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Description

The Front Office Manager provides leadership and operational oversight for all front desk functions across the practice. This role ensures a seamless, professional, and patient-centered experience from check-in through check-out. The manager is responsible for staff training, scheduling, and performance management, while maintaining alignment with clinical workflows, financial policies, and compliance standards. The position plays a vital role in supporting the practice’s mission to deliver exceptional patient care through operational excellence, technology adoption, and consistent communication.

Requirements

Essential Functions:

• Leadership & Team Development
• Lead, mentor, and coach front desk leads and staff across multiple locations.
• Foster a culture aligned with the practice’s CLEAR ID values (Collaboration, Learning, Empathy, Accountability, Respect, Integrity, Dedication).
• Conduct regular team huddles, 1:1 meetings, and performance reviews.
• Support staff development through cross-training, competency tracking, and ongoing education.
• Operational Management
• Oversee daily front desk operations including check-in, insurance verification, co-pay collection, follow-up scheduling, and check-out.
• Monitor patient flow and partner with Clinic and Contact Center teams to optimize scheduling and minimize wait times.
• Ensure adherence to established SOPs and identify opportunities for continuous improvement.
• Financial & Compliance Oversight
• Drive accuracy and accountability in co-pay and point-of-service collections.
• Collaborate with Billing to resolve discrepancies and reinforce financial policy compliance.
• Maintain awareness of HIPAA regulations, ensuring all staff uphold patient privacy and safety standards.
• Performance Measurement & Reporting
• Track and report key performance indicators (KPIs) including patient satisfaction, co-pay collection rates, check-in times, and scheduling accuracy.
• Partner with the Director of Patient Services to analyze trends, develop action plans, and present data during monthly business reviews.
• Utilize dashboards and reporting tools to communicate results and drive performance improvements.
• Cross Departmental Collaboration
• Serve as a key liaison between Front Desk, Contact Center, Billing, and Clinical leadership teams.
• Participate in leadership meetings and contribute to strategic initiatives that improve the patient experience and operational efficiency.
• Support practice-wide communication by maintaining current process documentation, Teams posts, and staff updates.

Minimum Requirements:

• Minimum of 5 years of experience in healthcare front desk or patient services; ophthalmology or optometry experience strongly preferred.
• 2+ years in a supervisory or management role with multi-site or multi-team oversight.
• Proficiency in electronic medical record systems (ModMed EMA experience a plus).
• Strong understanding of insurance verification, patient registration, and co-pay collection workflows.
• Excellent communication, leadership, and problem-solving skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment with professionalism and empathy.

Key Competencies:

• Leadership: Inspires and develops others through positive influence and accountability.
• Patient Focus: Creates a welcoming and efficient patient experience.
• Process Excellence: Identifies and implements improvements using data and technology.
• Collaboration: Works effectively across departments to ensure continuity of care.
• Integrity: Upholds confidentiality, accuracy, and trust in all actions.

Work Conditions:

• Typical office conditions 
• Noise level is usually quiet
• Some occasional remote work may be available

Physical Requirements:

• Regularly required to sit, walk and stand.
• Talk or hear, both in person and by telephone.
• Use hands repetitively to finger, handle, feel or operate standard office equipment. 
• Reach with hands and arms; and lift up to 25 pounds. 
• Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.