Position Summary

The Office Manager is responsible for the overall daily operations, financial performance, regulatory compliance, and staff leadership of a specialty physician practice with approximately 20 employees. This position partners closely with the physician specialists to deliver efficient, high-quality, patient-centered care while ensuring smooth clinic flow, accurate billing and coding, effective management of high-cost injectable medications, and a positive, accountable work environment. The Office Manager serves as the primary liaison between physicians, staff, patients, vendors, and management.

Essential Duties and Responsibilities

Clinic Operations

Oversee daily clinic operations, including patient scheduling, check-in/check-out, patient flow, and provider templates to maximize efficiency and minimize wait times.
Coordinate injection clinic days, imaging workflows (OCT, fundus photography, fluorescein and ICG angiography), and in-office procedures.
Coordinate surgical scheduling with hospitals and ambulatory surgery centers, including pre-operative and post-operative appointment planning.
Develop, implement, and enforce standard operating procedures (SOPs) and office policies.
Manage ophthalmic equipment maintenance, service contracts, calibration, and vendor relationships to minimize downtime.
Oversee purchasing and inventory of clinical and office supplies within approved budgets.
Ensure the facility is clean, safe, and well maintained, and coordinate with building management as needed.

Staff Leadership and Human Resources

Directly supervise and lead a team of approximately 20 employees, including front desk/patient service representatives, ophthalmic technicians, imaging technicians, scribes, billing staff, and surgical coordinators.
Recruit, interview, hire, and onboard new staff in coordination with Human Resources as needed.
Develop staff schedules to ensure appropriate coverage for clinic sessions, injection days, and physician schedules.
Approve timecards, monitor overtime, and manage PTO requests and attendance in accordance with company policy.
Conduct 30-60-90 day reviews, annual performance evaluations, coaching, and corrective action as needed, in partnership with HR.
Provide and track ongoing training, cross-training, and competency validation for clinical and administrative staff.
Hold regular staff meetings to communicate updates, reinforce policies, and promote teamwork and professional conduct.

Financial and Revenue Cycle Management

Be familiar with key performance indicators (patient volume, collections, A/R days, no-show rates, and injection volume).
Oversee the revenue cycle, including insurance verification, prior authorizations, charge entry, claims submission, payment posting, denial management, and accounts receivable follow-up.
Ensure accurate coding and documentation of ophthalmology services, procedures, and injectable drugs (CPT, ICD-10, HCPCS/J-codes, and modifiers).
Manage buy-and-bill processes for high-cost anti-VEGF and other intravitreal medications, including drug ordering, reconciliation, and reimbursement tracking.
Coordinate patient assistance programs, copay foundations, and manufacturer support programs to reduce financial barriers for patients.
Review payer contracts, fee schedules, and reimbursement trends, and recommend improvements to maximize revenue.
Oversee daily cash reconciliation, deposits, and petty cash in accordance with financial controls.

Medication and Inventory Management

Maintain accurate inventory, lot tracking, and expiration monitoring for intravitreal injectable medications and related supplies.
Ensure proper medication storage, including refrigeration and temperature-log compliance.
Reconcile drug inventory against administered and billed units on a routine basis to prevent loss and revenue leakage.
Maintain relationships with specialty pharmacies, distributors, and pharmaceutical representatives.

Compliance and Risk Management

Ensure practice compliance with HIPAA, OSHA, CLIA (if applicable), Medicare/Medicaid regulations, and state and federal employment laws.
Maintain required licenses for physicians and the practice.
Oversee infection control practices, sterile technique standards, and safety protocols for injection and procedure areas.
Coordinate internal audits of documentation, coding, and implement corrective action plans.
Address patient incidents and complaints promptly and professionally, and document outcomes appropriately.
Maintain confidentiality of patient, employee, and business information at all times.

Patient Experience and Physician Support

Promote a courteous, compassionate, and patient-centered culture, with attention to the needs of elderly and visually impaired patients.
Monitor patient satisfaction, resolve escalated concerns, and implement service improvements.
Serve as the primary operational point of contact for retina specialists, supporting provider schedules, templates, and clinic needs.
Manage referral relationships and communication with referring optometrists and ophthalmologists.
Support EHR/practice management system use, reporting, and workflow optimization in coordination with IT.
Perform other duties as assigned.

Qualifications

Education and Experience

Required: Bachelor's degree in Healthcare Administration, Business Administration, or a related field, or an equivalent combination of education and experience.
Required: Minimum of 5 years of medical practice management or healthcare operations experience, including at least 3 years in a supervisory role.
Preferred: Experience in ophthalmology or retina specialty practice.
Preferred: Working knowledge of buy-and-bill processes for injectable medications and ophthalmic coding.
Preferred: Certified Ophthalmic Executive (COE), Certified Medical Manager (CMM), or Certified Medical Practice Executive (CMPE) credential.

Knowledge, Skills, and Abilities

Strong leadership, coaching, and conflict-resolution skills with the ability to build an accountable, collaborative team.
Solid understanding of medical billing, coding, prior authorizations, and insurance reimbursement, including Medicare and Medicare Advantage.
Proficiency with EHR and practice management systems, Microsoft Office (Word, Excel, Outlook, Teams), and payroll/timekeeping platforms such as ADP.
Knowledge of HIPAA, OSHA, and healthcare employment regulations.
Excellent verbal and written communication skills with physicians, staff, patients, and vendors.
Strong organizational, analytical, and problem-solving skills with high attention to detail.
Ability to manage multiple priorities in a fast-paced, high-volume specialty clinic environment.
Professional demeanor and commitment to confidentiality and ethical conduct.

Work Environment and Physical Requirements

Work is performed primarily in a medical office/clinic setting with exposure to patients, bodily fluids, and medications; appropriate PPE and safety protocols are required.
Ability to sit, stand, and walk for extended periods and move throughout the clinic.
Ability to lift and carry up to 25 pounds occasionally.
Regular use of computers, phones, and standard office equipment.
Flexibility to work extended hours, early mornings, or occasional evenings as clinic needs require; occasional local travel may be required.

Disclaimer

This job description is intended to describe the general nature and level of work performed by the employee in this position. It is not an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or remove duties and to assign other responsibilities as necessary. This job description does not constitute an employment contract, and employment remains at-will.

Physician Office Manager

About the Job

Kassouf Healthcare Solutions, LLC

Physician Office Manager

About the Job