Regional Administrator of Patient Access and Front Office Operations

Description

Position Summary

The Regional Administrator of Patient Access & Front Office Operations is responsible for providing strategic leadership, operational oversight, and performance management for all front office functions across HealthActions' Southwest outpatient physical therapy clinics. This position ensures a consistent, patient-centered experience while maximizing clinic productivity, clinician utilization, schedule optimization, and operational efficiency.

The Regional Administrator serves as the primary liaison between clinic front office teams and centralized patient access functions, including insurance verification and new patient registration. The role is responsible for establishing best practices, standardizing workflows, monitoring key performance indicators, developing staff, and ensuring that scheduling practices support patient access, provider productivity, Clinic success and organizational growth.

This Regional Administrator role is one of operational leadership whose primary mission is to ensure that every clinic schedule is optimized for patient access, clinician productivity, and financial performance while maintaining an exceptional patient experience. 

Leadership and Operational Management 

• Provide leadership and direction for all front office operations across southwest clinic locations. Currently southwest operations include 7 clinics, but this number is subject to change.      
• Conduct regular site visits to all clinics, assess operations, provide coaching, incorporate needed improvements, and ensure compliance with company standards.
• Develop and implement scheduling standards that maximize clinician productivity, optimize schedule utilization, and support excellent patient care and customer service. 
• Monitor clinic schedules and patient access metrics, proactively identifying and resolving scheduling inefficiencies, appointment gaps, cancellations, and barriers to care. 
• Collaborate with Clinic Mangers and regional leadership to align patient scheduling practices with   staffing resources, productivity expectations, and operational goals, identifying and removing barriers to clinic profitability. 
• Analyze patient flow trends and implement strategies to improve appointment availability, patient retention, and overall access to care. 
• Oversee waitlist management, appointment confirmation processes, cancellation recovery efforts, time of service collections and other initiatives designed to improve schedule performance. 
• Partner with centralized insurance verification, authorization, and patient registration teams to ensure a seamless patient onboarding experience. 
• · Partner with Physician and Community Liaisons, providing statistics and identifying referral needs per clinic location. Develop action plans to address operational challenges and performance gaps.
• · Utilize data analytics and reporting to drive continuous improvement initiatives.
• · Train, develop, and retain high-performing front office personnel.
• · Provide coaching and performance feedback to clinic administrative leaders.
• · Develop and implement training programs that enhance customer service, scheduling efficiency, communication skills, and operational excellence.
• · Monitor patient feedback and satisfaction metrics and implement improvement strategies as needed.
• · Resolve escalated patient concerns in a timely and professional manner.
• · Ensure front office operations comply with company policies, payer requirements, HIPAA regulations, and applicable federal and state regulations.

Productivity and Performance Management

• Monitor and ensure key  performance targets are achieved;  including:
  • Schedule utilization and  optimization
  • Front office staffing efficiency
  • New patient conversion rates
  • New Patient appts 24-48 hours
  • Cancellation and no-show rates
  • Time of Service Collections 
  • Patient satisfaction metrics
  • Referral management performance

Requirements

• Bachelor's degree in Healthcare Administration, Business Administration, Management, or related field      preferred.
• Equivalent combination of  education and experience may be considered.
• Multi-site healthcare operations  leadership experience strongly preferred.
• Experience in outpatient  rehabilitation, physical therapy, healthcare administration, or ambulatory care settings preferred.
• Demonstrated success managing teams, improving operational performance, and implementing process improvements.

Knowledge, Skills, and Abilities

• Strong understanding of patient  access, scheduling operations, and healthcare workflows.
• Exceptional leadership, communication, and interpersonal skills.
• Ability to travel regularly among  clinic locations.
• Ability to analyze operational  data and translate findings into actionable improvements.
• Strong organizational and project management abilities.
• Proficiency with electronic  medical records, scheduling systems, and reporting tools.