Front Office Manager

Description

Mission of Department: To ensure timely, coordinated, and patient-centered access to care by accurately managing referrals, scheduling, and prior authorizations, while supporting providers, reducing delays, and maintaining compliance with payer and regulatory requirements.

Purpose of Position: The Front Office Manager is responsible for leading and coordinating all front-end administrative functions, with direct oversight of referral management, patient scheduling, and prior authorization workflows. This role ensures timely patient access, accurate insurance processing, and efficient coordination between clinical teams, payers, and external providers. The Front Office Manager sets standards, monitors performance, and drives continuous improvement across front office operations.

Essential Functions: Referral Management Oversight

• Oversee the intake, tracking, and completion of incoming and outgoing referrals.
• Ensure referrals are processed accurately, timely, and in compliance with payer and clinical requirements.
• Coordinate with providers, care teams, and external facilities to resolve referral delays or deficiencies.
• Monitor referral turnaround times and address bottlenecks proactively.

Scheduling Oversight

• Lead all patient scheduling activities to ensure optimal provider utilization and patient access.
• Establish and enforce scheduling protocols, templates, and prioritization standards.
• Collaborate with clinical leadership to adjust scheduling strategies based on demand and capacity.

Prior Authorization Oversight

• Supervise prior authorization workflows to ensure approvals are obtained before services are rendered.
• Ensure accurate documentation and compliance with payer requirements.
• Address authorization denials, escalations, and appeals in coordination with clinical and billing teams.
• Track authorization turnaround times and approval rates.

Staff Leadership & Performance

• Directly supervise front office staff, including referral coordinators, schedulers, and authorization personnel.
• Train, coach, and hold staff accountable to performance standards and policies.
• Conduct performance evaluations and recommend corrective or developmental actions as needed.
• Foster a patient-centered, service-oriented culture.

The preceding functions have been provided as examples of the types of work performed by employees assigned in this job classification. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and /or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Additional Responsibilities: 

• Develop and monitor key performance indicators (KPIs) related to access, referrals, scheduling, and authorizations.
• Identify workflow inefficiencies and implement process improvements.
• Prepare operational reports for leadership as requested.
• Ensure compliance with organizational policies, payer rules, and regulatory standards.
• Ensure customer service is at the heart of each department’s essential duties and functions.

Work Environment Considerations:

• Fast paced environment that involves frequent and consistent communication with all 3 facets of overseeing departments.
• Ability to sit for long periods and utilize a computer, scanner, printer/fax and phone.
• Have good multitasking and prioritization skills to handle problems as they arise.
• Be able to handle confidential medical records and insurance information and follow HIPAA guidelines.

Education, Qualifications, Experience:

High school diploma or equivalent is required.

Basic working knowledge of computer systems, excel, word, etc.

Experience with healthcare related terminology and electronic health records preferred.

2 year of experience with leadership preferred.

Personal Characteristics:

• Detail-oriented
• Patient-centered
• Organized and dependable
• Collaborative and accountable
• Adaptable

Equipment: 

Telephone, Computer, Printer, Scanner, Copy Machine, & Fax Machine

Expectation of Service: This is a non-exempt position which requires 40 hours per week for a full-time position. Regular and punctual attendance is required when scheduled.

Physical Requirements: 

• Ability to sit for extended periods while working at a computer workstation.
• Frequent use of hands and fingers for typing, data entry, and handling paperwork.
• Ability to communicate effectively in person and by telephone.
• Ability to occasionally stand, walk, bend, or reach within the work area.
• Ability to lift or move light office materials (up to approximately 10–15 pounds).
• Ability to tolerate a standard office and clinical environment.

Scott County Hospital is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristics as outlined by federal, state, or local laws.