Job Description

Join UChicago Medicine Care Network at our Hinsdale clinic in the Western Chicago suburbs as a Practice Lead. Here, you will work closely with the Practice Manager to establish and implement policies, objectives and procedures, and also perform other programmatic responsibilities as assigned. 

The Practice Lead, UCM Care Network, will support the day to day operations, ensure appropriate staffing coverage and perform any of the related roles for scheduling, reception and check out. They will ensure that the practice is professional in appearance and all reception, rooming and check out processes are effective, efficient and incorporate all applicable service standards. The Practice Lead will address patient concerns, and participate in gathering information on customers’ perceptions and preferences. 

Essential Job Functions 

• Closely supervise and perform the daily activities of the front and back office staff and ensure that staffing is appropriate to support the patient flow and customer service needs of the Practice.
• Manage the reception and scheduling processes to ensure that staff are efficient and effective and incorporating all applicable service standards. Monitor patient wait times and flow.
• Work closely with the clinical staff to ensure that patients are roomed in a timely manner and special needs are recognized and addressed.
• Manage the checkout process to ensure that staff and processes are efficient and effective and incorporate all applicable service standards.
• Ensure that staff are routinely collecting co-payments and/or making plans to resolve outstanding balances, scheduling follow-up appointments, providing the after visit summary, and asking the patient if they need any additional assistance.
• Maintain a thorough understanding of all front and back office positions including the Receptionist, Schedulers and Patient Service Representative.
• Manages physicians' templates in automated scheduling system to ensure physician and patient satisfaction with scheduling process.
• Ensure that patient arrival times are noted in the computer system and necessary paperwork is distributed, and patients are informed of wait times. Ensure that the staff indicates the time of checkout in the computer system.
• Orders supplies related to clerical activities.
• Ensure staff follow point of service collection policies and procedures and understand all aspects of billing compliance.
• Support processes associated to pre-certification and authorizations, and managing relevant billing work queues.
• Serve as a contact and representative of the Practice for all customer service issues, including but not limited to those related to scheduling, medical records, insurance coverage, referrals and patient complaints. Resolve such issues promptly.
• Support the clinical staff and physicians regarding clinical care initiatives and processes including those related to quality and safety, compliance and risk issues and the proper utilization and maintenance of all medical equipment and instruments.
• Work closely with the Practice Manager to manage any activities related to recruiting, hiring, orienting, training, and payroll. Comply with all UCMC policies and procedures.
• Performs basic office duties and other duties as assigned.

Required Qualifications

• Associates degree in related field; Bachelors degree preferred
• 5 years of experience in healthcare and customer service, ideally in an ambulatory practice
• Excellent interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff and other customers
• Exceptional customer service skills including the ability to use independent thinking, sound judgment and creativity when resolving customer issues
• Ability to balance multiple priorities and effectively handle challenging situations
• Excellent verbal and written and verbal communication skills
• Ability to use personal computers and select software applications including Epic

Position Details

• Job Type/FTE: Full Time (1.0 FTE)
• Shift: Days
• Unit/Department: Hinsdale Clinic
• CBA Code: Non-Union

Must comply with UCMC’s COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination, you must provide proof as part of the pre-employment process. This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law. Lastly, a pre-employment physical, drug screening, and background check are also required for all employees prior to hire.

Why Join Us

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, The University of Chicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.

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Bring your career to the next level at a hospital that is thriving; from patient satisfaction to employee engagement, we are at the Forefront of Medicine. Take advantage of all we have to offer and #BringYourPassiontotheForefront.

University of Chicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: www.uchospitals.edu/jobs 

The University of Chicago Medical Center is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.