PRO Pt
PRO-PT is a 100% privately owned and operated outpatient orthopedics physical therapy company. We are looking to hire a Director of Front Office Operations who will lead the end-to-end patient access and “first impression” experience across all clinic locations. This role is accountable for the performance of the central scheduling/call center team and for ensuring clinic front office operations are consistent, efficient, compliant, and patient-centered. Success is defined by timely access to care, accurate scheduling and intake, reduced cancellations/no-shows, high patient satisfaction, strong staff performance, and retention—delivered through clear workflows, training, quality monitoring, and KPI-driven Improvement.
Primary Responsibilities Lead Centralized Call Center and Central Scheduling
Direct daily operations for inbound/outbound calls, appointment scheduling, referral intake, insurance verification support, and patient inquiries.
Establish call handling standards (professional greeting, scripting, documentation requirements, escalation rules, after-hours processes).
Build and maintain a quality program (call monitoring, coaching, calibration, and corrective action when needed).
Manage workforce planning (staffing levels, schedules, forecasting, coverage plans) to meet demand across multiple locations.
Set Standards and Improve Clinic Front Office Operations
Define and maintain front office SOPs for registration, check-in/check-out, scheduling workflows, patient communication, and clinic-to-call-center handoffs.
Partner with Clinic Directors/CLPs to coach, develop, and hold front office teammates accountable to consistent standards.
Anticipate and address patient flow issues and implement countermeasures.
Optimize Patient Access and Scheduling Integrity
Ensure schedules align with therapist availability, clinic capacity, and clinical requirements (visit types, durations, plan-of-care needs).
Implement waitlist and “fill open slots” processes to reduce lost visits and improve utilization.
Partner with clinical leadership to maintain scheduling rules and templates and reduce rework caused by scheduling errors.
Oversee Referral Intake, Insurance Verification, and Authorization Readiness (Front-End)
Standardize referral intake workflows and required documentation tracking to prevent delays in care.
Oversee processes for eligibility verification and authorization readiness (in coordination with revenue cycle/billing as applicable).
Ensure patients receive accurate, consistent guidance on required documentation, insurance steps, and clinic policies.
Drive Service Recovery and Patient Communication Excellence
Create and monitor service recovery workflows to address patient concerns quickly and empathetically.
Define escalation pathways to clinic leadership/operations and ensure issues are resolved and trended for systemic fixes.
Train teams on de-escalation, professionalism, and patient-centered communication across phone, email, and digital channels.
Ensure HIPAA Compliance and Operational Risk Controls
Maintain HIPAA-compliant handling of PHI across all channels and locations; ensure audit readiness.
Establish standards for identity verification, documentation practices, and secure communication.
Partner with compliance and IT to ensure appropriate system access and privacy safeguards.
Own KPI Reporting, Performance Management, and Continuous Improvement
Define, track, and report KPIs for call center, scheduling, and front office operations; run regular performance reviews.
Use data to identify root causes and implement improvements (workflow redesign, training, staffing changes, technology fixes).
Maintain current SOPs, job aids, and training materials; ensure adoption and sustained performance.
Own Enabling Technology (operationally) for Patient Access
Serve as the operational owner for phone systems/contact center tools, scheduling platforms, and EMR workflows that impact patient access.
Partner with IT/vendors to implement improvements (routing/IVR, reporting, call recording/QA tools, online scheduling rules where applicable).
Ensure staff proficiency across systems through training and ongoing support.
Lead and Develop Teams
Hire, onboard, and develop call center staff, support clinic leaders with training standards for the front office.
Set clear expectations and build a culture of accountability and service excellence.
Create training plans covering basic medical terminology, scheduling rules, documentation standards, and patient communication.
Budget and Vendor Management (if applicable)
Manage budgets related to patient access operations (staffing, software, vendors) and support business cases for needed tools.
Oversee vendor relationships tied to call center and scheduling operations.
