Front End Operations Manager

Finger Lakes Community Health•City of Geneva, NY

19d•$75,000 - $90,000•Onsite

About The Position

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees, we strive to provide high-quality and innovative health care services to the Finger Lakes Region.

Requirements

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.

Nice To Haves

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