Assistant Manager of Patient Services- IL- Family Medicine Clinic

Summary

The Assistant Manager of Patient Services is responsible for assisting with operational, administrative, and clinical oversight of patient care support services within Family Medicine, Occupational Safety & Health, and Student Services. This position supervises licensed practical nurses (LPNs), medical assistants (MAs), and other assigned patient care support staff while ensuring high-quality patient care, customer service excellence, operational efficiency, regulatory compliance, staff development, and continuous quality improvement.

This position works collaboratively with providers, clinic leadership, students, and support staff to ensure effective clinic operations. The Assistant Manager of Patient Services maintains sufficient clinical competency to provide training, guidance, troubleshooting, and clinical coverage as needed. This role also provides consultation and support for therapy clinics (e.g., physical therapy, occupational therapy, speech and language, etc.).

Essential Duties and Responsibilities

Leadership and Personnel Management

• Supervise and support all assigned LPNs, MAs, and patient care support staff.
• Coordinate staffing schedules, coverage plans, PTO requests, and workflow assignments.
• Recruit, onboard, orient, train, coach, and retain clinical support staff.
• Conduct performance evaluations and provide ongoing feedback and development plans in conjunction with the medical director.
• Address employee relations concerns and participate in corrective action processes when necessary.
• Foster a positive, patient-centered, collaborative work environment.
• Promote accountability, teamwork, professionalism, and service excellence.
• Serve as a resource for providers, staff, students, and administrators.
• Participate in committee assignments and organizational initiatives.
• Serve as a member of emergency response activities as designated.
• Perform other duties as assigned by the Medical Director.

Clinic Operations and Support

• Oversee daily clinical operations to ensure efficient patient flow, appropriate room utilization, effective staffing assignments, and high-quality patient care.
• Develop, implement, and maintain departmental policies, procedures, and standardized clinical workflows to promote operational efficiency and consistency.
• Ensure clinical support staff are trained, competent, and proficient in clinic procedures, workflows, and clinical skills, including:
  • Patient intake, rooming procedures, and vital signs collection
  • Medication reconciliation and patient history documentation
  • Point-of-care testing and specimen collection and handling
  • Immunizations and injections within scope of practice
  • EKGs, spirometry, and other clinic-based diagnostic procedures
  • Wound care and dressing changes
  • Telephone triage and patient communication
  • Referral coordination, patient education, and follow-up instructions
• Monitor patient satisfaction and address patient complaints and service recovery concerns to support a positive patient experience.
• Collaborate with leadership on strategic initiatives, process improvements, and operational planning.
• Participate in quality assurance, quality improvement, and risk management activities to support patient safety and regulatory compliance.
• Assist with emergency preparedness planning and response activities to maintain clinical readiness and continuity of operations.
• Serve as a liaison between providers, clinical staff, administration, and supporting departments to facilitate communication and coordination of care.
• Maintain clinical competency and proficiency in clinic workflows to support daily operations and provide clinical coverage when necessary.
• Provide clinical guidance, troubleshooting, and operational support to staff and providers to promote consistent clinical practices and efficient workflows.
• Monitor adherence to clinical protocols, regulatory requirements, and established standards of care.

Electronic Medical Record (EMR) Management

• Oversee EMR workflows and best practices.
• Ensure accurate and timely clinical documentation.
• Monitor staff work queues and task management.
• Assist with EMR training, workflow development, and optimization initiatives.
• Coordinate implementation of new EMR processes and regulatory requirements.
• Epic experience preferred.

Regulatory Compliance and Risk Management

• Ensure compliance with HIPAA, OSHA, infection prevention, university policies, accreditation standards, and applicable state and federal regulations.
• Maintain clinic readiness for inspections, audits, and regulatory reviews.
• Monitor staff licensure, certifications, competencies, and required annual training.
• Collaborate with Risk Management regarding incidents, safety concerns, and reporting requirements.
• Participate in development and maintenance of emergency response procedures.

Financial and Resource Management

• Assist with budget planning, monitoring, and management.
• Oversee purchasing and inventory management of medical equipment, vaccines, medications, clinical supplies, and office supplies.
• Monitor supply utilization and implement cost-effective practices.
• Review vendor agreements and service contracts as assigned.
• Coordinate equipment maintenance, repairs, calibration, and replacement needs.

