Patient Experience Manager

Description

About Frontera

Frontera is dedicated to delivering compassionate, high-quality care to rural communities. We value teamwork, innovation, and leadership in every aspect of our patient experience.

Position Overview

As the Patient Experience Manager, you will lead and inspire your front office team, ensuring exceptional patient service and efficient operations. This role will include strategic planning, process improvement, budgeting, and higher-level decision making. This is a hands-on leadership role for experienced healthcare professionals who are passionate about driving positive change and supporting staff development.

Key Responsibilities

· Leadership & Team Development: Hire, train, and mentor Patient Experience staff, fostering a culture of excellence and collaboration.

· Operational Oversight: Manage daily front office operations, conduct audits, and resolve workflow barriers.

· Revenue Cycle Management: Collaborate with the billing team to optimize revenue cycle processes and compliance.

· Performance Improvement: Analyze front office data, prepare reports, and implement process improvements to maximize efficiency and satisfaction.

· Compliance & Quality: Ensure adherence to HIPAA, value-based care, and organizational policies. Work with compliance and referral teams to maintain high standards.

· Communication: Lead team meetings, coordinate monthly regional meetings, and facilitate effective information sharing.

· Emergency Preparedness: Complete monthly checklists and ensure readiness across all clinics.

· Travel: Visit designated clinics and the administrative office as needed.

Why Join Frontera?

· Impact: Make a meaningful difference in patient care and team success

· Growth: Opportunities for advancement and professional development

· Support: Collaborative, mission-driven environment

· Benefits: Competitive pay, flexible schedules, and comprehensive benefits

Requirements

Required Qualifications

· Education: High school diploma or equivalent

· Experience: Minimum 2 years of direct supervisory experience in a healthcare clinic (medical, dental, or behavioral health)

· Skills: Proven staff management, training, and performance improvement abilities; strong communication and organizational skills; ability to multitask in a fast-paced environment

· Technical: Experience with front office operations and revenue cycle management

· Travel: Ability to travel between clinic locations and to the administrative office regularly

Preferred Qualifications

· Bilingual (English/Spanish)

· Experience with NextGen EHR, MS Word, and Excel

· CPR certification for Healthcare Professionals

Physical & Work Environment

Ability to lift/move more than 50 pounds and perform duties requiring full range of body motion. Comfortable working under stressful conditions and irregular hours. Occasional exposure to clinic-related hazards.