Required Qualifications
Bachelor’s degree in healthcare administration, business, or related field (or equivalent experience).
3–5 years of call center management or centralized scheduling leadership, preferably in outpatient healthcare (PT/OT/rehab strongly preferred).
Proven experience managing multi-location operations and improving performance through KPIs and coaching.
Working knowledge of referral intake, insurance eligibility verification, and authorization workflows.
Experience with EMR/EHR platforms and contact center technology (routing/IVR, QA/call monitoring, reporting).
Strong leadership, communication, problem-solving, and change management skills.
Preferred Qualifications
Experience in physical therapy or similar high-volume outpatient settings.
Familiarity with PT EMR platforms (e.g., WebPT, Raintree, Epic, Athena) or comparable systems.
Experience partnering with revenue cycle to prevent front-end leakage and reduce care delays.
Experience implementing new scheduling/contact center tools and leading adoption across teams.
Key Skills and Competencies
Patient-centered communication and service mindset; models professionalism and calm under pressure.
Operational discipline: builds SOPs, trains them, audits adherence, and improves processes.
Data-driven management: dashboards, trend analysis, root-cause problem solving, action planning. Workforce planning and performance coaching; able to build and sustain high-performing teams.
Clear cross-functional collaboration with clinic leaders, providers, and administrative teams.
Strong understanding of HIPAA/privacy standards and secure handling of patient information.
Technology fluency and continuous improvement orientation.
Performance Metrics
Patient satisfaction (including ease of scheduling/registration)
Speed to answer / average wait time; abandon rate
New patient conversion (referral → scheduled → attended first visit)
No-show and cancellation rates; same-day fill/waitlist utilization
Schedule utilization rate, scheduling accuracy, and rework/error rates
Average handle time (AHT) and first call resolution (FCR), balanced with quality scores
Referral/authorization readiness cycle time (as applicable)
Staff productivity, quality scores, and retention
Work Environment
Clinic-based and/or centralized call center environment; hybrid/remote may be available depending on business needs.
Occasional travel between clinic locations may be required for training, audits, and rollouts.
May require flexible hours during growth periods, system changes, or high-volume seasons.
Precision Rehabilitation & Orthopedic Physical Therapy #J-18808-Ljbffr
Primary Responsibilities Lead Centralized Call Center and Central Scheduling
Direct daily operations for inbound/outbound calls, appointment scheduling, referral intake, insurance verification support, and patient inquiries.
Establish call handling standards (professional greeting, scripting, documentation requirements, escalation rules, after-hours processes).
Build and maintain a quality program (call monitoring, coaching, calibration, and corrective action when needed).
Manage workforce planning (staffing levels, schedules, forecasting, coverage plans) to meet demand across multiple locations.
Set Standards and Improve Clinic Front Office Operations
Define and maintain front office SOPs for registration, check-in/check-out, scheduling workflows, patient communication, and clinic-to-call-center handoffs.
Partner with Clinic Directors/CLPs to coach, develop, and hold front office teammates accountable to consistent standards.
Anticipate and address patient flow issues and implement countermeasures.
Optimize Patient Access and Scheduling Integrity
Ensure schedules align with therapist availability, clinic capacity, and clinical requirements (visit types, durations, plan-of-care needs).
Implement waitlist and “fill open slots” processes to reduce lost visits and improve utilization.
Partner with clinical leadership to maintain scheduling rules and templates and reduce rework caused by scheduling errors.
Oversee Referral Intake, Insurance Verification, and Authorization Readiness (Front-End)
Standardize referral intake workflows and required documentation tracking to prevent delays in care.
Oversee processes for eligibility verification and authorization readiness (in coordination with revenue cycle/billing as applicable).
Ensure patients receive accurate, consistent guidance on required documentation, insurance steps, and clinic policies.
Drive Service Recovery and Patient Communication Excellence
Create and monitor service recovery workflows to address patient concerns quickly and empathetically.
