Office Manager - Primary Care

The Opportunity

The Office Manager oversees all administrative operations for a single clinic location within the Rhode Island Primary Care Medical Group. This role ensures efficient front- and back-office operations, delivers exceptional patient experience, and supports seamless day-to-day clinic functions. Serving as the operational backbone of the practice, the Office Manager manages staff, workflows, and administrative systems to promote consistency, efficiency, and high-quality care delivery.

The Office Manager will comply with and uphold all Rhode Island Primary Care Medical Group (RIPCMG) policies, procedures, and regulatory requirements. This includes ensuring adherence to organizational standards, confidentiality and HIPAA guidelines, financial and billing protocols, human resource policies, and quality assurance initiatives. The Office Manager is responsible for implementing updates to policies as directed, maintaining documentation in accordance with organizational and legal standards, and fostering a culture of accountability and compliance within the clinic

What you'll do

• Front Office Management

  • Supervise front desk staff (receptionists, schedulers, patient service representatives)
  • Manage patient scheduling, appointment reminders, check-in/check-out processes, and phone systems
  • Ensure excellent customer service and patient satisfaction
  • Handle patient complaints and service recovery
  
  

  Back Office Coordination

  • Oversee medical records, billing, and insurance verification processes
  • Coordinate with back-office staff on claims, authorizations, and follow-ups
  • Ensure accurate documentation and compliance with HIPAA regulations
  • Manage patient communications (results)
  
  

  Staff Management:

  • Maintain staffing schedules to support smooth daily workflows and high-quality patient care.
  • Oversee periodic staff performance evaluations – including involvement in setting and recording progress on competencies, goals, training courses, and other key staff development initiatives.
  • Foster a team culture that reflects respect, accountability, and continuous improvement.
  
  

  Operations & Workflow

  • Optimize office workflows and processes for efficiency
  • Maintain office equipment, supplies, and inventory
  • Coordinate facility maintenance and vendor relationships
  • Implement office policies and procedures (in collaboration with Rhode Island Primary Care Medical Group
  
  

  Patient Experience & Quality Care

  • Promote a welcoming and supportive environment that prioritizes patient access, communication, and satisfaction.
  • Ensure patients receive timely, respectful, and coordinated care.
  • Manage patient experience, dispute resolution, and non-clinical patient correspondence.
  • Collaborate with the Quality and Performance team to improve satisfaction scores.
  • Collaborate with clinical staff to meet quality metrics in line with RIPCPC and value-based care initiatives.
  • Promote patient engagement tools such as patient portals and preventive care outreach.
  
  

  Financial Management

  • Monitor office budget and control costs
  • Manage petty cash and office expenses
  • Process payroll for administrative staff
  • Track key performance metrics (collections, no-shows, productivity)
  • Ensure compliance with HIPAA, OSHA, state, and federal regulations.
  • Prepare for audits and inspections, including those related to payer contracts.
  • Maintain accurate and confidential patient and personnel records.
  • Maintain provider credentialing with payors.
  • Ensure full compliance with all contractual obligations established by the payors under the Sub-Capitation Agreements.
  
  

  Quality & Population Health

  • Collaborate with RIPCPC's Quality and Performance Specialist team to implement care gap closure QI initiatives, chronic disease management, and preventive care workflows.
  • Monitor performance on quality metrics, including HEDIS and ACO measures.
  
  

  Technology & Reporting

  • Optimize use of Electronic Health Records (EHR) and practice management systems.
  • Participate in training and act as a practice super-user for technology platforms supported by RIPCPC.
  • Run and interpret performance and quality reports.
  • Implement workflow enhancements to meet data reporting and quality benchmarks.

Who you are

• • Bachelor's degree in healthcare administration, business, nursing, or related field required.
  • Exceptional written, oral, interpersonal, and presentation skills necessary to communicate with all levels of staff including physicians, clinical and administrative support teams, patients, visitors, and outside/contracted services.
  • Strong team orientation and willingness to work collaboratively.
  • Strong organizational skills.
  • Familiarity with healthcare concepts, practices, and procedures.
  • Familiarity and comfort working with physicians and clinical support staff.
  
  

  Required Qualifications:

  • 2 or more years of experience in a supervisory/practice management role within a clinical setting.
  • Passion for mentoring, working collaboratively, team development, and creating an unmatched patient
  • Problem-solving mindset, orientation, eagerness to identify gaps / opportunities and implement
  • practical solutions.
  • Track record of judgment skills and maturity.
  • Authorization to work in the United States.

  Skills and Competencies:

  • Strong leadership and organizational skills with the ability to manage change effectively.
  • Excellent interpersonal and communication skills to work with patients, staff, physicians, and RIPCPC teams.
  • Familiarity with value-based care programs including BCBS and other payer incentive models.
  • Demonstrated knowledge of contractual agreements under BCBSRI Sub-Capitation programs.
  • Proficiency with EHR systems and Microsoft Office (Excel, Outlook, Teams, Word).
  • Ability to analyze reports and translate data into operational improvements.

Benefits

• Medical, dental, & vision coverage
• Life insurance - Company paid basic life insurance & voluntary supplemental policies
• Company paid Health Reimbursement arrangement that reduces employee responsibility of medical plan deductible
• Voluntary accident insurance
• 401k eligibility at 1-year of employment, immediate vesting of company match once eligible
• Paid time off
• Paid holidays
• Work life balance of primary care office setting

Physical Demands:

• Occasional travel to RIPCPC headquarters in Cranston, RI or other network meetings may be required.

• Standard business hours with occasional extended hours based on practice needs.

• Prolonged periods sitting at a desk and using a computer.

• Able to sit/stand/walk for long periods of time.

• Must be able to lift 15 pounds at times.