The Patient Care Associates (PCA) Manager is responsible for the operational oversight of
IMGs front desk functions across all locations. This role ensures that every patient touchpoint at the point of entry and exit meets IMGs standards for accuracy, efficiency, and service quality.

Reporting to the Director of Patient Experience, the Manager leads a team of Location Leads
and their PCA staff, maintaining consistency in workflows, system compliance, and schedule
integrity across the organization. The Manager, PCA serves as the primary escalation point for
front desk operational issues and is responsible for ensuring that all

Core Responsibilities
1. Front Desk Operations Oversight
Oversee timely, accurate patient check-in with full demographic verification and no
missing intake items across all locations.
Ensure patient check-out processes are executed correctly, including repeating back
provider recommendations and scheduling appropriate follow-up appointments.
Oversee coordination with Medical Assistants at check-out when provider
recommendation clarification is needed.
Ensure no-show appointments are marked at the 15-minute mark and that appointment
status is updated from purple to blue upon first contact attempt.
Oversee creation of new charts, new patients, and new appointments in ECW as needed
for BKS scenarios or when NPC is out of office.
Maintain strong working knowledge of ECW billing alerts to support real-time quality
assurance; identify and address billing errors in person with the responsible PCA.
2. Schedule Integrity & Optimization
Monitor no-shows daily across all locations and ensure teams are not more than one day
behind in follow-up; prompt Location Leads when intervention is needed.
Oversee ECW schedule review for burgundy (R/S Pending) appointments to ensure
telephone encounters are created and no patients fall through the cracks.
Monitor for red (patient-cancelled via text) appointments that may not have triggered
notifications to staff.
Audit random appointments manually to confirm that patients have appropriate follow-up
scheduled.
Review rescheduling notification emails to ensure all are actioned and no appointments
are missed.
Monitor waiting room at all locations for patients who are not checked in and for patients
who have departed without being marked checked out.
3. Recall & Treatment Queue Management
Oversee daily recall queue review across all locations: ensure subject lines are updated,
10 items are distributed per PCA at the start of each shift, and queues are completed
prior to end of shift.
Monitor recall and treatment queues throughout the day to ensure all communication
attempts are made and documented.
Hold Location Leads accountable for queue completion and escalate when queues fall
behind.
Ensure post-op treatment plan awareness is maintained across the PCA team so
patient-facing interactions reflect care continuity.
4. Platform & Process Proficiency
ECW: maintain functional oversight of check-in, check-out, recall queues, internal
referrals, billing alerts, no-show management, and chart creation.
Lobbie: oversee form distribution, review, printing, assignment, and retrieval of
completed patient intake forms.
Front Desk Email: monitor lobby intake submissions for daily completion and
accountability.
M------------: pull and log ECW reports; monitor daily report completion across the team.
Uber Health: oversee transportation scheduling, refund requests, and billing; ensure
proactive day-of reminders are issued at applicable locations.
ASL Scheduling and Propio Translation: ensure availability and proper utilization across
locations.
Fax Dr. Behrmanns schedule to Inquiry Transcript per established protocol.
Oversee end-of-day billing processes, including accurate submission of surgical counts
without error.
5. Team Leadership & Location Lead Management
Lead and develop a team of Location Leads who manage day-to-day PCA staff at
individual sites.
Set clear performance expectations for Location Leads and PCA staff aligned to IMG
standards and established workflows.
Conduct regular check-ins with Location Leads to surface operational issues, capacity
gaps, and coaching needs.
Support Location Leads in managing PCA performance, corrective guidance, and
professional development.
Partner with People Operations for formal performance reviews, development plans, and
personnel matters requiring HR involvement.
Serve as the escalation point for Location Leads when front desk issues exceed their
authority to resolve.
6. Communication & Cross-Functional Coordination
Coordinate with the Medical Assistant team on check-out workflows and provider
recommendation accuracy.
Communicate operational updates, workflow changes, and policy decisions to Location
Leads for dissemination to their teams.
Report schedule performance, queue metrics, and team issues to the Director of Patient
Experience on a regular cadence.
Participate in leadership meetings and contribute front desk operational data to broader
planning discussions.
Core Competencies
Operational Ownership Takes initiative to identify and resolve front desk gaps without
waiting to be directed.
Process Discipline Consistently applies documented procedures and improves them
when gaps are identified.
Accountability Holds self, Location Leads, and PCA staff to clear performance
expectations and established workflows.
Cross-Functional Collaboration Works effectively with clinical, billing, coordination,
and operations teams.
Communication Communicates proactively and professionally with all stakeholders,
including providers, Location Leads, and external parties.
Schedule Integrity Maintains disciplined oversight of appointment workflows to
maximize schedule fullness and minimize patient attrition.

Experience & Skills
Education
High school diploma or GED required.
Associate's or Bachelor's degree in healthcare administration, business, or a related field
preferred.

Required Experience
Minimum of five (5) years of experience in a front desk, patient access, or medical office
environment.
Minimum of two (2) years of supervisory or team leadership experience, including setting
performance expectations, coaching staff, and holding a team accountable to
established workflows.
Demonstrated hands-on experience with eClinicalWorks (ECW), including check-in and
check-out workflows, scheduling, appointment status management, recall queues, billing
alerts, and chart creation.
Experience overseeing front desk or patient access operations across multiple locations
or sites, with responsibility for consistency of process across those sites.
Proven track record of managing schedule integrity, including no-show follow-up,
rescheduling workflows, and appointment auditing.
Preferred Experience
Experience in a personal injury, workers compensation, surgical, or pain management
practice.
Experience managing through team leads or supervisors rather than directly managing
front-line staff.
Familiarity with Lobbie, M------------, Uber Health, ASL scheduling, and Propio
translation services, or comparable platforms.
Bilingual proficiency in English and Spanish.
Skills & Abilities
Strong working knowledge of patient demographic capture, insurance verification, and
intake documentation requirements.
Ability to pull, interpret, and act on operational reports, including no-show trends, queue
completion, and schedule utilization.
Sound judgment in triaging escalated patient and staff issues, with the discretion to know
when to resolve directly and when to escalate to the Director of Patient Experience.
Clear written and verbal communication with patients, providers, staff, and external
partners.
Proficiency with standard office productivity software and comfort learning new practice
management platforms.
Ability to travel between IMG locations as needed to observe operations, coach Location
Leads, and address issues in person.

Salary Range $49,000 - $55,000 Exempt

This job description reflects the primary responsibilities of the role and is not intended to be
exhaustive.
Integrity Medical Group reserves the right to modify responsibilities as organizational needs evolve.