Front Office Training Manager

Role overview

Training and staff development

• Lead selection, onboarding, and induction of Front Office and Patient Relations employees.
• Develop and deliver training on hospital operations, patient experience, and customer service.
• Train teams on outpatient clinic workflows, registration, appointment management, insurance, check-in/check-out, billing, and payment collection.
• Train staff on bill closure, payments, credit notes, refunds, and escalation of billing discrepancies.
• Deliver training in communication, empathy, service recovery, complaint handling, and patient engagement.
• Provide refresher training and continuing development based on operational and patient-experience needs.

Assessment and quality

• Establish competency standards and assess staff through knowledge checks, observation, simulations, quality audits, and post-training evaluation.
• Maintain complete, auditable training records and monitor training effectiveness using feedback, audits, complaints, and KPIs.
• Conduct front-office and operations audits, identify gaps, drive corrective actions, and retrain as needed.
• Generate reports and maintain SOPs, training manuals, competency checklists, and training matrices.
• Lead training readiness for new clinics, services, systems, and operational workflows.

Cross-functional coordination

• Work with Clinic Managers, Patient Experience, Finance/RCM, HR, Nursing, and Operations to ensure consistent Front Office standards.

Qualifications and experience

• Bachelor’s degree in Healthcare Administration, Business Administration, Hospitality Management, Education/Training, or a related discipline.
• Experience in hospital Front Office, Patient Relations, Patient Experience, or healthcare operations.
• Preferably five years of experience, including two years supervising staff and one year as an Educator.
• Experience in competency assessment, quality auditing, workflow standardization, service improvement, and implementing systems or operational processes.

Knowledge and skills

• Strong knowledge of adult learning, competency assessment, training-needs analysis, instructional design, coaching, and training-effectiveness measurement.
• Proficiency in hospital information systems, learning management systems, Microsoft Office, reporting tools, and training materials and dashboards.
• Strong knowledge of outpatient workflows, registration, billing, and patient-journey processes.
• Excellent communication, interpersonal, presentation, and organizational skills; able to work across departments and locations.
• Customer-service mindset, commitment to patient-centered care, and ability to translate operational gaps into practical training solutions.

Preferred certification

• Professional certification in Training and Development, Adult Learning, Customer Experience, or a related field is preferred.