Special Projects Manager

General Summary

RIC is seeking a customer service focused individual who can enable RIC to achieve its goal of providing world-class access to its system of care. The Patient Services Representative serves as the face of RIC and represents RIC in a professional and positive manner.


The Patient Services Representative is responsible for the initial face-to-face greeting and for responding to the needs of all incoming patients and families. The Patient Services Representative is responsible for facilitating the flow of daily patient volume and business functions including patient check-in, check-out and office operations. The Patient Services Representative collects patient demographic and insurance information, payments associated with services rendered and provides efficient, timely service to RIC''s patients and their families.


Consistently demonstrates support of the RIC statement of Mission and Philosophy by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

Demonstrates RIC Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and RIC Values (Hope, Compassion, Discovery, Collaboration, & Commitment to Excellence) while fulfilling job duties.

Principal Responsibilities

1. Responsible for the day-to-day operations of the clinic and general office duties including: answering inbound calls, placement of outbound calls, monitoring of voicemail, recordkeeping, file maintenance, supply requisition, sorting and distribution of incoming mail and facsimiles.
2. In conjunction with clinic management, facilitate the flow of daily patient volume and ensure timely handoff of patients to a clinical team member.
3. Greets all patients and family members upon arrival as defined by RIC''s customer service training and standards.
4. Identify, trouble shoot and resolve patient and family issues including follow through to ensure a positive service experience.
5. Facilitate the check-in process including registration of patients including verifying insurance information, collecting demographic data and checking medical forms for completeness and accuracy.
6. Pre-registers patients when the patient did not previously schedule centrally.
7. Collects all forms of payment and ensures accurate reconciliation of daily and weekly cash collections as directed by site manager.
8. Maintain an in-depth knowledge of site services and resources to effectively schedule appointments upon discharge.
9. Schedules follow-up appointments and initiates the RIC check-out process to ensure a positive patient and family experience identifying any additional needs and answering any questions.
10. Allocates patients into unavailable time slots as dictated by the clinician template and protocols.
11. Arranges special needs services for patients and families including IDPA transportation and interpreters.
12. Conducts IDPA (Illinois Department of Public Aid) pre and re-authorization.
13. Provides patients with all applicable prescription refills documentation.
14. Maintains all files and updates as necessary and ensures paperwork for patient visits is filed and sent to medical records in a timely manner.
15. Prepares and maintains logs, records and reports such as charge entry/charge reports as necessary.
16. Fulfills ad-hoc requests from site manager and clinicians.
17. Oversees the environment to assure a safe and clean facility.

Reporting Relationships

1. This position reports to the site manager.

Knowledge, Skills & Abilities Required

1. High school diploma or equivalent. College or post-high school technical training desired.
2. Three to five years experience in a general office environment with gradually increasing responsibility.
3. Understanding of healthcare operations and the crucial role this position plays for delivering world-class access.
4. Exceptional customer service, communication and interpersonal skills necessary to interact on a daily basis with internal/external customers in various circumstances.
5. Ability to assume ownership of process and procedures and act independently in order to maximize the quality and efficiency of operations.
6. Demonstrate strong organizational skills, high level of attention to detail, follow through and active listening.
7. Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel; basic level skills in the use of PowerPoint.
8. Application of a variety of a variety of moderately complex computer PC software and office equipment (photocopying, fax machine, Dictaphone, calculator, multi-line phone, etc.).

Working Conditions

1. Normal office environment with little or no exposure to dust or extreme temperature.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

SRAlab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Required Skills

Required Experience