Front Office Operations & Training Manager

**THIS IS NOT A REMOTE POSITION**

Job Title: Front Office Operations & Training Manager
Location: Plano(Corporate Office)
Travel: Required to Satellite Offices

Position Summary
We are seeking an experienced and highly organized Front Office Operations & Training Manager to oversee front office performance, training, quality assurance, and operational consistency across our podiatry practice. This role is responsible for ensuring that front office and overall office operations are performed accurately, efficiently, and in compliance with company policies and procedures.

The ideal candidate will have strong management experience, deep knowledge of medical front office operations, and a solid understanding of billing, insurance processes, collections, referrals, and quality assurance reporting. This person must be able to travel to satellite offices, assess operations visually and functionally, identify when processes are out of place, and implement corrective action when needed. They must understand how each role in the practice contributes to the patient experience and overall office success, including both front office and clinic support operations.

Key Responsibilities

Front Office Operations Oversight

• Oversee and support front office operations across all practice locations
• Ensure consistency in scheduling, patient check-in/check-out, phone handling, collections, referrals, and insurance workflows
• Monitor office flow and identify inefficiencies or breakdowns in process
• Evaluate satellite office operations through in-person site visits and visual overviews to ensure standards are being followed
• Recognize when workflows, appearance, organization, or staff performance are not aligned with company expectations and take action to correct them

Billing, Insurance, and Collections

• Maintain strong working knowledge of CPT codes, ICD codes, and medical billing processes
• Ensure front office staff accurately verify in-network and out-of-network insurance benefits
• Confirm staff understand and properly manage PCP referrals, authorizations, and related requirements
• Oversee and train staff on collecting accurate patient financial responsibility, including:
• Deductibles
• Coinsurance
• Copays
• Outstanding balances
• Monitor front office accuracy regarding insurance verification, benefit interpretation, and collections procedures

Training & Development

• Train new and existing front office team members on company policies, workflows, and service standards
• Cross-train staff so they understand each front office function and how it impacts the overall practice
• Provide coaching and retraining when performance issues or process gaps are identified
• Develop and maintain training materials, SOPs, checklists, and process guides
• Ensure all team members are operating according to policy and procedure

Quality Assurance & Auditing

• Audit front office phone calls for professionalism, accuracy, compliance, and customer service quality
• Conduct regular quality assurance reviews of front office and office-wide operations
• Review processes for compliance with company expectations in both administrative and clinic areas
• Prepare and present quality assurance reports, findings, and recommendations to leadership
• Track trends, identify recurring issues, and implement improvement plans

Performance Management & KPIs

• Establish, monitor, and report on key performance indicators (KPIs) related to front office operations
• Measure team performance in areas such as call handling, collections, insurance verification accuracy, referral completion, scheduling efficiency, and patient service standards
• Hold staff accountable to performance expectations and operational standards
• Partner with leadership to improve workflows, productivity, and patient experience

Leadership & Practice Support

• Supervise, coach, and support front office staff and managers as needed
• Serve as a resource for troubleshooting operational issues across satellite offices
• Maintain a working understanding of each position in the podiatry practice and how departments work together
• Support office-wide operational excellence, including awareness of clinic flow, patient experience, presentation, and adherence to standards

Qualifications

Required:

• Minimum 3–5 years of management experience in a medical practice or healthcare setting
• Strong knowledge of front office operations in a medical office
• Experience with:
• Insurance verification
• In-network and out-of-network benefits
• PCP referrals and authorizations
• Patient collections
• Deductible, copay, and coinsurance calculations
• CPT and ICD coding knowledge
• Experience auditing performance, training staff, and enforcing policies and procedures
• Strong understanding of workflow management and quality assurance practices
• Ability to travel to multiple office locations as needed
• Excellent communication, leadership, and organizational skills

Preferred:

• Experience in podiatry, wound care, or other specialty practice
• Multi-site practice management experience
• Familiarity with EMR and practice management systems
• Experience developing KPI dashboards or reporting tools

Skills & Competencies

• Strong leadership and staff development skills
• Detail-oriented with excellent observational ability
• Able to quickly identify when operations are off track or not following standards
• Strong knowledge of revenue cycle and front office financial workflows
• Ability to balance training, accountability, and operational support
• Strong critical thinking and problem-solving skills
• Professional, adaptable, and able to work independently

Work Environment & Expectations

• Combination of office-based work and regular travel to satellite locations
• Hands-on role requiring observation, staff support, auditing, and reporting
• Fast-paced medical practice environment
• Must be comfortable holding teams accountable while also coaching and developing staff

Impact of This Role
This position is essential to ensuring operational consistency, financial accuracy, staff accountability, and excellent patient service across the practice. The Front Office Operations & Training Manager will play a key role in strengthening front office performance, supporting clinic efficiency, and maintaining high standards throughout every location.

Pay: From $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Medical billing: 2 years (Preferred)
• Referrals: 2 years (Preferred)
• Medical collection: 2 years (Preferred)

Work Location: In person