Define escalation pathways to clinic leadership/operations and ensure issues are resolved and trended for systemic fixes.
Train teams on de-escalation, professionalism, and patient-centered communication across phone, email, and digital channels.
Ensure HIPAA Compliance and Operational Risk Controls
Maintain HIPAA-compliant handling of PHI across all channels and locations; ensure audit readiness.
Establish standards for identity verification, documentation practices, and secure communication.
Partner with compliance and IT to ensure appropriate system access and privacy safeguards.
Own KPI Reporting, Performance Management, and Continuous Improvement
Define, track, and report KPIs for call center, scheduling, and front office operations; run regular performance reviews.
Use data to identify root causes and implement improvements (workflow redesign, training, staffing changes, technology fixes).
Maintain current SOPs, job aids, and training materials; ensure adoption and sustained performance.
Own Enabling Technology (operationally) for Patient Access
Serve as the operational owner for phone systems/contact center tools, scheduling platforms, and EMR workflows that impact patient access.
Partner with IT/vendors to implement improvements (routing/IVR, reporting, call recording/QA tools, online scheduling rules where applicable).
Ensure staff proficiency across systems through training and ongoing support.
Lead and Develop Teams
Hire, onboard, and develop call center staff, support clinic leaders with training standards for the front office.
Set clear expectations and build a culture of accountability and service excellence.
Create training plans covering basic medical terminology, scheduling rules, documentation standards, and patient communication.
Budget and Vendor Management (if applicable)
Manage budgets related to patient access operations (staffing, software, vendors) and support business cases for needed tools.
Oversee vendor relationships tied to call center and scheduling operations.
Required Qualifications
Bachelor’s degree in healthcare administration, business, or related field (or equivalent experience).
3–5 years of call center management or centralized scheduling leadership, preferably in outpatient healthcare (PT/OT/rehab strongly preferred).
Proven experience managing multi-location operations and improving performance through KPIs and coaching.
Working knowledge of referral intake, insurance eligibility verification, and authorization workflows.
Experience with EMR/EHR platforms and contact center technology (routing/IVR, QA/call monitoring, reporting).
Strong leadership, communication, problem-solving, and change management skills.
Preferred Qualifications
Experience in physical therapy or similar high-volume outpatient settings.
Familiarity with PT EMR platforms (e.g., WebPT, Raintree, Epic, Athena) or comparable systems.
Experience partnering with revenue cycle to prevent front-end leakage and reduce care delays.
Experience implementing new scheduling/contact center tools and leading adoption across teams.
Key Skills and Competencies
Patient-centered communication and service mindset; models professionalism and calm under pressure.
Operational discipline: builds SOPs, trains them, audits adherence, and improves processes.
Data-driven management: dashboards, trend analysis, root-cause problem solving, action planning. Workforce planning and performance coaching; able to build and sustain high-performing teams.
Clear cross-functional collaboration with clinic leaders, providers, and administrative teams.
Strong understanding of HIPAA/privacy standards and secure handling of patient information.
Technology fluency and continuous improvement orientation.
Performance Metrics
Patient satisfaction (including ease of scheduling/registration)
Speed to answer / average wait time; abandon rate
New patient conversion (referral → scheduled → attended first visit)
No-show and cancellation rates; same-day fill/waitlist utilization
Schedule utilization rate, scheduling accuracy, and rework/error rates
Average handle time (AHT) and first call resolution (FCR), balanced with quality scores
Referral/authorization readiness cycle time (as applicable)
Staff productivity, quality scores, and retention
Work Environment
Clinic-based and/or centralized call center environment; hybrid/remote may be available depending on business needs.
Occasional travel between clinic locations may be required for training, audits, and rollouts.
May require flexible hours during growth periods, system changes, or high-volume seasons.
Precision Rehabilitation & Orthopedic Physical Therapy #J-18808-Ljbffr