Front Office Manager

Role overview

Front office operations

• Manage patient-facing front office operations and ensure professional, respectful handling of challenging clients.
• Monitor physician schedules; optimise appointments and ensure follow-up appointments are booked and patients informed.
• Maintain accurate patient admission dates and accompany patients to units when supporting employees are absent.
• Ensure the front office appearance meets quality and safety standards.

Team leadership

• Set clear roles, expectations, objectives, and operational plans; coordinate timelines, priorities, and resources.
• Manage performance conversations, recruitment, onboarding, training, coaching, and staff development.
• Monitor staff schedules for sufficient coverage and maintain team discipline, engagement, and professional conduct.
• Promote a trusting, fair, inclusive workplace and recognise team contributions.

Service quality and reporting

• Monitor patient feedback reports, encourage survey participation, address concerns, and drive patient experience improvements.
• Prepare and analyse revenue and outstanding-payment reports; update payment records, follow up on balances, and coordinate payment arrangements.
• Improve service processes and maintain quality in line with internal and external standards.

Requirements

• Bachelor’s degree in any discipline or a related field.
• At least five years’ experience in a healthcare environment.
• At least three years’ experience in a management or supervisory position.
• A master’s degree is an advantage.

Standards and conduct

• Adhere to NMC regulations and policies, including infection control, patient safety, and JCI requirements.
• Support continuous quality improvement and participate in quality assurance activities.
• Maintain patient and staff confidentiality.

Schedule

• Follow the supervisor-assigned duty schedule, which may include different shift timings according to departmental needs.