Front Desk Manager - Ophthalmology

Position Summary

The Front Desk Manager is responsible for the overall leadership and operation of the front desk teams across the practice's Albany, Clifton Park, and Troy locations. This is a multi-location role that regularly works across all three offices, with the majority of time spent supporting the Albany location. The Front Desk Manager directly oversees the Albany front desk team and provides leadership, guidance, and support to the Front Desk Leads at the Clifton Park and Troy locations.

The Front Desk Manager ensures consistent front desk standards, efficient workflows, appropriate physician scheduling, strong patient service, and adequate staffing and coverage across all locations. This role works closely with the Patient Access Manager, Clinical Manager, HR, Billing, and Practice Administration to support effective practice operations.

Essential Responsibilities

Leadership & Staff Management

• Directly supervise the Albany front desk team and provide operational oversight and support to the Clifton Park and Troy Front Desk Leads.
• Recruit, onboard, train, coach, and develop front desk staff in collaboration with HR and Practice Administration.
• Establish clear expectations for attendance, performance, professionalism, customer service, and adherence to practice policies.
• Provide guidance to Front Desk Leads in managing staff performance, attendance, and day-to-day concerns.
• Foster a positive, professional, and accountable team environment across all three locations.

Multi-Location Operations

• Oversee front desk operations across all three practice locations and ensure consistent processes and standards.
• Regularly work onsite at each location to support teams, assess operations, and address staffing or workflow needs.
• Monitor staffing and coverage needs and assist with adjustments based on patient volume and office needs.
• Ensure front desk areas are clean, organized, professional, and appropriately stocked.
• Order and maintain necessary front desk and office supplies.
• Complete bank deposits and ensure appropriate handling of daily payments in accordance with practice procedures.
• Coordinate office visitors, including pharmaceutical representatives, vendors, and other business partners.
• Assist with coordinating drug representative lunches and other office events or meetings as needed.

Physician Scheduling & Patient Flow

• Monitor physician schedules across all locations to ensure appointments are being booked appropriately and schedules are balanced.
• Identify schedules that are overbooked, underbooked, or otherwise inconsistent with established scheduling expectations.
• Work with the Patient Access Manager, providers, and clinical teams to address scheduling issues and optimize provider schedules.
• Ensure front desk staff follow established scheduling guidelines and provider preferences.
• Monitor patient flow and identify opportunities to improve efficiency and reduce unnecessary wait times.

Patient Experience

• Promote a welcoming, professional, and efficient patient experience across all locations.
• Ensure consistent standards for patient check-in, check-out, scheduling, communication, and front desk service.
• Address escalated patient concerns and work with staff and leadership to resolve issues appropriately.
• Identify recurring patient concerns or service issues and recommend improvements.

Systems & Process Management

• Develop a strong working knowledge of the practice's electronic medical record and practice management system, ModMed , and ensure front desk staff are using the system appropriately.
• Monitor front desk workflows and recommend improvements to increase efficiency, consistency, and patient satisfaction.
• Ensure staff follow established procedures and practice policies.
• Participate in system implementations, workflow changes, office projects, and other practice-wide initiatives as assigned.

Collaboration & Communication

• Maintain regular communication with Front Desk Leads regarding staffing, performance, patient concerns, and operational needs.
• Partner with the Patient Access Manager to ensure effective coordination between front desk operations and broader patient access functions.
• Work closely with the Clinical Manager, Billing, HR, and Practice Administration on operational and staffing needs.
• Communicate practice updates, policies, and procedural changes to front desk teams.

Compliance

• Ensure front desk staff maintain patient confidentiality and comply with HIPAA and practice policies.
• Ensure appropriate handling of patient payments, deposits, and confidential information.
• Promote a professional, organized, and compliant front desk environment across all locations.

Qualifications

• High school diploma or equivalent
• 3+ years of previous management or supervisory experience with demonstrated success leading and developing a team.
• Strong leadership, communication, organizational and interpersonal skills with the ability to set expectations, provide feedback, and lead by example. Fostering a positive, professional, and collaborative team environment.
• Excellent customer service skills and a commitment to providing a positive patient experience.
• At least 1 year of experience in a healthcare or medical office setting preferred. 
• Ability to work effectively with employees, physicians, patients, and leadership.
• Ability to learn and effectively use the practice's EMR, ModMed, and other technology systems.
• Ability to travel routinely between the Albany, Clifton Park, and Troy locations as needed.