Patient Services Manager

Job Description

Job Description

About Us:

Champlain Toxicology Lab is committed to supporting healthcare providers and patients throughout Vermont with high-quality toxicology services. Our Burlington-based Patient Service Center (PSC) plays a critical role in ensuring efficient, compassionate, and compliant services for our patients, many of whom are in active recovery. We are seeking a dynamic Patient Services Manager to lead this vital office.

Position Summary:

The Patient Services Manager will oversee the day-to-day operations of our Burlington Patient Service Center, supervising a small team, managing patient engagement services, and overseeing the full lifecycle of telecollection kit logistics.

This role requires a detail-oriented, compassionate, and tech-savvy leader who thrives in a multi-tasking environment.

Key Responsibilities:

1. Team Leadership & Staff Management

• Supervise and support a team of Patient Service Representatives.

• Ensure adherence to Standard Operating Procedures (SOPs).

• Foster a positive and engaging workplace culture.

• Provide mentorship, assign daily tasks, and manage scheduling, PTO, and performance evaluations.

• Motivate staff and model professionalism and patient-first service.

2. Patient Engagement & Office Operations

• Oversee all patient service workflows and communications with patients, clinicians, nurses, and physicians.

• Maintain and update patient records across multiple digital platforms.

• Ensure quality and compliance in observed/unobserved sample collections (on-site, off-site, and remote).

• Identify and implement process improvements to enhance efficiency and patient experience.

• Work collaboratively with Sales and Account Management teams.

3. Telecollection Kit Oversight & Shipping

• Manage the full telecollection kit process: need identification, ordering, assembly, and shipment.

• Oversee kit accuracy, USPS shipping processes, and inventory management.

• Identify opportunities for streamlining and improving kit logistics and productivity.

Qualifications:

Required:

• 2+ years of experience in office or administrative management (medical or clinical office experience preferred, but not required).

• Proven ability to lead teams, manage workflows, and maintain a high standard of service.

• Excellent organizational skills (physical and electronic).

• Proficient with digital tools and platforms; ability to quickly learn new systems.

• Strong interpersonal and communication skills.

Preferred:

• Experience with logistics and/or shipping coordination.

• Familiarity with systems such as LIMS, HL7, patient portals, and USPS shipping software.

Additional Requirements:

• On-site role: Monday–Friday, 8:30 AM–5:00 PM.

• Extended hours (7:30 AM–6:00 PM) required 2–4 times per month.

• Valid Vermont driver's license and personal vehicle required (parking permit provided).

• Occasional off-site collections and local sample transport may be needed.

• Ability to lift up to 40 lbs.

• Compassion for patients in recovery and a desire to support their care journey.

What We Offer:

• Salary is commensurate with experience.

• Opportunity to grow with an expanding company serving communities throughout Vermont.

• Supportive leadership team and collaborative work environment.

• Direct impact on patient care and community well-being.