Front Desk Manager

Front Desk Manager

Department: Administration
Reports To: Chief Operations Officer
Employment Type: Full-Time
Pay Band: $23–$33 per hour, based on experience and qualifications

Position Summary

The Front Desk Manager is responsible for overseeing the daily operations of the practice’s front desk and patient-facing administrative functions. This role serves as a key point of contact for patients, visitors, providers, and internal team members while ensuring that front office processes are organized, efficient, accurate, and aligned with the practice’s standards.

The Front Desk Manager provides day-to-day leadership to front desk staff, supports patient registration and scheduling processes, monitors administrative workflows, and helps ensure a professional and welcoming patient experience. The position also partners with clinical, billing, and administrative leadership to identify operational needs and improve front office processes.

The ideal candidate is highly organized, professional, service-oriented, comfortable leading others, and able to balance patient service with the operational demands of a busy medical practice.

Expected Duties & Key Accountabilities

• Oversee the daily operations of the front desk and ensure consistent, efficient front office workflows.

• Provide direction, support, and accountability to front desk/reception staff.

• Daily check-ins/huddles and regular team meetings/check-ins.

• Ensure patients and visitors receive a professional, welcoming, and positive experience.

• Maintain accurate and timely patient registration, demographic, insurance, and financial information.

• Oversee patient check-in and check-out processes and ensure established procedures are followed for both in-person and tele-med appointments.

• Monitor appointment scheduling, follow-up appointments, rescheduling appointments and related administrative processes.

• Serve as an escalation point for patient concerns and front office issues.

• Ensure front office staff appropriately protect patient privacy and maintain compliance with HIPAA and practice policies.

• Monitor collection and reconciliation of patient payments and ensure appropriate documentation.

• Identify workflow issues and recommend improvements to leadership.

• Coordinate with clinical and administrative teams to address patient and operational needs.

• Support onboarding and training of front office employees.

• Help establish and maintain front office standards, procedures, and expectations.

• Maintain a clean, organized, professional, and patient-ready reception area.

• Specific expectation that voicemails are returned within 1 hour

• Direct ownership of Athena regarding Appointments to Schedule Inbox, ticklers, waitlist, and task delegation, including keeping the inbox clean

• Clear responsibility for monitoring these workflows daily and ensuring follow-up is completed.

• Expectation to jump in and cover the front desk when staffing needs arise, including call-outs.

Typical Responsibilities

Front Office Operations

• Oversee opening and closing procedures for the front desk.

• Ensure phones are answered promptly and professionally and that all patient communications are handled in an accurate and timely fashion.

• Monitor the reception area and ensure patients and visitors are greeted and directed appropriately.

• Ensure patient-facing materials, forms, and information remain current and available.

• Monitor incoming faxes, correspondence, and other documentation and ensure information is routed appropriately.

• Assist with maintaining organized patient records and documentation within Athena EMR.

Patient Registration & Scheduling

• Oversee patient registration and check-in procedures.

• Ensure patient identity, demographic, financial, and insurance information is verified and accurately entered into Athena EMR.

• Ensure required forms, signatures, and acknowledgments are completed.

• Monitor insurance eligibility verification and ensure issues are addressed prior to appointments when possible.

• Oversee scheduling of follow-up appointments and other patient appointments.

• Assist staff with resolving scheduling or registration issues.

Financial & Administrative Processes

• Oversee collection of copayments, balances, and other patient payments.

• Ensure payments are accurately posted and reconciled.

• Review daily payment activity and reports and address discrepancies.

• Ensure appropriate end-of-day procedures are completed.

• Work with billing and administrative leadership to resolve front-office billing or payment issues.

Team Leadership

• Provide day-to-day guidance and support to front desk employees.

• Assist with training and onboarding of new front office staff.

• Reinforce practice policies, procedures, customer service expectations, and performance standards.

• Monitor workflow and staffing needs and communicate concerns to leadership.

• Provide feedback and coaching when appropriate.

• Foster a collaborative, professional, and patient-centered team environment.

Compliance & Patient Privacy

• Maintain strict confidentiality of patient information.

• Follow HIPAA requirements and organizational privacy and security policies.

• Ensure front desk processes are performed consistently with applicable practice policies and procedures.

• Escalate compliance, privacy, safety, or patient concerns to appropriate leadership.

Required Qualifications

• High school diploma or equivalent required.

• 4+ years of experience in a medical office, healthcare, outpatient, specialty practice, or similar patient-facing environment.

• Prior supervisory, lead, or team leadership experience preferred.

• Experience with electronic medical records (EMR) systems preferred.

• Strong understanding of patient registration, scheduling, insurance verification, and front-office workflows.

• Strong customer service and communication skills.

• Ability to maintain confidentiality and appropriately handle sensitive information.

• Strong attention to detail and organizational skills.

• Ability to prioritize multiple responsibilities in a fast-paced environment.

Core Skills & Competencies

Patient Experience
Creates a professional, welcoming, and service-oriented experience for patients and visitors.

Leadership
Provides clear direction, support, and accountability while fostering a positive team environment.

Communication
Communicates clearly and professionally with patients, providers, employees, and leadership.

Organization & Attention to Detail
Maintains accurate records and effectively manages competing priorities and administrative responsibilities.

Problem Solving
Identifies issues, evaluates options, and takes appropriate action or escalates concerns when necessary.

Confidentiality & Professionalism
Demonstrates sound judgment when handling confidential patient and business information.

Technology & Systems
Comfortably uses EMR, scheduling, payment, telephone, and other administrative systems.

Benefits

Eligible employees may receive benefits in accordance with the practice’s applicable benefit plans and eligibility requirements, which may include:

• Medical, dental, and vision insurance

• Retirement savings plan

• Paid time off

• Employee discounts and/or practice benefits

Benefits and eligibility are subject to the terms and conditions of the applicable plans and company policies.

Work Environment

This position works primarily in a medical clinic environment with frequent interaction with patients, visitors, providers, and other employees. The role may involve exposure to communicable diseases, bodily fluids, medicinal preparations, and other conditions commonly associated with a clinical setting.

Physical Requirements

The position requires the ability to sit for extended periods. The employee must have sufficient manual dexterity for computer and office equipment use, adequate hearing for telephone and in-person communication, and the ability to read and review documents and electronic records.

Employee Exposure Determination

Category III: Tasks do not routinely involve exposure to blood, body fluids, or tissues. Employees in this category are not routinely called upon to perform or assist with emergency medical aid and are not expected to be exposed to blood or body fluids as a condition of employment.