Patient Relationship Manager

Joint Relief Institute; Northbrook (SC, IL); On-site; USD 22,730 - 32,373; Full time

Benefits offered by this job

Clinic performance bonus

Medical, dental, and vision benefits

PTO

401(k)

Job summary

A healthcare organization is seeking an experienced operations leader to manage clinic floor activities and ensure seamless patient care. The role requires overseeing outpatient operations, leading staff, and maintaining high service standards. Candidates should possess significant experience in operations management, a strong understanding of insurance processes, and exceptional communication skills. This full-time position is on-site at various locations in South Carolina and offers competitive compensation alongside performance bonuses.

Qualifications

• 3+ years in outpatient operations (ortho/pain/ASC/physical medicine or similar) including staff supervision.
• Fluent in eligibility, benefits, prior auth, and patient OOP conversations.
• Proven queue/throughput management; calm under pressure.

Responsibilities

• Lead AM huddles, manage room assignments and wait times.
• Oversee benefits verification and prior authorizations.
• Recruit, train, and coach front desk and clinical support.

Skills

Outpatient operations experience

Staff supervision

Insurance eligibility and benefits knowledge

Excel/Sheets proficiency

Communication skills

Patient-centered mindset

Job description

Organization: Joint Relief Institute (JRI)

Location: On‑site at assigned clinic (multiple locations)

Reports to: COO / Regional Operations Manager

Peers: Providers, Outreach/Call Center (CC), Billing, Credentialing

Direct Reports: Front Desk, Technicians/PC Assistants, Insurance/Benefits staff (where applicable)

Mission

Own the clinic floor. Orchestrate Room I/O, staff, and schedules so providers stay productive, patients move smoothly, coverage is clear, and new patients start care same‑day whenever clinically appropriate.

What You’ll Do

• Run the floor: Lead AM huddles, room assignments, and real‑time queue management; keep wait times low and providers on time.
• Room I/O: Ensure ready rooms, clean turnovers, pre‑chart checks, and tight handoffs.
• Insurance & the close: Oversee benefits verification and prior auths; conduct clear coverage conversations and close eligible new patients confidently and ethically.
• Staff leadership: Recruit, train, schedule, and coach front desk and clinical support; drive teamwork and service standards.
• Provider support: Optimize templates/blocks, prep charts and diagnostics, remove daily bottlenecks.
• Patient experience: Own service recovery, NPS/CSAT follow‑up, and referral/review asks.

Reporting & compliance: Deliver weekly operational metrics; enforce HIPAA/OSHA and documentation lock within 24 hours.

Growth partner: Coordinate with Outreach/CC for consult readiness, win‑backs, and local referral relationships.

How Success Is Measured

• Same‑Day Start (SDS) Rate: ≥40% of eligible new consults start care same day
• 14‑Day Conversion: ≥70% of eligible new consults start within 14 days
• Average Wait to Room: ≤10 minutes
• Room Utilization: 85–92% during provider clinic hours

What You Bring

• 3+ years in outpatient operations (ortho/pain/ASC/physical medicine or similar) including staff supervision.
• Fluent in eligibility, benefits, prior auth, and patient OOP conversations; strong closing skills aligned to clinical guidance.
• Proven queue/throughput management; calm under pressure; numbers‑driven with Excel/Sheets skills.
• Working knowledge of HIPAA and EHR/PM systems; excellent communication and coaching.
• Service excellence: Demonstrate unwavering commitment to exceptional patient care with empathy, respect, and responsiveness to individual needs.
• Communication skills: Exceptional verbal and written communication; ability to explain complex insurance/medical concepts clearly and compassionately.
• Patient‑centered mindset: Consistently prioritize patient comfort, dignity, and care quality throughout every interaction and process.

Language proficiency:

Bilingual skills (Spanish or Polish) strongly preferred to

Nice to Have

• Hospitality / restaurant experience: Prior experience in customer‑facing roles with high‑volume operations, fast pace, and service excellence is valuable.
• Experience launching new clinics or scaling multi‑site operations; basic revenue cycle literacy (coding/denials trends).

Schedule & Location

Full‑time, on‑site. May include occasional early starts or late closes aligned to

$20/hr + clinic performance bonus; medical/dental/vision; PTO; 401(k).

JRI is an equal‑opportunity employer. We celebrate diversity and are committed to