educational Assistance

  • Flexible Spending & Transportation Accounts

  • Paid Holidays, Vacations, Sick and Personal Time

  • A Generous Staff Development Benefit

  • Excellent Malpractice Coverage

  • A Designated Medical Staff Office for Physician Support

  • Free Parking

  • And Much More…