Patient Relationship Manager

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)

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.

• 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.

• 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

• 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.

Bilingual skills (Spanish or Polish) strongly preferred to

• 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).

Full‑time, on‑site. May include occasional early starts or late closes aligned to

$20/hr + clinic performance bonus; medical/dental/vision; PTO; 401(k).

JRI is an equal‑opportunity employer. We celebrate diversity and are committed to