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Position Summary

The Medical Front Office Manager is responsible for overseeing the daily operations of the front office to ensure an exceptional patient experience while maintaining efficient, accurate, and compliant administrative processes. This position provides leadership to front desk staff, manages scheduling and registration workflows, monitors key performance metrics, and serves as the primary liaison between patients, providers, and administrative departments. The ideal candidate is an organized, service-oriented leader with strong communication skills and experience in healthcare operations.

Essential Responsibilities

Leadership & Team Management

• Supervise, coach, and develop front office staff.
• Conduct onboarding and training for new team members.
• Monitor employee performance and provide ongoing feedback and coaching.
• Assist with scheduling, timekeeping, and coverage to ensure appropriate staffing levels.
• Foster a positive, professional, and patient-centered work environment.
• Lead regular team meetings and communicate organizational updates.

Patient Experience

• Promote exceptional customer service and ensure patients are greeted professionally and efficiently.
• Resolve patient concerns, complaints, and service issues in a timely and compassionate manner.
• Monitor patient satisfaction and identify opportunities for service improvement.
• Ensure patient confidentiality and HIPAA compliance at all times.

Front Office Operations

• Oversee patient registration, demographic verification, insurance verification, appointment scheduling, and check-in/check-out processes.
• Ensure accurate collection of copays, balances, and required documentation.
• Monitor daily schedules to maximize provider efficiency while minimizing patient wait times.
• Develop and maintain front office workflows and standard operating procedures.
• Ensure appropriate handling of incoming phone calls, portal messages, referrals, and correspondence.

Revenue Cycle Support

• Ensure front office compliance with insurance eligibility verification and authorization requirements.
• Monitor registration accuracy to reduce claim denials.
• Assist with implementation of financial policies including copay/deductible collection and patient balances.
• Collaborate with the billing department to resolve front-end registration or insurance issues.

Quality & Compliance

• Maintain compliance with HIPAA, OSHA, and practice policies.
• Ensure all required patient forms and documentation are completed accurately.
• Monitor adherence to front office policies and workflows.
• Participate in quality improvement initiatives and operational projects.

Administrative Responsibilities

• Prepare reports and monitor front office productivity metrics.
• Manage office supplies and front office equipment.
• Coordinate communication between providers, clinical staff, billing, and administration.
• Assist leadership with special projects and operational initiatives.

Work Environment

This position is performed in a busy outpatient pediatric medical practice. The Front Office Manager interacts regularly with patients, providers, clinical staff, and administrative personnel and must maintain a calm, professional demeanor in a fast-paced environment.

Performance Expectations

Success in this role is measured by:

• Efficient patient flow and reduced wait times.
• Accurate registration and insurance verification.
• Achievement of front office productivity goals.
• Strong employee engagement and retention.
• Compliance with practice policies and regulatory requirements.
• Effective collaboration across departments to support outstanding customer service.

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