Patient Registration Assistant Manager

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 90 sites, over 227,000 patients, and over 1.1 million healthcare visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff.

Job Summary
Under the guidance of the Patient Registration Services Manager, the Patient Registration Assistant Manager plays a key role in driving operational excellence across clinic-based Patient Service Representative (PSR) teams. This position is responsible for supporting the development, implementation, and continuous improvement of training programs that ensure consistent and high-quality execution of PSR functions systemwide.
The Assistant Manager collaborates in setting operational goals, standardizing workflows, and promoting uniform performance across all clinics. This role also oversees competency tracking, identifies training needs, and maintains educational materials in a centralized repository to support ongoing staff development. Through these efforts, the Assistant Manager contributes to enhanced PSR performance metrics and improved patient experience.
 

General Job Description:

Job Roles

• Coordinate onboarding and orientation for new Patient Service Representatives (PSRs).
• Deliver training for new hires, refresher courses, system upgrades, and optimization initiatives using various formats (e.g., in-person, one-on-one, webinars, recorded modules).
• Collaborate with the Patient Registration Services Manager to assess ongoing training needs and improve patient registration and experience.
• Develop and update educational materials in response to staff feedback and changes in registration or billing processes.
• Support the development and implementation of PSR competency training across registration workflows, CMIS systems, patient experience standards, and scorecard metrics.
• Ensure all training materials are current, accurate, and centrally maintained.
• Coordinate training schedules in partnership with clinic leadership.
• Participate in testing and rollout of new systems, processes, and upgrades.
• Contribute to continuous improvement initiatives and workflow optimization.
• Partner with leadership to evaluate and revise existing and new operational workflows.
• Assist teams in achieving key performance indicators (KPIs).
• Provide input during hiring and performance evaluations of PSRs.
• Facilitate group and individual training sessions on topics such as electronic equipment usage, office procedures, and database navigation.
• Communicate effectively with both technical and non-technical staff to support the development of operational solutions.
• Collaborate with billing teams to ensure compliance with payer requirements, cash handling, and reconciliation processes.
• Work with IT and department directors to formalize and implement registration system changes.
• Conduct regular observations of PSR staff across clinics and provide feedback to clinic leadership.
• Coach and monitor staff to ensure adherence to established procedures and identify areas for improvement.
• Promote the use of AIDET principles to foster exceptional patient care through empathetic, accurate, and helpful interactions.
• Performs other duties as assigned.

Education/Certifications/Licenses/Registrations

• High school diploma or GED equivalent required.
• Bachelor’s degree preferred.
• Traveling between sites and other locations is required as an essential function of the job. Must have a car, a valid California driver’s license, and proof of minimum levels of car insurance as required under California law, although limits of $100,000 are recommended. An acceptable driving record is also required. California law requires all drivers to obtain a valid California driver’s license within ten days of establishing residency. Mileage and other reimbursement governed by policy.

Experience/Specialized skills (including Language)

• Minimum of 2 years of supervisory experience required.
• Minimum of 5 years of customer service experience in a healthcare setting required.
• Prior experience in training delivery and development of training material preferred.
• Demonstrated ability to manage multiple tasks, adapt to shifting priorities, and maintain accuracy in a fast-paced, high-volume environment
• Ability to take initiative, make sound decisions and follow through on projects and tasks.
• Skilled in coordinating and executing detailed work while managing input from multiple stakeholders.
• Ability to work well in both a collaborative team environment and independent work setting.
• Proficient in computer systems and literacy.
• Bilingual in English/ Spanish preferred.
• Excellent written and verbal communication skills.

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits.

22.04 - 33.12

If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and/or experience. In addition to these factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package (more information on our benefits offerings is available here: FHCSD Wellness – Employee Hub (gobenefits.net)