Patient Relationship Manager
Joint Relief Institute 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.
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Reporting & compliance: Deliver weekly operational metrics; enforce HIPAA/OSHA and documentation lock within 24 hours.
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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.
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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.