Clinical & Front Office Manager

POSITION SUMMARY
The Manager of Clinical & Front-End Operations is responsible for the leadership, performance, and consistency of RCSD's
non-provider patient-facing operations across all clinic locations. The Manager oversees both clinical operations and front-end
patient access, including Clinic Supervisors, clinical teams, PCC/front desk operations, and call center functions. The role
focuses on departmental leadership, employee performance, patient access, compliance, physician partnership, cross-
department coordination, and continuous operational improvement while delegating routine day-to-day clinical floor
management and clinical training to the Clinic Supervisors.
LEADERSHIP & PEOPLE MANAGEMENT
 Provide strategic and operational leadership for non-provider patient-facing teams, including clinical staff, scribes, Patient
Care Coordinators (PCCs), front desk staff, and call center staff across RCSD locations.
 Directly supervise Clinic Supervisors and front-end/call center staff or designated front-end leads; establish clear
expectations, accountability, communication, and consistent service standards.
Conduct regular one-on-one meetings with Clinic Supervisors and other direct reports, formal performance evaluations,
coaching, and performance management; administer or coordinate corrective action and performance improvement plans
when appropriate.
Own formal employee-management functions within the department, including performance evaluations, corrective action
and performance improvement plans, review and approval of timecards and time-off requests, overtime authorization, and
permanent schedule changes; coordinate hiring, and significant employee-relations matters with the Practice Administrator
as appropriate.
Hold separate monthly departmental meetings with the clinical team and the front office/PCC/call center team to address
operations, performance, communication, training, and practice priorities.
FRONT-END OPERATIONS & PATIENT ACCESS
Oversee PCC, front desk, and call center operations across RCSD locations, including scheduling, registration, check-
in/check-out, call handling, messages, referrals, and patient-access workflows within departmental scope.
Establish and reinforce standardized front-end workflows and service expectations to promote accurate scheduling, timely
communication, first-contact resolution when appropriate, and a consistent patient experience.
Monitor patient-access and service metrics established by RCSD, which may include scheduling efficiency, appointment
availability, no-shows and cancellations, call performance, patient feedback, registration accuracy, and front-end errors.
Identify recurring front-end workflow issues and implement corrective operational changes in collaboration with physicians,
the Practice Administrator, Revenue Cycle, Surgery Coordination, and other departments.
Coordinate with Billing and Revenue Cycle leadership to address eligibility, authorization, registration, documentation, or
scheduling issues that contribute to denials, delays, or patient-service concerns.
Serve as the management-level escalation point for significant front-end service disruptions, complex patient concerns and
complaints, employee escalations, and recurring access or service issues; ensure timely follow-up and appropriate
communication.
OPERATIONAL SYSTEMS & ADMINISTRATIVE OVERSIGHT
Maintain working knowledge of and management oversight for RCSD communication, patient-feedback, call-management,
patient-engagement, financial-access, and other operational platforms used by the department; review available reports,
calls, complaints, messages, and workflow data as needed to identify concerns and ensure appropriate follow-up.

Ensure physician requests, clinic needs, administrative assignments, and platform-based escalations are routed, prioritized,
completed, and communicated appropriately across the department.
CLINICAL OPERATIONS OVERSIGHT
Provide management oversight of clinical operations through the Clinic Supervisors while maintaining awareness of patient
flow, staffing, physician support needs, training, inventory, documentation, and operational performance across locations.
Hold Clinic Supervisors accountable for daily clinical operations, staff deployment, clinical onboarding and training, workflow
execution, medication inventory processes, billing accuracy follow-up, and timely escalation of concerns.
Partner with Clinic Supervisors to establish consistent clinical standards across locations without routinely assuming day-to-
day technician training or floor supervision responsibilities assigned to the Supervisor role.
Review significant staffing shortages, recurring workflow problems, patient-safety concerns, equipment issues, or operational
disruptions escalated by Clinic Supervisors and determine appropriate management action.
PHYSICIAN & CROSS-DEPARTMENT COLLABORATION
Meet with physicians individually as needed to review workflow, staffing, patient access, scheduling, service concerns, and
operational priorities; communicate follow-up and accountability to appropriate teams.
Collaborate with the Practice Administrator on departmental goals, staffing models, resource needs, policy implementation,
operational changes, and organizational priorities.
 Partner with Billing, Revenue Cycle, Surgery Coordination, Research, IT, Marketing, and other departments when patient-
facing operations intersect with their functions.
Participate in required physician meetings, leadership meetings, trainings, educational programs, and applicable business
dinner programs. Because this is a leadership position, participation in RCSD-sponsored organizational and social events is
encouraged when voluntary.
COMPLIANCE, QUALITY & PERFORMANCE
Maintain management accountability for adherence to RCSD policies, HIPAA, OSHA, safety requirements, documentation
standards, and other applicable operational and regulatory expectations.
Coordinate incident review, quality-assurance follow-up, and corrective operational action; escalate significant compliance,
employee-relations, legal, or risk concerns to the Practice Administrator.
Establish and monitor departmental goals and key performance indicators; identify trends, communicate expectations, and
implement improvement plans when performance falls below established standards.
Promote a culture of professionalism, accountability, collaboration, patient-centered service, and continuous improvement.
MINIMUM QUALIFICATIONS
Minimum 5 years of healthcare operations experience, preferably in ophthalmology, retina, or a multi-location medical
practice.
Minimum 2 years of supervisory or management experience overseeing clinical and/or administrative patient-facing teams.

 Demonstrated ability to manage performance, resolve conflict, lead change, and communicate effectively across multiple
departments and locations.
Strong knowledge of patient access, scheduling, front-end operations, clinical workflow, and healthcare service delivery.
Experience with electronic health record/practice management systems, call-management and patient communication
platforms, patient-feedback tools, and standard business technology; ability to learn and oversee multiple operational
systems.
Strong organizational, analytical, communication, and time-management skills with the ability to prioritize in a fast-paced
environment.
Reliable transportation and ability to travel to all RCSD locations as operationally required.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
Work is performed primarily in outpatient retina clinics and administrative work areas with frequent interaction with
physicians, staff, patients, and visitors.
Ability to remain in a stationary position and move throughout the clinic for periods necessary to perform the essential
functions of the position, with or without reasonable accommodation.
Ability to use computers, telephones, electronic health record systems, office equipment, and, when applicable to the role,
ophthalmic equipment and clinical supplies.
Ability to communicate and exchange accurate information with staff, physicians, patients, and leadership during routine and
time-sensitive situations.

Ability to travel between RCSD locations and to meetings, trainings, educational programs, or other authorized business
activities as required. Eligible business mileage and approved travel expenses are reimbursed in accordance with RCSD
policy and applicable law.
The employee may work in clinical environments with potential occupational exposure to blood, bodily fluids, medications,
and communicable illnesses; required infection-prevention procedures and personal protective equipment must be followed
when applicable.
ESSENTIAL FUNCTIONS & REASONABLE ACCOMMODATION
The responsibilities described in this job description identify the general nature and essential functions of the position and are
not intended to be an exhaustive list of every duty that may be assigned. Essential functions are determined based on the actual
requirements of the position and may be performed with or without reasonable accommodation. RCSD will provide reasonable
accommodation to qualified applicants and employees with disabilities as required by applicable law, unless doing so would
create an undue hardship. Additional duties may be assigned consistent with practice needs.