Patient Relationship Manager

Patient Relationship Manager (PRM) **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 - **Benefits Verified Pre‑Visit:** ≥95%; Auth Lead Time: ≤3 business days - **Experience & Quality:** NPS ≥75 (or CSAT ≥4.7/5); First‑Pass Claim Acceptance ≥98%; 100% documentation locked <24h **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 serve our diverse patient population. **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 provider schedules. **Compensation & Benefits** $20/hr + clinic performance bonus; medical/dental/vision; PTO; 401(k). **Equal Opportunity** JRI is an equal‑opportunity employer. We celebrate diversity and are committed to a respectful, inclusive workplace.