Front Office & Patient Access Director

Ford's Hometown Services; Berlin (NH); On-site; USD 110,000 - 150,000; Full time

Job summary

Coos County Family Health Services seeks a Director of Administrative Operations to lead front desk operations, patient registration, and copay collection across multiple sites.

You will align administrative workflows with clinical needs, supervise staff, and partner with HR on staffing and policies, reporting to the CEO. Strong leadership and healthcare operations experience are essential.

Qualifications

• Bachelor’s degree in business administration, healthcare administration, or related field preferred; equivalent experience considered.
• At least five years of progressive experience in healthcare administration or administrative operations, including staff supervision.
• Experience with patient registration, front office workflows, point-of-service collections, and policy implementation strongly preferred.
• Experience supporting staff development, performance management, and consistent workplace policies in collaboration with HR.
• Strong computer skills, including Microsoft 365, EMR systems, scheduling and timekeeping tools, spreadsheets, and reporting tools; AthenaOne experience preferred.
• Demonstrated organization, sound judgment, discretion, clear communication, and ability to coach staff and implement changes.

Responsibilities

• Direct daily front desk, reception, and patient registration operations with clear service standards.
• Oversee patient demographics, insurance verification, required forms, check-in/check-out, communications, and collection workflows.
• Coordinate with billing, revenue cycle, and clinical teams to resolve registration errors and workflow issues.
• Address patient concerns and coordinate follow-up with clinical leadership when needed.
• Establish and monitor copay collection procedures across locations and verify patient responsibility and payment methods.
• Review copay collection performance and identify trends in missed collections and site-level variation.
• Collaborate with Front Office Manager to investigate root causes of missed copay collections and implement corrective workflows.
• Coordinate with Revenue Cycle and Finance to reconcile discrepancies and track improvements over time.
• Provide targeted coaching to staff on copay collection expectations and adherence to financial assistance policies.
• Escalate recurring barriers and propose operational improvements to executive leadership.

Skills

Staff supervision

Leadership

Customer service

Problem solving

Communication

Education

Bachelor’s degree in business administration or healthcare administration

Tools

Microsoft 365

EMR systems

AthenaOne

Job description

Coos County Family Health Services seeks a Director of Administrative Operations to lead front desk operations, patient registration, and copay collection across multiple sites.

You will align administrative workflows with clinical needs, supervise staff, and partner with HR on staffing and policies, reporting to the CEO. Strong leadership and healthcare operations experience are essential.