Front Office Manager

Responsible for creating and continuously maintaining an enabling environment where people can develop and grow while ensuring operational excellence across front‑office and functional business units.

• Ensure that performance management contracts are in place for the team.
• Conduct and document bi‑annual performance conversations.
• Identify high‑potential talent and facilitate development plans in collaboration with Human Resources.
• Develop and monitor a training plan to ensure continuous sharing of knowledge and skill.
• Monitor the quality of onboarding for new employees and confirm that probation periods are signed off.
• Maintain professional conduct and discipline within the team.
• Work closely with the recruitment team to recruit and select competent employees.
• Monitor employee scheduling of the department to ensure sufficient operational coverage.
• Ensure accurate updates on uploaded Physician schedules.
• Ensure effective use of Physician time through optimal scheduling.
• Book follow‑up appointments and inform patients accordingly.
• Monitor patient feedback via Press Ganey reports for trends in front‑office service delivery.
• Implement and support measures to increase patient participation rates in Press Ganey surveys.
• Ensure the overall appearance of the front‑office area aligns with NMC quality and safety standards.
• Accompany patients to units efficiently in the absence of supporting employees.
• Prepare and analyze outstanding and revenue reports.
• Accurately update the system with received payments.
• Generate age analysis reports and conduct daily follow‑up on outstanding amounts.
• Coordinate requests and approvals for payment arrangements and document accordingly.
• Handle challenging clients in a professional and respectful manner.
• Effectively implement policies and procedures.
• Monitor and manage the accuracy of patient admission dates.
• Clearly communicate expectations, ensuring roles and responsibilities are understood.
• Provide direction to direct reports by ensuring everyone understands the company strategy and operational clinical goals.
• Drive motivation and engagement by creating a trusting environment where staff can try new initiatives without fear.
• Treat people fairly and consistently.
• Instill and drive desired NMC culture by living the values and associated behaviours, setting appropriate behavioral standards.
• Consistently recognize the contribution and achievement of the team.
• Advocate for the team.
• Embrace diversity, listening without judgment to diverse and opposing viewpoints.
• Provide staff with opportunities to grow and develop through self‑learning encouragement.
• Initiate training and development initiatives.
• Deliver coaching and on‑the‑job training.
• Adapt leadership style to specific situations.
• Produce workable solutions that prove effective over time.
• Consider practical issues related to implementing preferred solutions.
• Demonstrate understanding of the interrelationships and interdependencies of information, patterns, and events within the function business unit and their role in the larger system.
• Continuously revise quality standards within and across departments in line with quality management principles.
• Monitor and maintain the quality of functional business unit systems, processes, resources, and outputs according to internal and external standards.
• Create processes to ensure work is completed systematically and methodically.
• Proactively identify and remove obstacles.
• Maintain high productivity levels by ensuring appropriate resources, systems, and processes are in place.
• Proactively drive results within the function business unit.
• Display high levels of self‑discipline and reliability to achieve work outcomes.
• Remain aware of own behaviour and its impact on job performance and working relationships.
• Maintain an accurate awareness of own strengths and weaknesses and work proactively on self‑development.
• Demonstrate an ability to share and understand the feelings, needs, concerns, and emotional states of others through professional empathy.
• Establish, build, and sustain effective and trusting working relationships.
• Maintain focus, professionalism, performance, and objectivity under pressure or demanding…