Patient Registration Assistant Manager

For more than55 years, Family Health Centers of San Diego's (FHCSD) mission has been to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons.

FHCSD is one of the top 10 largest federally qualified health centers (FQHCs) in the country. We operate more than 90 sites across San Diego County, including 29 primary care clinics, 23 behavioral health facilities, 10 physical rehabilitation clinics, nine dental clinics, five vision clinics, four outpatient substance use treatment programs, three mobile medical units, two mobile counseling centers, two urgent care centers, and a pharmacy.

Our staff provides care to over 227,000 patients each year, of whom 91% are low-income and 29% are uninsured. FHCSD provides care to all. Services include, but are not limited to adult care, chronic disease management, pediatrics, comprehensive women's care including obstetrics, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling and a host of specialty services including cardiology, podiatry, endocrinology, dermatology, among others. FHCSD also offers supportive services to those who are unsheltered and in need of intensive case management.

The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and the largest mental health provider in the San Diego region.

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.

We are excited to share that the salary range for this position is:

Information on our extensive benefits package can be found here: FHCSD Wellness - Employee Hub (gobenefits.net)

FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training.