Front Office Manager

Job Title:   Front Office Manager

FLSA Status:  Non-Exempt  

Hours:   M-F, 8am-5pm, varies

Location:  Redding

POSITION SUMMARY: 

The Front Office Manager is responsible for the overall performance of front office operations, including patient access, schedule optimization, and staff development. This role ensures that provider schedules are consistently full, workflows are efficient, and front office staff are trained, supported, and held accountable to performance expectations.
 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other duties may be assigned which may become essential to the position. 

Patient Access and Schedule Performance (PRIMARY ACCOUNTABILITY)

• Own and maintain full and optimized provider schedules.
• Monitor schedule performance including gaps, cancellations, and no-shows.
• Implement scheduling standards to ensure timely access to care.
• Identify and resolve access barriers.

Staff Supervision, Training, and Accountability

• Supervise front office personnel in daily functions and coordinate tasks and assignments to optimize efficiency.
• Train, coach, and support ongoing development of all front office staff.
• Ensure staff competency in workflows, systems, and customer service expectations.
• Hold staff accountable for performance and service standards.

Front Office Operations

• Oversee check-in, scheduling, phones, and patient flow.

• Ensure accurate registration and insurance verification.
• Maintain coordination with providers and care teams.
• Troubleshoot IT and telephone issues as needed.
• Ensure adherence to HCCC policies for scheduling, phone workflows, patient interactions, payment handling, and records management.

Financial and Administrative Oversight

• Ensure accurate collection of payments.
• Oversee cash handling and reconciliation.
• Manage front office supplies, ordering, distribution, and inventory.
• Monitor office equipment functionality and arrange maintenance as needed.

Quality, Compliance, and Problem Resolution

• Ensure compliance with HIPAA and policies.
• Address patient complaints and operational issues.
• Improve workflows and efficiency.

General Responsibilities

• Work with leadership to coordinate clerical staffing and coverage.
• Perform other projects and duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Directly supervise employees in the front office area, including patient assistant, front office assistants, and medical records clerk.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

BEHAVIORAL STANDARDS:

• Adheres to Policies & Procedures
• Participates in team systems
• Performs duties ethically
• Maintains client confidentiality
• Demonstrates ability to re-prioritize duties as the need arises
• Uses time efficiently
• Be responsible for co-workers & client satisfaction
• Displays flexibility in accepting, changing or carrying out assignments
• Maintains a neat, clean & safe work environment throughout the facility
• Performs job duties in a quality manner

QUALIFICATIONS:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Must have high school diploma or equivalent, plus some college coursework, and three years related experience and/or training; or equivalent combination of education and experience.  Previous supervisory experience required.  Previous experience in medical clinic preferred. 

Certificates and Licenses:

CPR certificate preferred, current CA drivers license required.

Language Ability:

Must have intermediate language skills.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Must have basic to intermediate math skills.  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.  Ability to calculate figures and amounts such as discounts, interest, commissions, percentages.

Reasoning Ability:

Must have intermediate reasoning skills.  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge good working knowledge of Windows operating systems, Microsoft Office Suite - Word, Excel, Outlook, and Internet browsers and related software.  Must have good working knowledge of medical management software such as HealthPro.

Equipment Skills:

Proficient with computers, copiers, fax machines, printers, 10-key, multi-line telephone systems.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is an indoor business office and health clinic environment.  The noise level in the work environment is usually moderate with normal business office, computer and printer noise.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds with assistance.  Employees must regularly utilize close vision, distance vision and ability to adjust focus.

Salary : $25 - $30