Practice Representative Manager

Job Title: Practice Representative Manager

Location: All GEI locations
Department: Front Office Operations
Reports To: Sr. Manager, Patient Access

Job Summary:

The Practice Representative Manager is responsible for overseeing the day-to-day operations of the front desk and patient services teams across assigned locations. This role ensures efficient workflow, high-quality patient interactions, and alignment with organizational goals. The manager will lead and develop a team of practice representatives, implement front-end process improvements, and ensure adherence to policies, compliance, and performance benchmarks.

Key Responsibilities:

• Leadership & Oversight

o Manage, train, and support front desk staff to ensure excellent patient service and operational efficiency.

o Conduct regular team meetings to communicate updates, reinforce expectations, and provide performance feedback.

o Create and maintain staffing schedules to ensure adequate coverage at all times for all locations.

o Handle escalated patient issues or conflicts in a professional and solution-oriented manner.

• Operational Management

o Oversee front desk workflow including check-in/check-out, insurance verification, and patient registration.

o Ensure accurate and timely collection of copays and balances at the time of service.

o Monitor Phreesia and practice management system usage to ensure proper data entry and financial capture.

o Collaborate with billing and clinical teams to support coordination of care and front-end revenue cycle.

• Performance & Compliance

o Monitor key performance indicators (KPIs) such as front-end collections, patient wait times, and registration accuracy.

o Ensure compliance with HIPAA, company policies, and payer requirements.

o Audit daily transactions, eligibility checks, and appointment workflows for quality assurance.

• Process Improvement & Communication

o Identify and implement opportunities to streamline front office procedures and enhance the patient experience.

o Act as liaison between front desk teams, providers, clinical staff, and administration to resolve operational issues.

o Facilitate onboarding and continued education for front desk employees.

Requirements

Qualifications:

• High school diploma or equivalent; associate or bachelor's degree in healthcare administration or related field preferred.
• 3-5 years of experience in a medical office setting, including at least 1-2 years in a supervisory or managerial role.
• Strong knowledge of insurance verification, scheduling systems, and patient intake processes.
• Excellent interpersonal, organizational, and leadership skills.
• Proficiency with EMR/EHR systems and patient registration platforms (e.g., NextGen, Phreesia).