Medical Office / Business Manager

Trilogy Wellness Inc.•Town of Amherst, NY

About The Position

The Office / Business Manager is responsible for overseeing front desk operations, revenue cycle performance, and administrative systems to ensure an exceptional patient experience and strong financial outcomes. This role serves as a key operational leader, driving standardized policies, staff development, and data-driven improvements across patient access, billing, collections, and insurance processes. The ideal candidate is detail-oriented, patient-focused, and highly experienced in medical office operations, revenue cycle management, and staff training.

Requirements

Minimum of 5-7 years of experience in a medical office, healthcare administration, or business management role.
Strong knowledge of revenue cycle operations, AR, billing workflows, and insurance processes.
Experience working with RCS or third-party billing partners preferred.
Proven ability to analyze data, identify trends, and implement operational improvements.
Demonstrated leadership and staff training experience.
Excellent organizational, communication, and problem-solving skills.
High attention to detail and commitment to compliance and accuracy.

Nice To Haves

Experience in physical therapy / outpatient medical / allied health]setting.
Familiarity with EMR and practice management systems.
Prior involvement in insurance audits and credentialing processes.

Responsibilities

Oversee daily front desk operations with a patient-first mindset.
Ensure consistent, professional patient interactions and adherence to customer service standards.
Monitor patient flow, scheduling accuracy, and front desk performance.
Provide oversight of patient financial responsibility communication and collections at time of service.
Manage and monitor third party billing and Accounts Receivable (AR) performance.
Analyze billing system data to identify trends, gaps, and opportunities for improvement.
Recommend and implement policy and workflow changes based on third party billing performance metrics.
Oversee billing queues to ensure timely claim submission, follow-up, and resolution.
Partner with third party billing to ensure accurate and timely submission of required supporting documentation.
Prepare thorough documentation and reports for insurance audits.
Ensure audit readiness through proper record maintenance and compliance oversight.
Coordinate provider credentialing activities, working closely with third party biller to supply all required documentation in a timely manner.
Produce regular operational and financial reports related to front desk, billing, collections, and AR.
Establish accountability for key performance indicators (KPIs).
Develop and execute action plans when performance does not meet expectations.
Communicate findings and progress to leadership.
Develop, implement, and maintain standardized office policies and procedures.
Lead onboarding, training, and ongoing education for administrative and front desk staff.
Provide weekly training and support to ensure consistency, accuracy, and continuous improvement.
Coach staff to improve performance, compliance, and patient satisfaction.