Student and Provider Support

• Coordinate orientation and training for students rotating through clinical areas.
• Support provider onboarding and operational integration.
• Assist with provider scheduling and operational needs.
• Maintain required records and documentation related to credentialing, training, and compliance.
• Promote effective collaboration among providers, students, and staff.

Therapy Support

• Provide consultation and support to therapy clinics.
• Assist with staffing, workflow, compliance, and patient service initiatives when needed.
• Collaborate with therapy clinic leadership to ensure consistency in patient service standards and operational processes.

Supervisory Responsibilities

Direct supervision of LPNs and Medical Assistants.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must be able to work in a constant state of alertness and safe manner and have regular, predictable, in-person attendance. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• High school diploma or GED required.
• Current licensure as an LPN or RN required, with preference given to candidates with RN licensure.
• Must have 5 years of experience in front and/or back-office functions in a clinical care setting, including patient scheduling, registration, insurance processes, and/or direct clinical support such as rooming patients, assisting with procedures, medication administration (per scope), and care coordination.
• Minimum of 2-3 years of direct patient care experience, supervisory or management experience, required.
• Demonstrated experience in staff development, performance management, quality improvement, and healthcare operations.
• Strong knowledge of regulatory requirements, accreditation standards, and ambulatory clinic practices.
• Excellent written, verbal, interpersonal, and organizational skills.

Computer Skills

Proficiency in electronic medical record systems.

Advanced working knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

Ability to utilize reporting and data analysis tools.

Language Skills

Intermediate Skills: Ability to read, analyze, and interpret business documents, healthcare regulations, policies, and procedure manuals. Ability to prepare reports, correspondence, policies, and presentations. Ability to communicate effectively with patients, providers, staff, and leadership.

Reasoning Ability

Intermediate Skills: Ability to solve complex operational and clinical problems, evaluate competing priorities, exercise independent judgment, and implement effective solutions.

Mathematical Ability

Intermediate Skills: Ability to develop budgets, interpret operational reports, calculate rates and percentages, and manage inventory and resource utilization.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this position, the employee is frequently required to stand, walk, reach, talk, hear, and use hands to handle equipment and supplies. The employee may occasionally be required to assist patients, bend, stoop, or lift and move items weighing up to 25 pounds.

Work Environment

The work environment is primarily a fast-paced ambulatory healthcare setting supporting Family Medicine, Occupational Safety & Health, Student Services, and affiliated therapy clinics. The position may be exposed to communicable diseases, medical specimens, pharmaceuticals, and other conditions common to healthcare environments. Appropriate personal protective equipment will be provided and must be utilized according to university and clinic policies.

Midwestern University is a private, not-for-profit organization that provides graduate and post-graduate education in the health sciences. The University has two campuses, one in Downers Grove, Illinois, and the other in Glendale, Arizona. More than 6,000 full-time students are enrolled in graduate programs in osteopathic medicine, dentistry, pharmacy, physician assistant studies, physical therapy, occupational therapy, nurse anesthesia, cardiovascular perfusion, podiatry, optometry, clinical psychology, speech language pathology, biomedical sciences, and veterinary medicine. Over 500 full-time faculty members and 400 staff members are dedicated to the education and development of our students in an environment that encourages learning, respect for all members of the health care team, service, interdisciplinary scholarly activity, and personal growth.

We offer a comprehensive benefits package that includes medical, dental, and vision insurance plans as well as life insurance, short/long-term disability and pet insurance. We offer flexible spending accounts, including healthcare reimbursement and a child/dependent care account. We offer a work-life balance with a competitive time off package including paid holidays, sick/flex days, personal days, and vacation days. We offer a 403(b) retirement plan, tuition reimbursement, a child care subsidy reimbursement program, identity theft protection, and an employee assistance program. Wellness is important to us, and we offer a wellness facility on-site with a fully equipped fitness facility.

Midwestern University is an Equal Opportunity/Affirmative Action employer that does not discriminate against an employee or applicant based upon race; color; religion; creed; national origin or ancestry; ethnicity; sex (including pregnancy); gender (including gender expressions, gender identity; and sexual orientation); marital status; age; disability; citizenship; past, current, or prospective service in the uniformed services; genetic information; or any other protected class, in accord with all federal, state and local laws and regulations. Midwestern University complies with the Smoke-Free Arizona Act (A.R.S. 36-601.01) and the Smoke-Free Illinois Act (410 ILCS 82/). Midwestern University complies with the Illinois Equal Pay Act of 2003 and Arizona Equal Pay Acts.