The Patient Care Associates (PCA) Manager is responsible for the operational oversight of 
IMG’s front desk functions across all locations. This role ensures that every patient touchpoint at the point of entry and exit meets IMG’s 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. Behrmann’s 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.