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About the Role

The Front-End Operations Manager leads day-to-day front-end operations to ensure efficient workflows, high-quality service delivery, and a positive patient experience. This role supervises Patient Services Coordinators and provides indirect oversight of Patient Services Representatives, applying expertise to monitor performance, standardize workflows, develop staff competency, and drive continuous improvement.

Responsibilities

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.
Perform other duties as assigned by supervisor.

Requirements

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.
OSHA Level I

Location

On-site
Travel to all FLCH locations

Work Type

On-site
Full-time

Experience Level

Leadership role
Supervisory experience

Education Level

Bachelor's degree

Benefits

Monday through Friday schedule, closed all major holidays
Medical, Dental, Vision, and Life insurance
Safe Harbor 3% 401k contribution
Robust PTO offerings
Education assistance

About the Company

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services.
In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities and walks of life.
Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers.
With over 200 employees, we strive to provide high-quality and innovative health care services to the Finger Lakes Region.