JOB SUMMARY:

The Patient Care Coordinator (PCC) Manager provides leadership, direction, and operational oversight for the Patient Care Coordinator department, ensuring exceptional patient access, customer service, and efficient front-end clinic operations. This position is responsible for the overall performance of registration, scheduling, patient messaging, insurance verification, payment collection, provider scheduling and other patient access functions across the organization.

The PCC Manager directly oversees PCC Supervisors and provides strategic leadership in workforce planning, operational workflows, provider scheduling standards, quality improvement initiatives, staff development, and departmental performance. The Manager partners closely with clinical and administrative leaders to optimize patient access, improve operational efficiency, maintain regulatory compliance, and support organizational goals. This role is responsible for developing and implementing departmental policies and procedures, managing budgets, monitoring key performance indicators, resolving escalated operational concerns, and fostering a culture of accountability, teamwork, and exceptional patient service.

• Provides leadership, coaching, and performance management for PCC Supervisors
• Develop departmental goals, strategic initiatives, and operational priorities
• Oversees staffing models, recruitment, retention and planning
• Monitors key performance indicators including call metrics, scheduling accuracy and registration quality
• Collaborates with providers and leadership regarding provider templates and scheduling standards
• Oversees training, competency development, and ongoing education for PCC staff
• Conduct PCC staff meetings
• Develops and maintains departmental policies, procedures, and workflows
• Observe all PCC areas daily and provide support as needed
• Conduct PCC staff performance reviews
• Review and approve staff timecards
• Partner with IT and EMR teams on system optimization and workflow improvements
• Participate in interdepartmental informational meetings
• Perform additional duties as assigned

SUPPLEMENTAL DUTIES AND RESPONSIBILITIES:

• Remain punctual, reliable, and available for late coverage if applicable
• Maintain a positive and respectful attitude while supporting the clinic’s vision
• Work effectively under pressure in a fast-paced environment
• Remain flexible and adapt to changes in work priorities and procedures
• Interact positively with all interdisciplinary team members
• Maintain confidentiality of all information acquired through employment
• Establish and maintain positive working relationships with patients, providers, internal personnel, and personnel from outside facilities
• Follow clinic emergency/safety protocols and attend mandatory meetings
• Abide by clinic protocols, ergonomic recommendations, and OSHA standards

PHYSICAL DEMANDS & WORKING CONDITIONS:

• Abide by ergonomic recommendations of the position.
• Must possess sight/hearing senses or use prosthetic devices that will enable these senses to function adequately
• Sit for several hours
• Subject to lifting and carrying supplies averaging 15 pounds
• Repetitive motions involving use of phone and keyboard

EDUCATION:

Minimum: High School Diploma or equivalent

Preferred: Associate’s or Bachelor’s degree in Healthcare Administration, Business Administration or a related field, or an equivalent combination of education and experience.

EXPERIENCE:

Minimum: Three (3) years of progressive experience in patient registration and scheduling, or ambulatory healthcare operations and two (2) years of supervisory or management experience

Preferred: Experience with template management, and process improvement. Experience with electronic medical records (EMR) and practice management systems

KNOWLEDGE:

• Ability to work independently and communicate well with providers
• Excellent verbal and written communication skills
• Knowledge of medical terminology & health care insurance
• Knowledge of PC, Windows, & Microsoft Office
• Ability to multi-task