Manager of Front-End Operations

Position Summary: The Manager of Front-End Operations oversees and optimizes client access to services and intake functions to ensure a seamless, efficient, and client-centered experience from first contact through ongoing engagement. This role provides direct supervision to front desk staff, medical secretaries, and intake personnel, while managing scheduling processes and overall client flow.

The Manager collaborates closely with front-end systems and administrative leadership to strengthen access workflows, improve operational efficiency, and ensure compliance with HIPAA and regulatory requirements established by the New York State Office of Mental Health and the New York State Office of Addiction Services and Supports, as well as applicable industry best practices. This position is under the direct supervision of Director of Outpatient Operations | Compliance Office & Quality Assurance.

structural responsibilities include:

Operational Oversight

Staff Supervision

Client Experience

Compliance & Quality Assurance

Systems & Workflow Management

Responsibilities:

• Oversee and coordinate all aspects of client access, including appointment scheduling, intake processes, and insurance verification.
• Supervise, train, and evaluate front desk and intake staff to ensure performance standards and service excellence are consistently met.
• Manage daily client flow to ensure timely access to services and an efficient client experience.
• Communicate effectively with clients, families, and interdisciplinary team members to ensure accurate information exchange and appropriate care coordination.
• Ensures scheduling is maintained accurately and in real time, actively monitoring clinician calendars to maximize capacity, optimize appointment availability, and minimize gaps in care through proactive booking and workflow management.
• Address and resolve client complaints or concerns promptly, professionally, and compassionately.
• Collaborate with clinical and administrative leadership to improve access to care and enhance client satisfaction.
• Monitor and analyze client access data to identify trends, gaps, and opportunities for process improvement.
• Stay informed of changes in healthcare regulations, payer requirements, and industry best practices, integrating updates into policies and procedures as needed.

Qualifications:

• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field preferred.
• Relevant, progressive work experience in healthcare operations or front-end management may be considered in lieu of a degree.
• Minimum of three (3) years of experience in a healthcare setting, including experience in client access, registration, or intake operations. Experience in an outpatient mental health setting preferred.
• Bilingual in English and Spanish preferred.

Knowledge, Skills, and Abilities

• Strong knowledge of healthcare regulations, including HIPAA.
• Proficiency in electronic medical records (EMR) systems and general computer applications.
• Strong organizational and time management skills, with the ability to prioritize multiple responsibilities in a fast-paced environment.
• Demonstrated analytical skills, with the ability to interpret data and implement operational improvements to optimize client engagement and satisfaction.
• Ability to manage sensitive situations with professionalism, discretion, and sound judgment.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Front desk: 3 years (Required)
• Supervisory: 3 years (Preferred)

Language:

• Spanish (Preferred)

Work Location: Hybrid remote in Roslyn Heights, NY 11577

Salary : $55,000 - $65,000