Front Office Operations Manager

Job Title: Front Office Operations Manager 

FLSA/Status: Salary 

Reports To: VP of Operations 

Location: Corporate 

Department: Front Office 

Travel Required: Yes 

Supervisory Responsibility: Yes 

Position Summary: 

The Front Office Operations Manager is responsible for demonstrating knowledge and application of job duties within scope of practice and functions under the direction of the manager(s) and/or Director(s); respectfully interacts with all levels of staff; provides assistance, as needed, during assigned duty hours; participates in department activities; promotes independence; adherence to the attendance policy; encourages socialization; advocates for the quality of life of our patients while maintaining compliance with all applicable laws, regulatory and organizational standards; supports the company’s core values. 

Summary of Duties and Responsibilities: 

• Provide leadership, mentorship, and guidance to Front Office Coordinators (FOCs) throughout the organization. 

• Serve as the primary contact for FOCs concerning urgent patient issues, customer service matters, and policy or procedural inquiries. 

• Act as a resource for POC leads and managers seeking guidance on front desk procedures and workflow best practices. 

• Ensure uniformity in front desk operations and workflows across all locations. 

• Conduct annual performance evaluations for direct reports. 

• Participate in the recruitment process, including interviewing and hiring front office staff.

• Oversee and coordinate extensive training programs for new hires and existing staff to develop cross-functional team members capable of effectively managing front desk responsibilities. 

• Provide ongoing support and follow-up with trainees to ensure knowledge retention and proper application of training. 

• Perform administrative duties as needed. 

• Monitor and manage weekly activities. 

• Oversee facility-related issues and track the progress of facility tickets; submit tickets as needed. 

• Submit IT support tickets when necessary to ensure smooth front office operations. 

• Address and resolve patient complaints related to front desk team members or processes. 

• Assist in planning and coordinating periodic Front Office Coordinator staff meetings and training sessions to improve patient care and service quality. 

• Collaborate with providers to address scheduling and front office concerns. 

• Maintain a thorough understanding of all front office functions, including workflows, tasks, provider requirements, patient interactions, and customer service best practices. 

• Foster positive and collaborative relationships with other departments through meetings, conference calls, and on-site visits. 

• Ensure compliance with HIPAA policies and procedures to maintain patient privacy and adhere to regulations. 

• Travel as necessary to support new acquisitions during go-live implementations. 

• Conduct site visits to various office locations for training, meetings, and operational assessments. 

Front Office Operations Manager Education, Prior Work Experience, Special Skill and Knowledge Requirements: 

• Must be at least 18 years of age. 

• High school diploma or equivalent required 

• At least 2 years of experience in a medical office setting 

• Valid Driver’s License required. 

• Acceptable results on Office of Inspector General, State Medicaid Exclusions, Abuse Registry Checks, Background Screenings, Drug Screen, and Sanction Checks 

Physical Demands and Work Environment 

Physical Demands An employee must meet the physical demands described here to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the physical demands. The employer retains the right to change or assign other duties to this position. While performing the duties of this job, the employee is regularly required to prepare, inspect, place, detect or operate productivity machinery, such as a calculator, copy machine, computer, scanned faxes, and computer printer The employee is frequently required to remain stationary, move, ascend/descend. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. Specific communication abilities required by this job include communicating and detecting, conversing with others, discerning, conveying, expressing oneself, and exchanging information. Work Environment The work environment characteristics described here represent those an employee may encounter while performing the essential functions of this job. Remote employees are not applicable to this environment. The noise level in the work environment is usually moderate; lighting is in the standard range. The employee issubject to infectious waste, potential exposure to allergens in concentrated forms, diseases, and conditions. This role operates primarily in an office environment but may require occasional travel for conferences, meetings, or client interactions. 

EEO Compliance: 

Family Allergy & Asthma provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Front Office Operations Manager This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

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