Manager Patient Care Associates Integrity Medical Group - 3.3 Winter Park, FL Job Details Full-time $49,000 - $55,000 a year 20 hours ago Qualifications Customer communication Patient scheduling systems Managing teams in a customer support role Medical office experience Coaching Practice management software Frontline customer support management Medical scheduling High school diploma or GED Supervising experience Healthcare practice operations management Leading team collaboration initiatives Full Job Description The Patient Care Associates (PCA) Manager is responsible for the operational oversight of IMG's front desk functions across all locations. This role ensures that every patient touchpoint at the point of entry and exit meets IMG's standards for accuracy, efficiency, and service quality. Reporting to the Director of Patient Experience, the Manager leads a team of Location Leads and their PCA staff, maintaining consistency in workflows, system compliance, and schedule integrity across the organization. The Manager, PCA serves as the primary escalation point for front desk operational issues and is responsible for ensuring that all Core Responsibilities 1. Front Desk Operations Oversight Oversee timely, accurate patient check-in with full demographic verification and no missing intake items across all locations. Ensure patient check-out processes are executed correctly, including repeating back provider recommendations and scheduling appropriate follow-up appointments. Oversee coordination with Medical Assistants at check-out when provider recommendation clarification is needed. Ensure no-show appointments are marked at the 15-minute mark and that appointment status is updated from purple to blue upon first contact attempt. Oversee creation of new charts, new patients, and new appointments in ECW as needed for BKS scenarios or when NPC is out of office. Maintain strong working knowledge of ECW billing alerts to support real-time quality assurance; identify and address billing errors in person with the responsible PCA. 2. Schedule Integrity & Optimization Monitor no-shows daily across all locations and ensure teams are not more than one day behind in follow-up; prompt Location Leads when intervention is needed. Oversee ECW schedule review for burgundy (R/S Pending) appointments to ensure telephone encounters are created and no patients fall through the cracks. Monitor for red (patient-cancelled via text) appointments that may not have triggered notifications to staff. Audit random appointments manually to confirm that patients have appropriate follow-up scheduled. Review rescheduling notification emails to ensure all are actioned and no appointments are missed. Monitor waiting room at all locations for patients who are not checked in and for patients who have departed without being marked checked out. 3. Recall & Treatment Queue Management Oversee daily recall queue review across all locations: ensure subject lines are updated, 10 items are distributed per PCA at the start of each shift, and queues are completed prior to end of shift. Monitor recall and treatment queues throughout the day to ensure all communication attempts are made and documented. Hold Location Leads accountable for queue completion and escalate when queues fall behind. Ensure post-op treatment plan awareness is maintained across the PCA team so patient-facing interactions reflect care continuity. 4.

Platform & Process Proficiency ECW:

maintain functional oversight of check-in, check-out, recall queues, internal referrals, billing alerts, no-show management, and chart creation.

Lobbie:

oversee form distribution, review, printing, assignment, and retrieval of completed patient intake forms.

Front Desk Email:

monitor lobby intake submissions for daily completion and accountability. Monday.

com:

pull and log ECW reports; monitor daily report completion across the team.

Uber Health:

oversee transportation scheduling, refund requests, and billing; ensure proactive day-of reminders are issued at applicable locations.

ASL Scheduling and Propio Translation:

ensure availability and proper utilization across locations. Fax Dr. Behrmann's schedule to Inquiry Transcript per established protocol. Oversee end-of-day billing processes, including accurate submission of surgical counts without error. 5. Team Leadership & Location Lead Management Lead and develop a team of Location Leads who manage day-to-day PCA staff at individual sites. Set clear performance expectations for Location Leads and PCA staff aligned to IMG standards and established workflows. Conduct regular check-ins with Location Leads to surface operational issues, capacity gaps, and coaching needs. Support Location Leads in managing PCA performance, corrective guidance, and professional development. Partner with People Operations for formal performance reviews, development plans, and personnel matters requiring HR involvement. Serve as the escalation point for Location Leads when front desk issues exceed their authority to resolve. 6. Communication & Cross-Functional Coordination Coordinate with the Medical Assistant team on check-out workflows and provider recommendation accuracy. Communicate operational updates, workflow changes, and policy decisions to Location Leads for dissemination to their teams. Report schedule performance, queue metrics, and team issues to the Director of Patient Experience on a regular cadence. Participate in leadership meetings and contribute front desk operational data to broader planning discussions. Core Competencies Operational Ownership — Takes initiative to identify and resolve front desk gaps without waiting to be directed. Process Discipline — Consistently applies documented procedures and improves them when gaps are identified. Accountability — Holds self, Location Leads, and PCA staff to clear performance expectations and established workflows. Cross-Functional Collaboration — Works effectively with clinical, billing, coordination, and operations teams. Communication — Communicates proactively and professionally with all stakeholders, including providers, Location Leads, and external parties. Schedule Integrity — Maintains disciplined oversight of appointment workflows to maximize schedule fullness and minimize patient attrition. Experience & Skills Education High school diploma or GED required. Associate's or Bachelor's degree in healthcare administration, business, or a related field preferred. Required Experience Minimum of five (5) years of experience in a front desk, patient access, or medical office environment. Minimum of two (2) years of supervisory or team leadership experience, including setting performance expectations, coaching staff, and holding a team accountable to established workflows. Demonstrated hands-on experience with eClinicalWorks (ECW), including check-in and check-out workflows, scheduling, appointment status management, recall queues, billing alerts, and chart creation. Experience overseeing front desk or patient access operations across multiple locations or sites, with responsibility for consistency of process across those sites. Proven track record of managing schedule integrity, including no-show follow-up, rescheduling workflows, and appointment auditing. Preferred Experience Experience in a personal injury, workers' compensation, surgical, or pain management practice. Experience managing through team leads or supervisors rather than directly managing front-line staff. Familiarity with Lobbie, Monday.com, Uber Health, ASL scheduling, and Propio translation services, or comparable platforms. Bilingual proficiency in English and Spanish. Skills & Abilities Strong working knowledge of patient demographic capture, insurance verification, and intake documentation requirements. Ability to pull, interpret, and act on operational reports, including no-show trends, queue completion, and schedule utilization. Sound judgment in triaging escalated patient and staff issues, with the discretion to know when to resolve directly and when to escalate to the Director of Patient Experience. Clear written and verbal communication with patients, providers, staff, and external partners. Proficiency with standard office productivity software and comfort learning new practice management platforms. Ability to travel between IMG locations as needed to observe operations, coach Location Leads, and address issues in person. Salary Range $49,000 - $55,000 Exempt This job description reflects the primary responsibilities of the role and is not intended to be exhaustive. Integrity Medical Group reserves the right to modify responsibilities as organizational needs evolve.