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

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.