Front Office Manager

Company Description Katmai Oncology Group has been providing oncology and hematology care to Anchorage and Eagle River, Alaska, since 1979. The clinic is dedicated to delivering evidence-based treatment using advanced technology, current research, and individualized care plans in a comfortable, healing environment. Its multidisciplinary team includes board-certified medical oncologists and oncology-certified nurse practitioners and nurses focused on supporting patients and families through cancer care. Katmai Oncology Group is the only QOPI® (Quality Oncology Practice Initiative) certified medical oncology clinic in southcentral Alaska, reflecting its commitment to high-quality outpatient hematology-oncology standards.

Front Office Manager Job Description

Job Title:  Front Office Manager  

Immediate Supervisor: Practice Administrator  

Role Focus: Leadership of the Front Desk, Medical Records, New Patient Coordination, and Administrative Services.

General Summary: The Front Office Manager is responsible for leading the daily operations of the Front Desk, Medical Records, New Patient Coordinator, and Administrative Support teams while ensuring an exceptional patient experience and efficient clinic operations.

This position is first and foremost a leadership role. The Front Office Manager is responsible for developing employees, fostering accountability, improving workflows, and maintaining a positive, patient-centered culture. In addition to leading the team, this position oversees key operational and financial processes that support the practice, including scheduling, accounts payable, daily collections reconciliation, and physician scheduling.

The Front Office Manager works collaboratively with the Practice Administrator, Clinical Manager, providers, and administrative staff to support organizational goals while delivering outstanding service to patients.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Leadership & Team Development

·        Lead, supervise, and support the Front Desk, Medical Records, New Patient Coordinator, and Administrative Assistant teams.

·        Recruit, onboard, train, and mentor front office staff.

·        Provide ongoing coaching, accountability, and performance feedback.

·        Conduct regular team meetings and promote open communication.

·        Foster a positive, collaborative, and patient-focused work environment.

·        Address employee concerns and performance issues in a timely and professional manner.

·        Ensure staff adhere to clinic policies, procedures, and customer service standards.

Patient Experience & Front Office Operations

·        Ensure an exceptional patient experience from check-in through check-out.

·        Oversee daily front office operations to maintain efficient clinic flow.

·        Monitor patient scheduling, registration, insurance verification, and payment collection processes.

·        Address patient questions, concerns, survey responses, and service recovery opportunities professionally.

·        Monitor lobby appearance and front office presentation to maintain a welcoming environment.

·        Identify workflow inefficiencies and implement operational improvements.

·        Collaborate with clinical leadership to ensure seamless patient care.

Scheduling & Provider Support

• Maintain and optimize provider scheduling templates.
• Coordinate physician call schedules and ensure appropriate coverage.
• Track physician PTO schedules and communicate operational impacts.
• Work with providers and leadership to improve scheduling efficiency and maximize access for patients.

Financial & Administrative Operations

• Process Accounts Payable, ensuring timely and accurate invoice payment.
• Perform daily collections reconciliation for clinic and IOD to maintain financial accuracy and internal controls.
• Prepare and process monthly Medical Director invoicing.
• Manage employee timecards, PTO balances, and attendance while monitoring overtime.
• Coordinate essential office supply ordering and inventory management.
• Collaborate with OCI regarding billing, collections, prior authorizations, financial estimates, and revenue cycle processes.
• Coordinate EMTALA physician coverage and maintain required PAMC documentation.

Systems & Compliance

• Serve as the primary point of contact for front office software, including the EMR, Practice Management System, patient engagement platforms, telemedicine, and related systems.
• Assist with implementation of new technology and workflow improvements.
• Maintain compliance with HIPAA, OSHA, and all applicable regulatory requirements.
• Develop, maintain, and improve front office policies, procedures, and standard operating procedures.
• Perform additional duties as assigned by the Practice Administrator.

Qualifications

Required

• Minimum of five (5) years of leadership or management experience, preferably within a healthcare setting.
• Demonstrated ability to coach, develop, and lead high-performing teams.
• Strong organizational, communication, and problem-solving skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Excellent customer service and conflict resolution skills.
• Strong computer proficiency and ability to learn multiple software systems.
• Ability to maintain confidentiality and exercise sound judgment.

Preferred

• Associate's or Bachelor's degree in Healthcare Administration, Business Administration, or a related field.
• Experience with electronic medical records (EMR) and practice management systems.
• Knowledge of medical terminology and healthcare workflows.
• Experience with scheduling, insurance verification, revenue cycle, Accounts Payable, payroll/timekeeping, and financial reconciliation.

Success in This Role

A successful Front Office Manager:

• Builds and develops a high-performing front office team.
• Creates a culture of accountability, professionalism, and exceptional customer service.
• Maintains efficient scheduling and clinic operations.
• Ensures accurate financial and administrative processes.
• Identifies opportunities to improve workflows and patient experience.
• Communicates effectively with physicians, leadership, staff, and patients.
• Demonstrates initiative, sound judgment, and a commitment to continuous improvement.

Work Environment

• Office-based position supporting both Anchorage and Eagle River clinic locations.
• Occasional travel between clinic locations is required.
• Fast-paced oncology practice requiring frequent interaction with patients, providers, and staff.
• Ability to manage multiple priorities while maintaining professionalism, accuracy, and exceptional customer service.
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