Practice Lead, Primary & Urgent Care - Full-Time, Days

University of Chicago Medicine; Illinois; On-site; USD 70,000 - 90,000; Full time

Job summary

University of Chicago Medicine seeks a Practice Lead for the UCM Medical Group, overseeing Beverly & Homewood clinics in a 100% onsite role. You will support day-to-day operations, staffing, and reception/scheduling to ensure exceptional patient service and efficient workflows.

You will collaborate with the Primary & Urgent Care teams, supervise front and back office staff, manage scheduling templates, and address patient concerns.

Qualifications

• Associates degree in related field.
• 5+ years in healthcare and customer service, ambulatory setting preferred.
• Excellent interpersonal and relationship-building skills.
• Strong verbal and written communication abilities.
• Proficient with PCs and Epic software.

Responsibilities

• Supervise front and back office staff to support patient flow and service needs.
• Oversee reception and scheduling to ensure efficiency and standards; monitor wait times.
• Collaborate with clinical staff to timely room patients and address special needs.
• Manage checkout processes, collect co-pays, schedule follow-ups, and provide after-visit summaries.
• Understand all front/back office roles and staffing implications.

Skills

Customer service

Interpersonal skills

Communication skills

Multitasking

Relationship building

Education

Associate degree

Bachelor's degree (preferred)

Tools

Epic

Job description

Be a part of a world-class academic healthcare system, UChicago Medicine Medical Group , as a Practice Lead at our Beverly & Homewood clinics. Here, you will work with our Primary & Urgent Care teams. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

The Practice Lead, UCM Medical Group, will support the day to day operations, ensure appropriate staffing coverage and perform any of the related roles for scheduling, reception and check out. The Practice Lead, UCM Medical Group, will ensure that the practice is professional in appearance and all reception, rooming and check out processes are effective, efficient and incorporate all applicable service standards. The Practice Lead, UCM Medical Group, will address patient concerns, and participate in gathering information on customers' perceptions and preferences. The Practice Lead, UCM Medical Group, will work closely with the Practice Manager to establish and implement policies, objectives and procedures, and also perform other programmatic responsibilities as assigned.

Essential Job Functions

• Closely supervise and perform the daily activities of the front and back office staff and ensure that staffing is appropriate to support the patient flow and customer service needs of the Practice.
• Manage the reception and scheduling processes to ensure that staff are efficient and effective and incorporating all applicable service standards. Monitor patient wait times and flow.
• Work closely with the clinical staff to ensure that patients are roomed in a timely manner and special needs are recognized and addressed.
• Manage the checkout process to ensure that staff and processes are efficient and effective and incorporate all applicable service standards. Ensure that staff are routinely collecting co-payments and/or making plans to resolve outstanding balances, scheduling follow-up appointments, providing the after visit summary, and asking the patient if they need any additional assistance.
• Maintain a thorough understanding of all front and back office positions including the Receptionist, Schedulers and Patient Service Representative.
• Manages physicians' templates in automated scheduling system to ensure physician and patient satisfaction with scheduling process
• Ensure that patient arrival times are noted in the computer system and necessary paperwork is distributed, and patients are informed of wait times. Ensure that the staff indicates the time of checkout in the computer system.
• Orders supplies related to clerical activities.
• Ensure staff follow point of service collection policies and procedures and understand all aspects of billing compliance. Support processes associated to pre-certification and authorizations, and managing relevant billing work queues.
• Serve as a contact and representative of the Practice for all customer service issues, including but not limited to those related to scheduling, medical records, insurance coverage, referrals and patient complaints. Resolve such issues promptly.
• Support the clinical staff and physicians regarding clinical care initiatives and processes including those related to quality and safety, compliance and risk issues and the proper utilization and maintenance of all medical equipment and instruments.
• Work closely with the Practice Manager to manage any activities related to recruiting, hiring, orienting, training, and payroll. Comply with all UCMC policies and procedures.
• Performs basic office duties and other duties assigned.

Required Qualifications

• Associates degree in related field
• 5+ years of experience in healthcare and customer service, ideally in an ambulatory practice
• Excellent interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff and other customers
• Exceptional customer service skills including the ability to use independent thinking, sound judgment and creativity when resolving customer issues
• Ability to balance multiple priorities and effectively handle challenging situations
• Excellent verbal and written and verbal communication skills
• Ability to use personal computers and select software applications including Epic

Preferred Qualifications

• Bachelor's degree

Position Details

• Job Type/FTE: Full-Time 1.0 FTE
• Shift: Days, 7 am - 6 pm
• Work Location: Onsite - Beverly & Homewood
• Unit/Department: Primary & Urgent Care
• CBA Code: Non-Union