Patient Services Manager

About the role

Illinois Bone & Joint Institute, LLC (IBJI), founded in 1991, is the largest orthopedic group practice in Illinois with more than 150 physicians in every orthopedic specialty. Serving northern Illinois and northwest Indiana with over 100 locations, IBJI offers comprehensive care including advanced MRI imaging, pain management, non-surgical and surgical treatment plans, rheumatology, physical therapy, occupational therapy, wellness, and sports training. Ortho Access walk-in clinics provide same-day care for orthopedic injuries.

The Patient Services Manager is responsible for overall daily front desk operations and supervision and development of administrative staff. This role maintains a positive, professional, and team-oriented front desk environment, accountable for front desk staff operational performance and stability, exemplifying professionalism, sound judgment, operational expertise, and customer service excellence in accordance with company core values and standards.

Responsibilities

• Review analytics platform, provider schedules, and patient accounts weekly
• Ensure optimal patient access options via cross-clinic collaboration and scheduling, work queue management, central scheduling team support, and manager involvement
• Ensure front desk team members are proficient in all front desk best practice operations as detailed in their respective job descriptions
• Supervise and coach front desk team members to meet administrative metrics relative to visit capacity, collections, and new referral follow-through
• Serve as administrative lead when issues require escalation/direction for resolution
• Meet with direct manager to review status of clinic initiatives, analytics, goals, and metrics weekly
• Develop relationship with the local Physician Administrator
• Manage the performance appraisal cycle of support staff
• Manage staff time off and coverage options
• Conduct on-site interviews of new hire support staff (as applicable)
• Manage all tasks as assigned on new hire, transfer, and termination processes
• Attend monthly management meetings and conference calls as required
• Communicate effectively with company staff and utilize/navigate company resources appropriately
• Participate as needed in special projects or other clinic coverage as requested
• Assist in maintaining a clean and safe work environment
• All other duties as assigned

Requirements

Competencies

• Leadership
• Initiative
• Communication Proficiency
• Relationship Building/Team Building
• Critical Thinking and Problem Solving
• Organizational Skills
• Technical proficiency in practice management and physician/rehab specific electronic health record software systems

Work Environment

• Flexible to work opening and closing shifts, or any shift as determined by clinic needs
• Fast-paced professional office setting
• Routine use of standard office equipment such as computers, phones, photocopiers, filing cabinets, scanners, and fax machines
• Travel required for meetings or coverage

Education and Experience

• Bachelor's degree or higher (healthcare concentration preferred) or equivalent of 3 years of customer service management experience (healthcare background preferred)
• Professional and effective writing and verbal communication skills
• Versed in technical skills such as EMR software, practice management software, Windows, MS Office, email access, internet navigation
• Typing speed minimum 40 words per minute
• Spanish/bilingual is a plus