Job Description Summary

Under the direction of the Director of Patient Access, the Manager, Student Clinic Patient Service Representatives (PSRs) provides operational leadership and oversight of all front-end patient access functions within the Student Clinics. This role is responsible for ensuring standardized, efficient, compliant, and patient-centered access operations aligned with the College’s centralized Patient Access structure.
The Manager directly supervises all Student Clinic PSRs and is accountable for team performance, service excellence, workflow standardization, financial stewardship, and continuous improvement. This leader partners closely with Clinical Affairs managers and other stakeholders to ensure seamless patient flow, cross-functional collaboration, and an exceptional patient experience.

Entity

Medical University of South Carolina (MUSC - Univ)

Worker Type

Employee

Worker Sub-Type​

Classified

Cost Center

CC001135 CDM Dental Teaching Clinic

Pay Rate Type

Salary

Pay Grade

University-GEN09

Pay Range

52,100.00 - 70,300.00 - 88,600.000

Scheduled Weekly Hours

40

Work Shift

Job Description

20%:

• Directly supervise all Resident Clinic PSRs, including recruitment, onboarding, training, performance management, coaching, retention, and progressive discipline in accordance with MUSC HR policies.

• Develop and implement structured onboarding and ongoing training plans to ensure workflow standardization and cross-coverage capability across clinics.

• Support career development and succession planning initiatives to build leadership readiness within the PSR team.

• Monitor time and attendance, approve payroll and leave requests in OurDay, and ensure compliance with University policies.

• Partner with Human Resources on employee relations matters, including FMLA, ADA, and other leave considerations.

• Ensure staff completion of required annual compliance training and professional development activities.

20%:

• Lead and oversee patient registration, scheduling, admissions, insurance verification, consent management, and demographic accuracy.

• Ensure consistent implementation of standardized workflows across all Student Clinics in alignment with centralized Patient Access policies.

• Conduct routine chart audits to ensure documentation compliance, including annual consents, identification, and insurance records.

• Identify operational gaps and collaborate with the Director of Patient Access and Training Team to implement process improvements and workflow redesign as needed.

• Ensure compliance with University, State, and Federal regulations including HIPAA and OSHA requirements.

• Partner with Student PSR Manager and Care Coordination Manager to ensure alignment between front-end scheduling, clinic capacity, and referral management processes.

20%:

• Establish, monitor, and continuously refine Key Performance Indicators (KPIs) aligned with Patient Access and Clinical Affairs goals.

• Analyze real-time and historical performance data to evaluate productivity, accuracy, patient access metrics, and service levels.

• Develop and implement corrective action plans when performance standards are not met.

• Prepare and present weekly and monthly performance reports to the Director of Patient Access.

• Contribute to departmental strategic initiatives focused on access optimization, patient experience improvement, and operational efficiency.

20%:

• Serve as the primary escalation point for complex patient access and customer service concerns within the Student Clinics.

• Lead service recovery efforts to ensure timely, professional, and patient-centered resolution of complaints.

• Track, trend, and analyze patient complaint data to identify systemic issues and recommend process improvements.

• Collaborate with Clinical Affairs leadership when concerns require higher-level intervention or policy clarification.

• Reinforce service excellence standards and accountability across the PSR team.

15%:

• Manage and reconcile the Resident Clinic Change Funds in accordance with CDM and University policies.

• Oversee daily cash drawer reconciliation, distribution of change funds, and deposit processes.

• Ensure adherence to internal control standards and financial compliance requirements.

• Identify opportunities to strengthen financial controls and improve reconciliation efficiency.

• Serve as back-up to the Student PSR Manager for these duties

5%:

• Promote a culture of accountability, engagement, and continuous improvement aligned with the Patient Access strategic vision.

• Conduct regular individual rounding and team meetings to communicate expectations, gather feedback, and reinforce performance standards.

• Prepare agendas, document meeting minutes, and ensure timely follow-up on action items.

• Support change management initiatives associated with Patient Access centralization and clinic optimization efforts.

• Perform other duties as assigned by the Director of Patient Access.

Additional Job Description

Minimum Requirements: A high school diploma and five years relevant experience in business management, public administration or administrative services; or a bachelor's degree and three years experience in business management, public administration or administrative services. Physical Requirements: (Note: The following descriptions are applicable to this section: Continuous - 6-8 hours per shift; Frequent - 2-6 hours per shift; Infrequent - 0-2 hours per shift) Ability to perform job functions in an upright position. (Frequent) Ability to perform job functions in a seated position. (Frequent) Ability to perform job functions while walking/mobile. (Frequent) Ability to work indoors. (Continuous) Ability to work outdoors in all weather and temperature extremes. (Infrequent) Ability to work in confined/cramped spaces. (Infrequent) Ability to perform job functions from kneeling positions. (Infrequent) Ability to bend at the waist. (Frequent) Ability to squat and perform job functions. (Infrequent) Ability to perform 'pinching' operations. (Infrequent) Ability to fully use both hands/arms. (Continuous) Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Frequent) Ability to reach in all directions. (Frequent) Possess good finger dexterity. (Continuous) Ability to maintain tactile sensory functions. (Continuous) Ability to lift and carry 15 lbs., unassisted. (Infrequent) Ability to lift objects, up to 15 lbs., from floor level to height of 36 inches, unassisted. (Infrequent) Ability to lower objects, up to 15 lbs., from height of 36 inches to floor level, unassisted. (Infrequent) Ability to push/pull objects, up to 15 lbs., unassisted. (Infrequent) Ability to maintain 20/40 vision, corrected, in one eye or with both eyes. (Continuous) Ability to see and recognize objects close at hand. (Continuous) Ability to see and recognize objects at a distance. (Frequent) Ability to match or discriminate between colors. (Frequent) Ability to determine distance/relationship between objects; depth perception. (Continuous) Good peripheral vision capabilities. (Continuous) Ability to maintain hearing acuity, with correction. (Continuous) Ability to hear and/or understand whispered conversations at a distance of 3 feet. Ability to perform gross motor functions with frequent fine motor movements. (Frequent) Ability to work in dusty areas. (Infrequent)

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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