Manager Patient Care Associates

Patient Care Associate Manager

Department: - Administration / Operations

Reports To: - Director of Human Resources and Clinical Operations

Supervises: - Lead PCAs and PCAs across 5 locations

Location: - Multi-site (Orlando area clinics)

Position Overview

The Patient Care Associate Manager (Front Desk Manager) oversees daily operations and patient experience across all five clinic front desks. This role ensures consistent service quality, scheduling accuracy, and staff performance in alignment with IMG's standards for patient care, professionalism, and efficiency. The Manager provides leadership, training, and operational oversight for all front-desk personnel, ensuring seamless coordination between administrative, clinical, and billing teams.

Key Responsibilities

Leadership & Team Management

• Supervise and support Lead PCAs and front desk staff across five locations, ensuring coverage, consistency, and accountability.
• Review and approve time-off requests; coordinate cross-location coverage as needed.
• Conduct regular performance check-ins with Lead PCAs; identify training and development opportunities.
• Implement and monitor adherence to front desk SOPs, scripts, and workflows.
• Lead recruitment, onboarding, and ongoing training of PCAs.
• Foster a positive, professional team environment emphasizing communication, reliability, and patient-centered service.

Training & Process Development

• Maintain and update PCA training materials and standard operating procedures.
• Conduct hands-on training for new hires and reinforce ongoing education for existing staff.
• Partner with Lead PCAs to ensure new team members are shadowed and supported until proficient.
• Continuously evaluate front-desk performance metrics and implement process improvements to improve efficiency and patient experience.

Clinic Operations Oversight

• Monitor daily clinic schedules across all locations to ensure appointment accuracy and timely communication of any changes.
• Review and resolve mis-scheduled or missed appointments in eClinicalWorks (eCW).
• Oversee transportation scheduling (Lobbie/Uber coordination) and ensure timely patient pickups/drop-offs.
• Conduct weekly audits of scheduling and monthly no-show audits; review results with Lead PCAs.
• Review recall and treatment numbers per location to forecast volume and maintain healthy productivity levels.
• Serve as escalation point for complex scheduling, coverage, or patient interaction issues.

Cross-Department Coordination

• Collaborate with the billing department on drop letters, surgical reduction requests, and benefit updates.
• Coordinate provider availability and schedule changes, communicating updates to staff and providers as needed.
• Support communication between operations, billing, and clinical teams to maintain smooth patient flow and compliance.
• Monitor and manage the New Patient Log and other key operational dashboards.

Quality & Compliance

• Ensure all front desk procedures align with HIPAA and IMG compliance policies.
• Review documentation accuracy in eCW and ensure consistent, timely updates.
• Handle sensitive calls (e.g., surgical reductions, benefit cancellations) with professionalism and discretion.
• Support audits, reporting, and documentation for internal and external compliance requirements.

Performance Metrics

• Clinic check-in and patient satisfaction scores
• Scheduling accuracy and no-show rate reduction
• Team training completion and competency levels
• Cross-location communication and schedule coordination efficiency
• Timeliness and accuracy of documentation in eCW and

Qualifications

• Experience: Minimum 3–5 years in medical front office or patient access management; multi-site management experience strongly preferred.

• Skills:

• Strong knowledge of eClinicalWorks and scheduling workflows

• Excellent communication, leadership, and organizational skills

• Ability to troubleshoot complex patient scheduling or system issues

• Comfort with and other digital workflow tools

• Commitment to patient-centered service and team collaboration

Work Schedule & Travel

Full-time, Monday–Friday.

Travel required between IMG locations (within Central Florida).

Benefits:

• Generous Paid Time Off
• Medical, Dental and Vision
• All Federal Holidays
• Group Life Insurance