The Office Manager is responsible for overseeing the daily operations of the medical office to ensure the delivery of efficient, high-quality patient care and administrative support. This role includes supervising clinical and administrative staff, optimizing workflow processes, managing patient access and scheduling, addressing patient experience and concerns, and ensuring compliance with healthcare regulations and billing practices.

Staff Supervision & Workflow Management:

• Interview, hire and train.
• Provide training, performance feedback and coaching to staff as needed.
• Supervise front office and clinical support staff, ensuring efficient daily operations.
• Develop and maintain staff schedules to support patient volume and provider availability.
• Conduct regular team meetings to communicate updates, address concern and foster collaboration.
• Address and resolve day-to-day staffing or workflow issues in coordination with the Practice Manager.

Patient Access & Scheduling

• Oversee referral and appointment scheduling processes to optimize provider productivity and patient access.
• Ensure timely and accurate patient scheduling, check-in and check-out procedures
• Monitor patient flow and wait time, implementing improvements to enhance efficiency.

Patient Experience

• Serve as point of contact for patient concerns, resolving issues with professionalism and empathy.
• Ensure high standards of customer service and patient satisfaction.
• Monitor patient experience and implement strategies to improve service quality.

Compliance & Billing

• Ensure compliance with HIPAA, OSHA, SOX and other healthcare regulations
• Monitor insurance verification and authorization processes to prevent delays in care and mitigate denials
• Coordinate with billing teams to ensure accurate coding and timely insurance claim submission.
• Assist in resolving billing issues and patient account inquiries.

Technology & Systems:

• Manage practice management systems (e.g., EHR/EMR software).
• Troubleshoot and report technical issues; coordinate with IT support as needed.

Leadership & Collaboration:

• Act as a liaison between providers, staff, practice manager and other administrative leadership.
• Work closely with the Practice Manager to develop and implement strategic office improvements.
• Foster a culture of accountability, teamwork and continuous improvement.

Administrative Operations:

• Manage office supplies, equipment maintenance and vendor relationships.
• Prepare reports on office performance patient volumes and other operational metrics.
• Ensure smooth patient flow, from check-in to check-out.
• Support implementation of clinical systems updates, workflow changes and quality improvement initiatives.

Education: 

• High school diploma or equivalent
• Associate’s or Bachelor’s degree in healthcare administration, business administration, or a related field (preferred)
• Certified Medical Office Manager (CMOM) Preferred
• Certified Physician Practice Manager (CPPM) Preferred
• HIPAA Certification Preferred

Experience Industry: Healthcare

Experience:

• 5+ years of experience in a medical office or healthcare administrative role.
• 1–2 years of supervisory or leadership experience preferred.

Skills/Abilities:

• Strong leadership, organizational, and communication skills.
• Proficiency in electronic health record (EHR) systems and MS Office Suite.
• Knowledge of medical terminology, billing, and insurance procedures.
• Ability to handle sensitive information with discretion and integrity.
• Excellent problem-solving and multitasking abilities.