Front Office Manager

Job Summary

At Plastic Surgery Northwest PLLC., (PSNW), we offer transformative surgical journeys rooted in excellence, empathy, and innovation. As a patient-centered surgical practice in Spokane, WA, we are seeking a Front Office Manager who embodies our core values while driving operational precision and elevating human connections. In this pivotal leadership role, you’ll harmonize compassionate patient advocacy with strategic process optimization, ensuring every touchpoint reflects our commitment to exceptional care. Your expertise will shape seamless patient experiences while cultivating a team dedicated to advancing PSNW’s legacy of surgical excellence.

WHY JOIN US?

At PSNW, we blend clinical expertise with compassionate care to transform lives. As a Front Office Manager, you’ll thrive in a culture that values:

• Meaningful Impact: Partner with nationally recognized surgeons to deliver life-changing outcomes. Witness the direct impact of your leadership as you optimize patient journeys and enhance practice operations, where every improvement uplifts lives.
• Collaborative Excellence: Thrive in a culture of deep mutual respect, where surgeons and teams operate in seamless synergy. Our provider / team partnerships fuel innovation and set new standards for patient-centered care.
• Growth Without Limits: Access to cross-training, leadership development, and advancement pathways. At PSNW, your professional evolution is integral to our collective success.
• Fundamentals-Driven Culture: Join a team where our fundamentals, Patient-Centered Care, Excellence, Integrity, Collaboration, and Continuous Improvement, are not just ideals, but daily practices.

PSNW is an equal opportunity employer.

Essential Functions:

Leadership & Team Development

• Lead and inspire PCC, BCC, and Front Desk teams to deliver exceptional performance through mentorship, accountability, and unwavering alignment with PSNW’s policies and patient-first ethos.
• Champion team growth by owning end-to-end talent development; onboarding, skill-based training, ongoing coaching, and performance evaluations that close gaps and foster a culture of ownership.
• Drive team synergy through regular meetings, embedding PSNW’s patient-centric standards into workflows and nurturing a professional, supportive environment.
• Architect consistency by developing standardized scripts, workflows, and role expectations that unify frontline excellence across all patient touchpoints.

Operations & Workflow Management

• Orchestrate seamless scheduling for surgeons, APPs, and aesthetic providers, maximizing capacity utilization and minimizing gaps through proactive resource allocation.
• Optimize patient flow by refining administrative workflows and staffing models to reduce wait times, enhance efficiency, and elevate operational agility.
• Partner cross-functionally with clinical and administrative leaders to streamline processes, eliminate friction, and enhance an exceptional end-to-end patient journey

Patient Experience & Service Excellence

• Setting the standard for empathy by ensuring every patient interaction reflects PSNW’s commitment to warmth, confidentiality, and compassionate care.
• Uphold PSNW’s reputation through swift resolution of patient concerns, deploying service recovery strategies that transform challenges into trust-building opportunities.
• Embed feedback-driven innovation by implementing patient feedback, refining service standards, and collaborating with leaders to amplify PSNW’s brand promise.

Salesforce & Reporting

• Leverage Salesforce as a strategic asset for patient relationship intelligence, interaction tracking, and data integrity. Ensuring team accountability and personalized care.
• Power progress with insights by generating KPI reports (patient volume, satisfaction, efficiency) that inform leadership decisions and catalyze workflow improvements.
• Safeguard trust through rigorous Salesforce training and HIPPA, compliant data management, ensuring privacy and operational excellence.

At Plastic Surgery Northwest, we embrace agility in pursuit of excellence. While this description outlines primary responsibilities, roles evolve to meet practice priorities. You may be assigned additional duties that align with your expertise and our mission to advance patient-centered care. All responsibilities will maintain alignment with your position level and PSNW’s core fundamentals.

Job Qualifications

To thrive as a Front Office Manager at PSNW and contribute meaningfully to our patient-centered mission, candidates must possess the following minimum qualifications. These foundations enable you to uphold our standards of excellence while growing within our collaborative environment.

Education/Experience:

• Bachelor’s degree in Healthcare Administration, Business Management, or related field required.
• 3 years supervising teams in a medical setting (specialty care, plastic surgery, dermatology, or aesthetics strongly preferred).
• Proven expertise in patient scheduling, billing coordination, insurance verification, and regulatory compliance (HIPAA/OSHA).
• Advanced proficiency with EMR/EHR systems and CRM platforms (Salesforce and Nextech highly valued).
• Demonstrated success in leading high-performing teams using metric-driven improvement.
• Documented experience in managing competing priorities in a high-volume specialty practice.
• Established experience in navigating complex stakeholder communications (Physicians, Board Members, vendors).
• Exhibited exceptional written/verbal skills with the ability to: advocate professionally across all organizational levels and uphold confidentiality while representing PSNW’s brand.
• Track record of championing patient-centered service excellence and the ability to embody PSNW’s values when engaging patients, agencies, and the public.

Physical Abilities:

• Regularly stand, walk, sit, and climb stairs.
• Occasionally lift, push/pull, carry, grasp, reach, stoop/crouch, kneel and crawl.
• Clearly see 20 feet, with or without corrective lenses and differentiate between colors.

Workplace Environmental Conditions

PSNW prioritizes your safety and well-being while advancing our mission of exceptional patient care. This role operates in a clinical office environment with the following characteristics:

Environmental Factors

• Acoustic Environment: Dynamic office setting with variable noise levels (moderate to loud) during peak activity.
• Physical Safety: Minimal occupational hazards; adherence to OSHA protocols ensures low injury risk.
• Atmospheric Conditions: Occasional exposure to routine clinical particulates (e.g., dust); no significant fumes/vapors.
• Temperature Variability: Climate-controlled interior with occasional outdoor exposure to seasonal temperatures.
• Clinical Safety: Negligible pathogen/chemical exposure; strict HIPAA/OSHA compliance mitigates risks.

Operational Dynamics

• Workload Profile: (i) Fast-paced specialty practice requiring management of competing priorities. (ii) Proactive workload distribution and leadership support mitigate stress.
• Mobility Requirements: Occasional local travel (<10% time) for operational coordination.

Disclaimer

The information given by the candidate on this application is true and complete to the best of my knowledge. The candidate understands that any falsification or misrepresentation will be grounds for rejection of this application, or if employed, dismissal from employment with PSNW.

Job Type: Full-time

Pay: $83,000.00 - $87,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Medical office management: 3 years (Required)

Work Location: In person

Salary : $83,000 - $87,000