PRO~PT Physical Therapy · 3 weeks ago
Director of Front Office Operations
Bakersfield, CA
Full-time
Hybrid
Lead/Staff, Director/Executive
3+ years expPRO~PT Physical Therapy is seeking a Director of Front Office Operations to lead the patient access experience across their clinic locations. This role is responsible for overseeing the centralized call center and scheduling operations, ensuring compliance and efficiency while enhancing patient satisfaction and staff performance.
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Hiring Manager
Rocky Cisneros PT, DPT, OCS
Responsibilities
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
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
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
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
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
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
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
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
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
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
Qualification
Required
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
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
Company
PRO~PT Physical Therapy
PRO~PT Physical Therapy is a physical therapist owned and operated private practice serving the community since 2001.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ronald Eynaud
Physical Therapist, Co-Founder, Chief Operating Officer,
Company data provided by crunchbase