Director of Front Office Operations

PRO-PT is a 100% privately owned and operated outpatient orthopedics physical therapy company. We are looking to hire a Director of Front Office Operations who will lead the end-to-end patient access and “first impression” experience across all clinic locations. This role is accountable for the performance of the central scheduling/call center team and for ensuring clinic front office operations are consistent, efficient, compliant, and patient-centered.

Success is defined by timely access to care, accurate scheduling and intake, reduced cancellations/no-shows, high patient satisfaction, strong staff performance, and retention—delivered through clear workflows, training, quality monitoring, and KPI-driven Improvement.

• 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.