Front End Operations Manager

• Provide day-to-day operational leadership and supervision of the Patient Service Coordinators (PSC).
• Provide oversight of Patient Services Representatives through the PSC to support consistent staffing coverage and workflow execution.
• Ensure consistent application of front-end workflows, service standards, and patient access practices across all sites.
• Monitor front-end performance and address operational issues in collaboration with Operations leadership.

• Develop and maintain routine reports to monitor front-end performance, including access, wait times, accuracy, productivity, and service quality.
• Analyze performance trends to identify operational barriers impacting patient access and experience.
• Share findings and recommendations with Operations leadership to support data-informed operational decisions.

• Standardize front-end workflows to ensure consistent patient registration, check-in, eligibility verification, and communication processes.
• Identify variation or inefficiencies in front-end operations and recommend improvements.
• Lead front-end–focused improvement initiatives and monitor outcomes to ensure sustained performance gains.

• Develop, implement, and monitor onboarding and ongoing training programs for front-end staff.
• Ensure training content aligns with organizational policies, procedures, and service standards.
• Track training completion and competency, addressing gaps as needed.
• Maintain training records, drill documentation, and front-end operational records to support audit readiness.

• Serve as the primary escalation point for front-end operational issues and patient experience concerns related to front-end processes.
• Coordinate timely service recovery and operational resolution within defined authority.
• Collaborate with Operations leadership, Compliance, Billing, and Clinical teams to support efficient operations and high-quality patient care.

• Bachelor’s degree required in Healthcare Administration, Business Administration, Public Health, or a related field.
• Demonstrated experience supervising staff or leading teams is required.
• Experience in operations, patient access, customer service management, healthcare administration, or a related leadership role.
• Experience in regulated or service-driven environments preferred.
• Healthcare, community health, or FQHC experience preferred but not required.

• Must be able to hear and communicate with clients and staff on the telephone and those who are served “in person.”
• Must be able to lift up to 40 pounds.
• Must have vision that is adequate to read memo’s computer screen, registration forms, and other documents.
• Must possess manual dexterity, to perform writing and keyboarding tasks.
• Prolonged periods of sitting and working at a computer.

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