CSR Manager

Description

Requirements

The Minimum Qualifications 

• Bachelor’s degree in healthcare administration, business, or a related field or equivalent combination of education and experience 
• 5 years of experience in healthcare front office, patient access, or customer service operations 
• 3 years of progressive leadership experience managing supervisors and/or multi-site teams 
• Demonstrated knowledge of scheduling, registration, and front-door access workflows across healthcare settings 
• Experience using operational and access data (e.g., wait times, no-shows, staffing models) to drive performance improvement 
• Working knowledge of HIPAA, regulatory requirements, and healthcare compliance standards 
• Proven ability to lead cross-functional teams and support operations across multiple service lines (medical, dental, behavioral health) 

Your Essential Duties: 

People Leadership & Culture 

• Lead, coach, and develop front office supervisors and staff with an emphasis on professionalism and empathy. 
• Set clear behavioral and performance expectations aligned with Heritage Health values. 
• Build pride, engagement, and accountability within front office teams. 
• Maintains focus on customer service. 
• Creates an inviting experience for patients. 

Access, Flow & Provider Support 

• Own front-door access workflows including scheduling, check-in, and patient readiness. 
• Reduce avoidable provider disruptions caused by scheduling errors, registration defects, or late arrivals. 
• Partner with clinic leadership to align staffing and scripts with daily demand patterns. 

Operational Excellence & Process Improvement 

• Develop and maintain standard work for front office operations across service lines. 
• Use access, wait-time, and no-show data to drive improvement initiatives. 
• Lead PDSA cycles to improve registration accuracy, arrival flow, and patient communication. 
• Manages an organization wide staffing plan for CSR’s 

Cross-Service-Line Integration 

• Ensure front office operations support medical, dental, and behavioral health consistently. 
• Promote cross-training to improve flexibility and coverage. 
• Strengthen collaboration between front office, back office, and clinical teams. 

Compliance, Quality & Safety 

• Ensure compliance with HIPAA, organizational policies, and safety standards. 
• Reinforce Heritage Health’s culture of safety and confidentiality. 
• Support audits, quality initiatives, and regulatory readiness. 
• Regular and predictable attendance is an essential function of this position. 
• Performs miscellaneous job-related duties as assigned. 

Your Essential Leadership Duties 

• Fosters a person-centered environment and culture to meet the organization’s mission, vision, and values. 
• Accountable for fostering an environment and culture that focuses on fulfilling the organization’s mission, vision, and values through collaboration.  
• Leads and mentors direct reports so that they have the tools and resources needed to partner efficiently with each other, employees and community partners. 
• Practices effective communication with active listening, adaptability, empathy, and transparency. 
• Leads by an example of self-awareness and curiosity by proactively seeking feedback and modifying behavior accordingly. 
• Ensures every member of the team works to their fullest potential by driving engagement, accountability, setting goals, and providing direction. 
• Fosters a trust-based work environment as a leader by modeling dignity, respect, fairness, and confidentiality. 

Your Success Factors 

• Knowledge of healthcare front office operations, including scheduling, registration, and patient access workflows across service lines 
• Knowledge of HIPAA, regulatory compliance, and patient confidentiality standards 
• Skill in leading, coaching, and developing supervisors and frontline customer service teams 
• Skill in using operational and access data (e.g., wait times, no-shows, staffing plans) to drive performance improvement 
• Skill in process standardization, continuous improvement, and leading PDSA cycles 
• Ability to align front office operations with provider needs to reduce disruptions and improve patient flow 
• Ability to lead cross-functional collaboration and maintain a consistent, patient-centered experience organization-wide