Patient Experience & Clinical Operations Supervisor
hace 10 días
Naperville
Job Description Aurora Pediatric Therapy and Integrative Health, recipient of the 2025 Branch Moms Community Favorite Award and a 2025 Naperville Magazine Top Three Physical Therapy Nominee, is seeking a highly organized, service-driven Patient Experience & Clinical Operations Supervisor for our Naperville clinic. This role leads patient experience and front-office operations while supporting efficient, accurate, and compassionate care across Speech Therapy, Occupational Therapy, Physical Therapy, and ABA services. The Patient Experience & Clinical Operations Supervisor oversees scheduling, intake quality assurance, billing and charge review, insurance communication, financial counseling, clinical flow, and day-to-day team coordination. Serving as the operational bridge between Patient Experience and Clinical Leadership, this position helps uphold Aurora's values of empathy, clarity, and excellence. WHAT THIS ROLE OFFERS • Make a meaningful impact by improving the experience of children, families, clinicians, and staff throughout the care journey., • Lead and coach Patient Experience Coordinators and Support Specialists in a collaborative pediatric therapy setting., • Build expertise across patient access, scheduling, intake, insurance verification, communication, and clinical operations., • Partner closely with the Clinic Operations Manager, Chief Operating Officer, Billing and Finance, and Clinical Leadership., • Use operational metrics to identify workflow improvements and strengthen patient satisfaction., • Help maintain a professional, safe, organized, and welcoming clinic environment., • Support cross-functional problem-solving and continuous improvement across multiple therapy departments., • Be available to work two onsite Saturdays per month., • Be available to work 30 hours per week initially, with flexibility to increase to 40 hours per week based on business needs. ROLE BREAKDOWN • Patient experience, scheduling, and front-office leadership, • Clinical operations, intake quality assurance, and compliance, • Team supervision, training, onboarding, and workflow improvement JOB RESPONSIBILITIES Patient Experience Operations • Oversee daily front-desk workflow, including greeting patients, answering calls, managing inquiries, and supervising check-in and check-out processes., • Serve as a liaison between the CEO and Billing team to report on KPIs for operational sustainability., • Ensure efficient scheduling of initial evaluations and ongoing therapy sessions across Speech Therapy, Occupational Therapy, Physical Therapy, and ABA., • Perform audits to maintain accurate therapy schedules in the EMR and communicate changes to families and clinicians., • Ensure demographic and insurance information is verified at every visit., • Train staff on patient communication standards, service recovery, and Aurora core values., • Design and implement audit pathways for therapy schedules, charge entry, insurance verification, and patient demographic data., • Establish controls and checkpoints that prevent scheduling errors, missing charges, incorrect provider assignments, and outdated insurance information., • Monitor schedule integrity daily and coordinate with clinicians to resolve discrepancies., • Create standardized workflows for updating patient accounts and verifying benefits., • Partner with Billing and Finance to ensure all patient account information aligns with payer requirements and internal compliance standards. Employee Experience & Onboarding • Coordinate and deliver a seamless onboarding and offboarding experience, ensuring employees feel welcomed, supported, and informed throughout their employment lifecycle., • Manage new hire welcome programs, including ordering and distributing welcome kits, branded merchandise, company apparel, and employee swag., • Oversee employee uniform and scrub fulfillment, including distribution following completion of introductory employment milestones. Employee Engagement, Culture & Recognition • Champion employee engagement initiatives that foster a positive, inclusive, and collaborative workplace culture., • Plan and execute team-building activities, employee appreciation events, and culture-focused programs that strengthen morale and team connectivity., • Administer monthly and quarterly employee recognition programs to celebrate individual and team accomplishments., • Source and purchase employee recognition awards, incentives, prizes, and branded promotional items within budget guidelines., • Create and share employee recognition announcements internally and externally to showcase achievements and reinforce company values., • Serve as a culture ambassador by developing initiatives that enhance employee satisfaction, engagement, and retention. Internal Communications & Administrative Support • Maintain and manage SharePoint sites and internal resources, ensuring employees have access to current company information, policies, and documents., • Assist with internal communications, company updates, and employee-focused messaging to support transparency and engagement across the organization., • Support leadership in promoting company values and fostering a positive employee experience across all departments. Financial Counseling & Insurance Communication • Provide financial counseling to families before initial evaluations, including explanations of deductibles, co-pays, co-insurance, coverage, and financial responsibility., • Communicate with insurance companies regarding verification, coverage questions, and authorization requirements., • Support families in understanding payment options and document financial conversations in the EMR., • Coordinate with the billing team on claim denials, resubmissions, and payer communication. Clinical