Front Office Manager - Primary Care office

CNY Family Care, LLP•East Syracuse, NY

2d•$68,000 - $72,000•Onsite

About The Position

CNY Family Care's commitment to excellence sets us apart and guides us as we provide care for our community. We are a Primary Care practice and a Patient Centered Medical Home, who takes a team-based approach to medicine. The Front Office Manager is responsible for managing all front-end patient access operations, including front desk services and centralized scheduling. This role provides manager-level leadership, ensuring consistent access, staffing effectiveness, workflow standardization, and high-quality patient experience across all providers. The Manager translates access strategy into operational execution, oversees team performance, and drives continuous improvement aligned with organizational goals and MGMA benchmarking domains.

Requirements

High school diploma or general education degree (GED).
Prior management overseeing front desk and/or centralized scheduling teams in a medical practice.
Time management skills
Oral communication skills
Written communication skills
Professionalism
Demonstrated leadership skills
Problem solving and decision making skills
Data analysis skills
Performance management skills

Nice To Haves

Healthcare administration or related education preferred.

Responsibilities

Patient Access & Experience Management - Ensure a consistent, patient-centered front-end experience across all providers and visit types. Establish and maintain standardized workflows for patient check-in, scheduling, and call handling. Oversee resolution of escalated patient access or service concerns. This position is part of the leadership team to support patient experience and access improvement initiatives.
Centralized Scheduling & Access Operations - Manage centralized scheduling operations supporting all providers. Ensure scheduling practices align with approved provider templates, visit types, and access rules. Monitor access trends and identify opportunities to improve availability and responsiveness.
Front Desk Operations Management - Oversee front desk operations to ensure accurate registration, efficient patient flow, and professional service. Ensure appropriate staffing coverage and role clarity across front desk functions.
Staff Leadership & Performance Management -Directly manage front desk and centralized scheduling staff. Set clear performance expectations and conduct regular coaching and evaluations. Support recruitment, onboarding, training, and professional development. Address performance issues in alignment with HR policies and leadership expectations.
Staffing Models & Resource Planning - Develop staffing plans that align with provider schedules, clinic volume, and peak access periods. Adjust staffing proactively to meet changes in provider count or demand. Ensure cross-training and role flexibility to maintain operational resilience.
Standardization, Policies & Compliance - Implement and enforce standardized front-end policies and procedures. Ensure compliance with HIPAA and applicable regulatory requirements. Promote accurate front-end documentation to support downstream clinical and billing workflows.
Performance Monitoring & Continuous Improvement - Review front-end performance indicators related to access, staffing, and service quality. Identify operational variation across teams or providers and lead corrective actions based on data-informed decision-making.

Benefits

Health, dental and vision benefits available with coverage effective the first of the month following date of hire
Full complement of voluntary benefits
$1,000 annual employer HSA contribution for employees enrolled in CNYFC high deductible health plan
Free office visits with NP or PA employees who are patients of the practice and enrolled in CNYFC high deductible health plan
Waiver program for health benefits ($3,000 for full-time employees)
401K after six months with up to 7% combined employer match and annual discretionary profit-sharing contribution
Annual performance review, performance-based merit increase
Generous paid time-off that increases with years of service
8 paid holidays per year
Closed on major holidays
Free onsite parking
Free lunch daily