Bilingual Assistant Practice Manager - Spanish/English

Bilingual Assistant Practice Manager (LAM 0.75) - Spanish/English

Department: Operations
Location: Chicago, IL
Employment Type: Full-Time

About EPIC Health

At EPIC Health, we believe healthcare should be high-performing, people-centered, and relentlessly proactive. Our mission is to deliver quality care through innovation, teamwork, and the belief that every visit is a prevention visit. We operate through a connected Pod system — with Multi-Specialty Medical Office Buildings (MOBs), Hubs, and Satellites — where operational excellence is the engine behind patient access and exceptional outcomes.

We’re building the future of value-based care, and we’re looking for operational leaders who thrive in organized chaos, love solving problems in real time, and believe data and empathy can coexist.

Position Summary

The Assistant Practice Manager (LAM 0.75) is a key operational leader responsible for the daily execution of site operations, staff supervision, and workflow compliance. Acting as the bridge between the Business/Practice Administrator (LAM 1) and the frontline teams (Clinical Assistants and Medical Receptionists), this role ensures that every day runs efficiently, compliantly, and in alignment with EPIC Health’s model of care.

This position is ideal for a hands-on operations professional ready to lead people, manage processes, and grow into full site ownership.

What You’ll Do

Operational Leadership

• Lead and supervise all Clinical Assistants (CAs) and Medical Receptionists (MRs), ensuring adherence to EPIC’s SOPs and daily operational standards.
• Conduct Start-of-Day (SOD) readiness checks, staffing reviews, and live patient-flow management throughout the day.
• Support the Business Administrator in implementing the ACT Model, Ps-POD adherence, and daily access goals.

Staff Supervision & Development

• Coach and mentor Lead CAs (LAM 0.5) and support their leadership growth.
• Provide real-time coaching to staff to reinforce SOP execution, efficiency, and service excellence.
• Manage attendance, schedule coverage, and performance feedback for all CAs and MRs.

Quality & Compliance Oversight

• Audit front desk and back-office workflows to ensure compliance with key SOPs such as:
  • Support Staff Allocation
  • Scheduling Follow-Up Appointments
  • Patient Wait Times (ACK to Started)
• Participate in Gemba Walks and Layered Assurance Monitoring (LAM-1) activities to identify and correct process gaps in real time.
• Support documentation accuracy, care management workflows, and follow-up scheduling compliance.

Operational Execution & Data Monitoring

• Track site-level KPIs: patient throughput, wait times, follow-up scheduling, and provider coverage.
• Report daily operational summaries and weekly performance trends to the Business Administrator.
• Coordinate staff allocation adjustments and escalate barriers that impact access or patient satisfaction.

Culture & Engagement

• Model EPIC’s values: Serious Fun. High Performance. Mad Science. Team Player. Ridiculously Responsive.
• Foster a collaborative and energetic environment focused on patient care and continuous improvement.
• Recognize and celebrate wins — large and small — across your team.

Who You Are

• A hands-on problem solver with strong leadership instincts and operational acumen.
• Passionate about healthcare operations, patient experience, and helping teams perform at their best.
• Detail-oriented, process-driven, and able to make real-time decisions without losing sight of the big picture.

Qualifications

• Bilingual in Spanish/English (strongly preferred)
• Bachelor’s degree in Healthcare Administration, Business, or related field preferred (or equivalent experience).
• 2 years of supervisory experience in healthcare operations (preferably in ambulatory or multi-site settings).
• Strong understanding of workflow management, staffing, and patient access optimization.
• Proficiency in EHR/PM systems (Allscripts, Phreesia, or similar) and data-driven decision-making.
• Excellent communication, coaching, and conflict-resolution skills.

Performance Metrics

• 95% adherence to follow-up scheduling SOP
• ≤5% staffing variance between SOD forecast and actual coverage
• ≤15-minute patient wait time (ACK to Start) average
• ≥90% provider satisfaction with CA/MR support
• Positive trend in patient throughput and satisfaction metrics

Why Join EPIC

• Work in a forward-thinking organization redefining healthcare delivery.
• Join a leadership pipeline — this role is designed to grow into a full Practice Administrator (LAM 1) position.
• Competitive compensation, health benefits, 401(k), and performance-based incentives.
• Access to continuous leadership training and cross-Pod collaboration opportunities.

Ready to Lead EPIC Operations?

If you thrive in fast-paced environments, love solving challenges in real time, and want to grow into a high-impact healthcare leadership role — we’d love to meet you.