Operations Oversight • Oversee daily clinical flow to help sessions begin on time, rooms remain prepared, and schedules stay optimized., • Monitor operational metrics, including cancellations, reschedules, patient volume, and provider utilization., • Coordinate clinician schedule adjustments, room allocation, and patient communication., • Ensure the clinic is clean, safe, properly stocked, organized, and compliant with Aurora policies and procedures., • Monitor supply inventory and communicate replenishment needs to support uninterrupted patient care., • Collaborate with the Clinic Operations Manager on staffing needs, workflow improvements, and compliance updates., • Ensure operational practices remain compliant with HIPAA, payer requirements, and Aurora policies and procedures. Intake & Registration Quality Assurance • Ensure required intake documentation is complete before evaluation, including demographics, insurance information, referrals, prescriptions, diagnostic reports, consents, and a credit card on file., • Audit intake packets for accuracy and compliance., • Train staff on intake standards and documentation requirements., • Maintain consistent intake documentation across all therapy departments. Team Leadership & Training • Provide daily supervision and coaching to Patient Experience Coordinators, Therapy Technicians, and Support Specialists., • Train staff on scheduling, intake, accuracy, communication standards, and EMR workflows., • Maintain accountability for team performance, documentation accuracy, and patient satisfaction., • Support onboarding by coordinating required materials, systems access, training resources, badges, business cards, and email setup., • Monitor departmental performance metrics and identify opportunities to improve workflow efficiency, operational effectiveness, and patient satisfaction. KNOWLEDGE, SKILLS, AND ABILITIES Required • Experience in clinical operations, healthcare administration, medical office management, or a related healthcare setting., • Leadership skills with the ability to train, supervise, coach, and hold staff accountable., • Excellent written and verbal communication skills, including the ability to adjust communication style for caregivers, clinicians, and payers., • High attention to detail and accuracy in documentation., • Ability to manage multiple priorities in a fast-paced environment., • Strong interpersonal and organizational skills with a commitment to patient-centered care., • Ability to maintain confidentiality and uphold compliance standards., • Ability to work cooperatively as part of a team and adapt to changing organizational needs. Preferred • Experience in pediatric healthcare, therapy services, behavioral health, or autism services., • Experience working with EMR or EHR systems., • Knowledge of insurance authorization, claim denial, and reimbursement processes. Additional Knowledge, Skills, and Abilities • Strong problem-solving and sound judgment skills., • Ability to maintain a professional, orderly, and welcoming clinic environment while managing multiple operational priorities., • Ability to analyze operational metrics and identify opportunities for workflow improvement., • Ability to exhibit integrity in work product and interactions with patients, families, clinicians, payers, and staff., • Ability to hold oneself and others accountable for meeting deadlines and completing work. PHYSICAL DEMANDS INCLUDE • Walking, • Bending, stooping, and twisting, • Kneeling, sitting, and standing, • Squatting, crouching, and crawling, • Reaching overhead, • Frequently pushing and pulling up to 30 pounds, • Occasionally lifting and carrying up to 50 pounds, • Near and far visual acuity, • Frequently working with both hands WORK ENVIRONMENT Moderate noise level consistent with a classroom and clinical office environment. COMPENSATION & BENEFITS Individual rates or salaries offered to a candidate are determined after consideration of factors including internal equity, market data, specialty skills, prior relevant industry experience, and relevant degrees or certifications. Compensation details and competitive benefits will be discussed during the hiring process. PERSONAL/PHYSIOLOGICAL Interaction with people; working around people; delegating work and holding oneself and others accountable for meeting deadlines and completing work; planning activities; making judgments on a regular basis; adapting to frequent changes in duties and work volume; and communicating with clients and colleagues across the organization. Equal Opportunity Employer Individual rates/salaries offered to a candidate are determined after consideration of numerous factors, including internal equity, market data, and the candidate's qualifications, including but not limited to specialty skills, prior relevant industry experience, and relevant degrees or certifications. The salary range estimate below is inclusive of all departments, and offered salaries may vary within the given range between departments. A reasonable estimate of the base pay range for this level is $24-$27 per hour, plus other competitive benefits. Benefits: Aurora Pediatric offers the following benefits: • Medical, • Dental, • Vision, • Basic Life - Fully sponsored by the company, • Short Term Disability - Fully sponsored by the company, • Long Term Disability - Fully sponsored by the company, • PTO Aurora Pediatric Therapy and Integrative Health welcomes qualified candidates who are passionate about helping children and families achieve meaningful outcomes through high-quality, evidence-based care. If you are passionate about creating an exceptional experience for patients and families and thrive in a collaborative, supportive environment, we encourage you to apply at laura@aurorapediatric.care
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