Front-End Operations Lead - Patient Access

Finger Lakes Community Health; New York (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Mon-Fri schedule

Health insurance

401k match

PTO

Education assistance

Job summary

Finger Lakes Community Health is seeking a Front-End Operations Manager to lead day-to-day front-end operations across eight health centers, ensuring efficient workflows and exceptional patient service. This on-site role requires supervision of Patient Services Coordinators and indirect oversight of Patient Services Representatives, with travel to all FLCH locations and some evenings.

The role emphasizes operational leadership, performance reporting, and training to standardize workflows,

Qualifications

• Bachelor’s degree required in Healthcare Administration, Business Administration, Public Health, or a related field.
• Demonstrated experience supervising staff or leading teams is required.
• Experience in operations, patient access, customer service management, healthcare administration, or a related leadership role.
• Experience in regulated or service-driven environments preferred.
• Healthcare, community health, or FQHC experience preferred but not required.

Responsibilities

• Provide day-to-day operational leadership and supervision of the Patient Service Coordinators (PSC).
• Provide oversight of Patient Services Representatives through the PSC to support consistent staffing coverage and workflow execution.
• Ensure consistent application of front-end workflows, service standards, and patient access practices across all sites.
• Monitor front-end performance and address operational issues in collaboration with Operations leadership.
• Develop and maintain routine reports to monitor front-end performance, including access, wait times, accuracy, productivity, and service quality.
• Analyze performance trends to identify operational barriers impacting patient access and experience.
• Share findings and recommendations with Operations leadership to support data-informed operational decisions.
• Standardize front-end workflows to ensure consistent patient registration, check-in, eligibility verification, and communication processes.
• Identify variation or inefficiencies in front-end operations and recommend improvements.
• Lead front-end-focused improvement initiatives and monitor outcomes to ensure sustained performance gains.
• Develop, implement, and monitor onboarding and ongoing training programs for front-end staff.
• Ensure training content aligns with organizational policies, procedures, and service standards.
• Track training completion and competency, addressing gaps as needed.
• Maintain training records, drill documentation, and front-end operational records to support audit readiness.
• Serve as the primary escalation point for front-end operational issues and patient experience concerns related to front-end processes.
• Coordinate timely service recovery and operational resolution within defined authority.
• Collaborate with Operations leadership, Compliance, Billing, and Clinical teams to support efficient operations and high-quality patient care.
• Other Duties As Assigned by Supervisor

Skills

Staff supervision

Operations management

Patient access

Customer service

Healthcare administration

Education

Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, or related field

Job description

Finger Lakes Community Health is seeking a Front-End Operations Manager to lead day-to-day front-end operations across eight health centers, ensuring efficient workflows and exceptional patient service. This on-site role requires supervision of Patient Services Coordinators and indirect oversight of Patient Services Representatives, with travel to all FLCH locations and some evenings.

The role emphasizes operational leadership, performance reporting, and training to standardize workflows,