About us: Southeastern Retina Associates (SERA), with 21 board-certified ophthalmologists specializing in the treatment and surgery for diseases of the retina, macula and vitreous, is one of the largest remaining physician-owned and independent retina practices in the country, and the most experienced retina team in East Tennessee. Since 1980, SERA has offered the most advanced surgical, injection and medical approaches to patients with all types of retinal conditions, including age-related macular degeneration (AMD), retinal detachment, diabetic retinopathy, macular diseases, retinal vascular diseases, ocular tumors, and ocular trauma. Our compassionate retina specialists combine cutting-edge science with a patient-centric philosophy to achieve the best possible outcomes.

POSITION SUMMARY

The Front Administrative Manager is responsible for the overall leadership, direction, and daily operations of the Front Desk, Call Center, Administrative Staff, Surgery Scheduling and Drug Inventory. This position ensures exceptional customer service, efficient patient scheduling, accurate patient registration, timely communication, and adherence to organizational policies and procedures. The Manager provides leadership, coaching, performance management, and operational oversight while fostering a positive, patient-centered culture that supports Southeastern Retina Associates' mission of providing exceptional patient care.

ESSENTIAL FUNCTIONS

Leadership & Staff Management

• Directly supervise employees.
• Recruit, interview, onboard, train, coach, and develop team members.
• Conduct performance evaluations and provide ongoing coaching and feedback.
• Address employee performance concerns through progressive discipline when appropriate.
• Develop staff schedules to ensure appropriate coverage across both departments.
• Approve time off requests while maintaining operational staffing levels.
• Conduct regular staff meetings and communicate organizational updates.
• Promote teamwork and collaboration between departments.
• Foster a culture of accountability, professionalism, and outstanding customer service. Operational Oversight
• Oversee patient check-in, check-out, scheduling, registration, and telephone operations.
• Ensure patient demographic, insurance, and referral information is accurate.
• Monitor appointment scheduling practices to maximize provider efficiency and patient access.
• Ensure referrals, records, chart preparation, deposits, and documentation are completed accurately and timely.
• Monitor call volumes, scheduling accuracy, patient flow, and service metrics.
• Identify workflow improvements and resolve operational issues. Customer Service
• Ensure patients receive professional, courteous, and compassionate service.
• Address and resolve patient complaints and service recovery opportunities.
• Coach staff on customer service expectations. Quality Assurance & Compliance
• Ensure compliance with HIPAA, organizational policies, and regulatory requirements.
• Audit registration, scheduling, insurance verification, referrals, and documentation.
• Maintain confidentiality of patient information. Administrative Responsibilities
• Monitor departmental productivity and key performance indicators.
• Prepare operational reports.
• Collaborate with the Pod Administrator on staffing and workflow improvements.
• Maintain department supplies and equipment.
• Provide operational support during staffing shortages.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

• Strong leadership, coaching, and conflict resolution skills.
• Knowledge of medical office operations and scheduling workflows.
• Excellent organizational, communication, and customer service skills.
• Proficiency with EMR/practice management systems and Microsoft Office.
• Ability to maintain HIPAA compliance and confidentiality.

EDUCATION

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EXPERIENCE

• Associate's degree preferred; Bachelor's degree in Healthcare Administration, Business Administration, or related field preferred.
• Minimum three (3) years of experience in a medical office or healthcare operations.
• Minimum two (2) years of supervisory or leadership experience preferred.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work is performed primarily in a medical office environment requiring prolonged sitting, standing, walking, bending, and occasional lifting of up to 30 pounds. Frequent use of computers, telephones, and office equipment is required. Regular interaction with patients, providers, staff, and the public is expected. This description provides only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as organizational needs evolve. It is not intended to be all-inclusive. Employees may be required to perform other reasonably related business duties as assigned.

Benefits:

401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person