Patient Services Manager

Illinois Bone and Joint Institute LLC; Wisconsin; Hybrid; USD 60,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

Paid holidays and PTO

Wellness program

Job summary

Illinois Bone and Joint Institute, LLC (IBJI) seeks a Patient Services Manager to oversee daily front desk operations and supervise administrative staff. The role emphasizes professionalism, operational excellence, and customer service aligned with IBJI standards.

Responsibilities include managing scheduling, access optimization, performance coaching, and interdepartmental collaboration to support clinic initiatives and patient flow across locations.

Qualifications

• Bachelor's degree or higher; healthcare concentration preferred.
• 3+ years of customer service management experience (healthcare preferred).
• Strong writing and verbal communication skills.
• Typing speed 40 wpm; proficient IT skills.

Responsibilities

• Review analytics, provider schedules, and patient accounts weekly.
• Optimize patient access through cross-clinic collaboration and scheduling.
• Ensure Front Desk staff follow best practices per job descriptions.
• Coach staff to meet visit capacity, collections, and referrals goals.
• Serve as administrative lead for escalation and resolution.
• Attend monthly management meetings and report on progress.

Skills

Leadership

Initiative

Communication

Team Building

Critical Thinking

Organizational Skills

EHR/Practice Mgmt Systems

Education

Bachelor's Degree or higher (Healthcare concentration preferred) or 3 years of customer service management experience

Job description

Description

Illinois Bone & Joint Institute, LLC (IBJI),

Founded in 1991, IBJI is the largest orthopedic group practice in Illinois. With more than 150 physicians in every orthopedic specialty, IBJI offers care for adults and children from some of the most accomplished and respected orthopedists in the country. Serving northern Illinois and northwest Indiana with over 100 locations, IBJI makes it easy to access care. Our headquarters is in Park Ridge, Illinois, a northwest suburb of Chicago. Our clinical services include advanced MRI imaging, pain management, non-surgical and surgical treatment plans, rheumatology, physical therapy, occupational therapy, wellness, and sports and sports training. Ortho Access walk‑in clinics provide same day care for orthopedic injuries. Comprehensive care offered all in one place enables physicians, therapists and staff to work closely together, so that patients and families achieve better outcomes. Collaborative care is also more efficient. In many cases, IBJI services are substantially less expensive than those provided by large healthcare systems and emergency rooms.

Summary

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

Responsibilities

• Review of the 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 involvement of the Manager
• Ensure that Front Desk team members are proficient in all front desk best practice operations as detailed in their respective Job Description
• 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 Requirements

• Bachelor's Degree or higher (Healthcare concentration preferred) or the equivalent of 3 years of customer service management experience (Healthcare background preferred)
• Displays 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!

Physical Requirements

• Ability to lift 25 pounds occasionally
• Ability to be standing and sitting on a Frequent basis during the day
• Ability to work on a computer on a Frequent basis during the day

This description is intended to provide only basic guidelines for meeting job requirements. Duties and responsibilities, experience, qualifications, skills, supervisory relationship, physical/mental demands, and environmental/ working conditions may change as needs evolve.

Base salary offers for this position may vary based on factors such as location, skills and relevant experience. We offer the following benefits to those who are benefit eligible (30+ hours a week): medical, dental, vision, life and AD&D insurance, long and short term disability, 401k program with company match and profit sharing, wellness program, health savings accounts, flexible savings accounts, ID protection plan and accident, critical illness and hospital benefits. In addition, we offer paid holidays and paid time off.

Illinois Bone and Joint Institute, LLC is an equal opportunity employer. All employment decisions are based on qualifications, merit, and business need, without regard to race, color, religion, age, sex, national origin, disability status, military or veteran status, sexual orientation, gender identity and expression, or any other characteristic protected by federal, state or local laws. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment.