Outpatient Service Manager

Description

Position Summary

The Outpatient Services Manager is responsible for the overall day-to-day operations of Kane County Hospital’s Medical Practice Clinic and Specialty Clinic. This position provides leadership and operational oversight to ensure efficient clinic workflows, high-quality patient service, appropriate staffing, effective communication, and consistent performance across outpatient services.

The manager oversees clinic registration staff, the Lead Medical Assistant, the Clinic Authorization Coordinator, and other assigned clinic personnel. The Lead Medical Assistant directly supervises the Medical Assistant team, monitors MA workflows and performance, supports staff training, and provides clinical coverage when needed.

The Outpatient Services Manager works closely with providers, hospital leadership, and supporting departments to identify operational needs, resolve workflow concerns, improve patient access, and ensure the clinics function as a coordinated outpatient service line.

Requirements

Essential Duties and Responsibilities

• Oversee daily operations of both the Medical Practice Clinic and Specialty Clinic.
• Provide direct supervision, coaching, accountability, and performance management for assigned clinic staff.
• Directly supervise the Lead Medical Assistant, who provides day-to-day oversight of Medical Assistants.
• Ensure the Lead MA effectively monitors MA responsibilities, including provider support, patient callbacks, clinical tasks, documentation, refill workflows, referrals, and other assigned duties.
• Provide oversight of clinic registration/front-desk functions to support accurate registration, scheduling, patient communication, and efficient patient flow.
• Supervise and coordinate the Clinic Authorization Coordinator responsible for referrals, prior authorizations, and related payer requirements.
• Maintain appropriate clinic staffing and schedules based on provider schedules, patient volumes, specialty services, and operational needs.
• Coordinate coverage for absences, vacancies, increased volumes, and changes in provider schedules.
• Monitor patient flow, scheduling processes, wait times, clinic productivity, and operational performance.
• Identify workflow problems and implement process improvements to improve efficiency, patient access, and staff accountability.
• Establish clear expectations and standardized workflows across both clinics.
• Conduct regular staff meetings, individual check-ins, coaching, and performance evaluations.
• Address employee performance or conduct concerns in collaboration with Human Resources and the Operations Director.
• Participate in recruitment, interviewing, onboarding, training, and retention of outpatient clinic staff.
• Ensure new employees receive appropriate orientation and department-specific training.
• Foster cross-training between the Medical Practice and Specialty Clinic to improve staffing flexibility and continuity of operations.
• Serve as a primary operational resource for physicians, advanced practice providers, and clinic staff.
• Facilitate communication between providers, clinical staff, registration, authorization staff, hospital departments, and administration.
• Coordinate implementation of new providers, specialties, services, and clinic workflows.
• Work with hospital leadership to improve scheduling, referral, registration, authorization, patient communication, and care coordination processes.
• Monitor clinic metrics and provide reports or recommendations to leadership as requested.
• Assist in developing and maintaining departmental policies, procedures, workflows, and staff expectations.
• Promote excellent customer service and address patient concerns related to clinic operations when appropriate.
• Support patient experience initiatives and identify opportunities to improve access, communication, and satisfaction.
• Ensure staff follow hospital policies, established clinic procedures, privacy requirements, and applicable regulatory standards.
• Participate in budget planning and monitor departmental resources, staffing, and operational needs.
• Collaborate with other hospital departments including Nursing, Imaging, Laboratory, Dietary, Marketing, Revenue Cycle, HIM, and Administration as needed to support outpatient services.
• Perform other duties as assigned.

Minimum Qualifications

• High school diploma or equivalent required.
• Previous experience in a medical clinic, physician practice, outpatient healthcare setting, or comparable healthcare environment required.
• Previous supervisory, lead, or healthcare management experience strongly preferred.
• Demonstrated ability to manage multiple priorities, staff, providers, and operational workflows.
• Strong communication, organization, problem-solving, and interpersonal skills.
• Ability to effectively address employee performance concerns and establish accountability.
• Comfortable working with electronic medical records, scheduling systems, and standard office technology.
• Knowledge of outpatient clinic operations, registration, referrals, authorizations, patient access, and clinical support workflows preferred.

Preferred Qualifications

• Associate or bachelor’s degree in healthcare administration, business, nursing, or a related field.
• Experience managing a physician practice, specialty clinic, or multi-provider outpatient setting.
• Experience with EMR systems and healthcare performance metrics.
• Knowledge of Critical Access Hospital or rural healthcare operations.

Successful candidates should demonstrate strong leadership, accountability, professionalism, communication, organization, adaptability, patient-service orientation, and the ability to build effective relationships with both clinical and non-clinical staff.

The Outpatient Services Manager must be comfortable setting expectations, holding staff accountable, supporting providers, managing change, and creating consistent workflows across multiple outpatient settings.