Quality Manager Satellite Ambulatory Support Services

Job Locations US-IL-Chicago
Posted Date 5 months ago(1/20/2021 9:56 AM)
Requisition ID
Position Type
Regular Full-Time


Responsible for leading, developing, and overseeing the management of quality assurance including educational training on operational issues and the development of standard operating procedures to drive the overall quality and training strategy across all Satellite Patient Service Representative functions. Serves as the Patient Service Representative Liaison and Quality Metric Expert for all Satellite Service teams. Responsible for developing and maintaining satellite processes and operating procedures in collaboration with satellite leaders and partners in EPIC, Finance, Front End Modernization and Revenue Cycle. Responsible for managing the onboarding and training for Patient Service Representative Staff for Ambulatory Satellite Services, this includes monitoring as well as improving the Patient Service Representative productivity as well as quality performance. Partners with Ambulatory Patient Service Representative Leaders across the organization to ensure consistency in process through onboarding, training as well as mentoring of Patient Service Representative across satellite locations. Partners with the revenue Cycle Team as the Satellite Liaison for Patient Service Representative metrics report outs.


  1. Responsible for collaborating with Training teams for development of training, monitoring, analyzing and management of all Patient Service Representative staff standard operating procedures and the development as well as reporting on quality outcomes for the Patient Service Representative staff for all aspects of their role including patient scheduling, check in and check out functionality, registration, insurance verification, ancillary testing, and effective patient collections.
  2. Maintain extensive knowledge of patient access, registration, payer, billing, compliance, and regulatory requirements through government communication, professional and peer contact, and training programs.
  3. Responsible for developing and maintaining satellite processes and operating procedures in collaboration with satellite leaders and partners in EPIC, Finance, Front End Modernization and Revenue Cycle.
  4. Manages coordinating the review, update, and development of processes and policies specific to job responsibilities across the Patient Service Representative satellites, with the Revenue Cycle productivity/quality team and other organizational stakeholder with Patient Service Representative reports.
  5. Functions as Ambulatory Super-User for Satellite services with other stakeholders for all Ambulatory-related Epic modules, Scheduling, Patient Service Representatives, Templates, Epicare, and Clarity.


    1. High school diploma required. Bachelor’s degree preferred.
    2. 3-5 years’ experience in supervisory role in electronic patient registration, EPIC scheduling, medical terminology, and clinic operations.
    3. Extensive knowledge of Epic applications functionality (Prelude, ADT, Cadence).
    4. Proficient computer skills, Word, PowerPoint, Excel, Access, various office equipment.
    5. Extensive knowledge of patient access functions, state and federal guidelines, payer and regulatory requirements.
    6. Strong analytical, verbal and written communication skills. Ability to collaborate across the organization.
    7. Ability and comfortable training staff and implementing new processes.
    8. Ability to organize and prioritize.
    9. Excellent project management skills.
  • Excellent communication/listening skills. Substantial interpersonal skills to work effectively with diverse groups of individuals including Pediatric Patients, families, Physicians, Nursing and Allied Health and medical center personnel.


Requirement to drive between all Satellite locations.


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