Operations Lead - Patient Access & Front Desk

Springfield Clinic; Springfield (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Springfield Clinic is seeking an Operations Lead to supervise Patient Concierge, PAS, and Call Center teams, guiding front-end workflow and revenue cycle processes to improve patient experience. You will partner with Learning & Development to design training and lead staff through onboarding and ongoing education.

Responsibilities include staffing, attendance, performance feedback, scheduling, and ensuring smooth daily operations across front desk, call center, and patient access functions.

Qualifications

• High School diploma or GED; Associate degree preferred.
• CMAA certification is required or obtainable per policy for 2024 hires.
• 4+ years in direct customer service, hospitality, or patient concierge roles.

Responsibilities

• Lead Patient Access Specialist and frontline team members.
• Assist with scheduling, coverage, and staffing to ensure front-end operations.
• Review time-off requests and enter absentee reports in payroll.
• Provide performance feedback, participate in interviewing, and support staff development.
• Lead training initiatives using adult learning principles and assess learning outcomes.
• Maintain efficient workflow, staffing accuracy, and front desk coverage.
• Address patient complaints and ensure timely, quality customer service.

Skills

Leadership

Customer service

Staff training

Front-end operations

Typing accuracy

Education

High School diploma or GED

Associate degree preferred

CMAA certification

Tools

Payroll system

RCx Rules

APM

TW system

Job description

Springfield Clinic is seeking an Operations Lead to supervise Patient Concierge, PAS, and Call Center teams, guiding front-end workflow and revenue cycle processes to improve patient experience. You will partner with Learning & Development to design training and lead staff through onboarding and ongoing education.

Responsibilities include staffing, attendance, performance feedback, scheduling, and ensuring smooth daily operations across front desk, call center, and patient access functions.