Front Desk and Scheduling Manager

Eye Associates of Plantation•Plantation, FL

5d•$24 - $28

About The Position

Eye Associates of Plantation, a growing ophthalmology practice providing comprehensive medical and surgical eye care, is seeking an experienced, organized, and motivated Front Desk and Scheduling Manager. This hands-on leadership role oversees front desk operations, coordinates physician schedules, and supports efficient practice operations while ensuring an excellent patient experience. The manager handles and oversees patient-facing administrative functions, including calls, appointment scheduling, check-in and check-out, insurance and authorization verification, payments, patient communications, and accurate recordkeeping. The role also manages provider schedules and scheduling workflows, coordinates with physicians and clinical staff, and works to maximize patient access and provider productivity. The position supervises and supports front desk and scheduling personnel, including coordinating coverage, training and coaching staff, monitoring work quality, and ensuring follow-through on patient communications and assigned tasks. The manager also addresses patient questions and complaints, resolves front-office issues when appropriate, and escalates matters to management or clinical staff as needed. The successful candidate is proactive, detail-oriented, comfortable making decisions, and able to lead a team while maintaining a welcoming, professional environment. Fluency in English and Spanish, prior medical office experience, and supervisory experience are required.

Requirements

Fluency in English and Spanish.
At least 3 years of experience in a medical office front desk, patient scheduling, or similar patient-facing administrative role.
Prior experience supervising, leading, or coordinating front desk staff.
Experience managing physician schedules, patient appointments, and scheduling changes.
Strong communication and interpersonal skills, including the ability to handle challenging patient interactions professionally.
Excellent organizational skills and ability to manage multiple priorities in a fast-paced medical office.
Demonstrated leadership abilities and willingness to take ownership of front desk operations.
Strong attention to detail and ability to identify and resolve problems proactively.
Comfort using electronic medical records, practice management software, and standard office technology.
Knowledge of patient confidentiality requirements, including HIPAA.
Dependability, punctuality, professionalism, and commitment to excellent patient service.

Nice To Haves

Prior experience in an ophthalmology or optometry practice.
Experience with medical insurance verification, referrals, and authorizations.
Familiarity with physician scheduling templates, patient recall programs, and appointment optimization.
Experience training and managing front desk or patient service teams.
Experience working in a busy, multi-provider medical practice.

Responsibilities

Answer incoming calls, assist patients, and direct calls appropriately.
Schedule appointments for new and established patients with ophthalmologists and optometrists.
Greet patients and manage check-in and check-out processes.
Verify patient demographics, insurance information, referrals, and required authorizations.
Collect copayments, deductibles, outstanding balances, and other applicable patient payments.
Respond to patient questions about appointments, insurance, office policies, and practice information.
Manage patient messages, appointment requests, voicemails, and other communications, ensuring timely follow-up.
Maintain accurate patient records and documentation in electronic medical record and practice management systems.
Assist with patient recall lists, appointment confirmations, and outreach to patients overdue for visits.
Oversee daily physician schedules and ensure appointments are properly booked, organized, and optimized.
Monitor provider schedules for openings, conflicts, cancellations, and opportunities to accommodate patients.
Coordinate patient rescheduling when schedules change, appointments are canceled, or unexpected circumstances arise.
Maintain scheduling templates and ensure appointments use the appropriate provider, visit type, and allotted time.
Work with physicians, clinical staff, and management to maintain efficient patient flow.
Fill canceled appointments and open slots using waitlists, recall lists, and other outreach.
Ensure follow-up appointments, testing, and other necessary visits are scheduled appropriately.
Identify and resolve scheduling inefficiencies to improve patient access, provider productivity, and practice efficiency.
Oversee and support front desk receptionists and scheduling personnel in their daily duties.
Act as the primary contact for front desk questions, scheduling challenges, and operational issues.
Ensure front desk staff follow office policies, scheduling protocols, and customer service standards.
Coordinate daily responsibilities and staff coverage to ensure adequate front desk and phone support.
Train new front desk employees and coach existing team members.
Monitor phone responsiveness, patient communication, scheduling accuracy, and task completion.
Hold team members accountable for recall lists, returning calls, responding to messages, and following up on outstanding items.
Identify opportunities to improve workflows, staff efficiency, and the patient experience.
Communicate staffing concerns, patient issues, scheduling problems, and other operational matters to the Office Manager.
Serve as a primary resource for patients with questions, concerns, or complaints requiring additional attention.
Handle difficult patient interactions professionally and resolve concerns calmly, respectfully, and promptly.
Address scheduling disputes, appointment delays, insurance-related concerns, and other front-office issues.
Determine when issues can be resolved independently and when they should be escalated to management or clinical staff.
Maintain a welcoming, professional environment where patients feel heard and supported.
Promote accountability, teamwork, professionalism, and excellent customer service.