Office Manager - Front Office
hace 1 día
Palm Beach Gardens
OneLife Health & Performance welcomes you to our dynamic team of dedicated people striving toward a common mission and goal of excellence, both personally and professionally. We pride ourselves on quality, education, innovation, and creating a strong team of individuals who work collectively to meet the high standards of OneLife. We want to make sure every team member is set up to win right from the start. That is why we create clear job descriptions, expectations, goals, and accountability standards. This ensures clarity, ownership, and a focused vision as we work together to deliver extraordinary service to our patients and continue growing OneLife into a nationally recognized leader in precision health and longevity, including primary and concierge care, regenerative and aesthetic medicine. POSITION SUMMARY The Office Manager – Front Office is the department head for OneLife’s front office and reports to the Office Managers. This role manages the front office and reception team, owns the provider schedule and clinic utilization, and sets the service standard for every patient interaction from first contact through check-out. This is a senior hospitality leadership role within a physician-led medical practice. The right candidate has run a front office or guest services operation at a luxury level, manages through people, systems, and data, and is trusted to make decisions without close oversight. The Office Manager – Front Office works closely with the Office Managers, the patient care team, providers, and marketing to improve how the clinic runs, support membership growth and patient retention, and prepare the front office to scale with the practice. POSITION REQUIREMENTS • 5 or more years of front office, guest services, or patient experience leadership, including at least 3 years managing a team, in luxury hospitality, concierge or cash-pay medicine, medical aesthetics, or high-end wellness, • Proven record of hiring, developing, and retaining a high-performing team and holding it to a consistent service standard, • Demonstrated ownership of scheduling, capacity, or utilization for a multi-provider or multi-resource operation, with measurable results, • Comfort working with data: tracking KPIs, building simple reports, and using results to make operational decisions, • Experience building SOPs, training programs, and service standards from the ground up, • Membership, cash-pay, or premium service sales experience; able to explain services, memberships, and pricing to patients clearly and confidently, • Strong working knowledge of EMR and scheduling systems, patient communication platforms, and payment processing; Symplast experience a plus, • Polished, warm, and professional presence with high emotional intelligence, sound judgment, and composure under pressure, • Availability for Saturday coverage as clinic hours expand, and flexibility for early, late, and event hours as needed, • Bachelor’s degree in hospitality, business, or a related field preferred, • Local to the Palm Beach area and able to work on site CORE RESPONSIBILITIES • Lead the front office as its department head, owning its standards, staffing, performance, and results, • Own the patient experience at every front-of-house touchpoint: first call, arrival, check-in, wait, check-out, and follow-up booking, • Hire, train, coach, and evaluate the front office team, and hold regular department meetings and one-on-one check-ins, • Make day-to-day operating decisions for the front office and resolve patient concerns directly, routing clinical or care questions to the right team member, • Partner with the patient care team, providers, medical assistants, and aesthetics so handoffs between the front office and care teams are seamless, • Participate in management meetings, report on front office performance, and recommend operational improvements to the Office Managers, • Keep the reception area and front-of-house spaces guest-ready and consistent with OneLife brand standards SCHEDULING & CLINIC UTILIZATION • • Own the provider schedule and its structure: appointment types and lengths, templates, confirmations, waitlists, and same-day changes, • • Maximize provider chair time and room utilization, fill cancellations and open slots quickly, and recommend template changes based on demand, • • Build front office staff schedules that cover all clinic hours, including Saturdays as they are added, peak times, and planned time off, • • Keep patient flow on time and wait times to a minimum throughout the day, • • Ensure follow-up visits, labs, and next appointments are booked at check-out so every patient leaves with a next step, • • Enforce OneLife’s continuity of care rule: once a patient is established with a provider, the front office does not move them to another provider; requests to switch go to management, • • Work with the Revenue Manager on schedule audits and correct any issues found MEMBERSHIPS, PRICING & SPECIALS • Ensure the front office team knows OneLife’s diagnostic evaluations, memberships, and services well enough to guide patients to the right option, • Apply member and non-member pricing correctly, and direct patients to the evaluation that best fits the tests and services they are requesting, • Lead membership conversations at the front office and support enrollment, renewals, and account questions alongside the patient care team, • Plan in-office specials, events, and promotions with marketing, brief the team on details, eligibility, and dates, and ensure every offer follows OneLife’s pricing policy, • Track results of specials, promotions, and front office membership activity and report them to the Office Managers, • Ensure accurate payments, invoicing, and end-of-day reconciliation SYSTEMS & STANDARDS • Build and maintain front office SOPs, scripts, and checklists, and keep training content current in Trainual, • Ensure OneLife’s EMR, patient communication, and membership systems (currently Symplast, Weave, and Hint) are used accurately and completely, • Set response standards for phones, messages, and inbound requests and monitor performance against them, • Maintain HIPAA compliance and patient privacy at the front office at all times PERFORMANCE METRICS • Provider and room utilization, • Schedule accuracy and same-day fill rate for cancellations, • Patient wait times, on-time flow, and call response times, • Follow-up booking rate at check-out, • Membership conversations and enrollments supported at the front office, • Payment and end-of-day reconciliation accuracy, • Patient satisfaction and feedback, • Front office team performance, training completion, and retention DEFINITION OF SUCCESS The front office runs as a well-managed department. Every patient is greeted warmly and leaves with their next visit booked, the schedule is full and balanced, and the team is trained and accountable. The Office Managers receive clear reporting, and the front office is a dependable source of membership growth and patient retention.
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