Vice President, Front Office Operations
As a strategic partner to Clinical Operations, this position bridges the gap between clinical excellence and operational scalability. This role will lead, mentor, and develop front office teams while driving growth, access to care, and patient satisfaction across TPG. This role is ideal for a Physical Therapist or experienced healthcare leader seeking to expand their influence, grow their leadership skillset, and build systems that enable clinicians to focus on what matters most—patient outcomes. Responsibilities:
Clinical Aligned Patient Access & Experience
- Design and continuously improve front office workflows that support timely access to care, seamless handoffs, and a consistently exceptional patient experience.
- Optimize referral intake and scheduling processes to reduce barriers to care, decrease wait times, minimize no-shows, and ensure providers maintain full, efficient schedules.
- Ensure the patient experience reflects clinical excellence from the first interaction through the start of treatment.
- Analyze patient experience data to identify trends and implement improvements that directly support clinical outcomes and retention.
- Build and scale best-in-class onboarding and training programs for Patient Care Coordinators (PCCs), grounded in a strong understanding of clinical operations.
- Develop, maintain, and evolve clear, effective SOPs that align front office workflows with clinical and operational goals.
- Lead and mentor the Regional Front Office Manager and PCC teams, fostering a culture of professionalism, accountability, appreciation, and continuous improvement.
- Translate clinical priorities into front office behaviors, expectations, and performance standards.
- Drive patient access and growth by ensuring referrals are converted efficiently, and treatment begins without unnecessary delays.
- Lead point-of-service collection strategies (co-pays, co-insurance, deductibles, outstanding balances) in a patient-centered, compliant manner.
- Connect training and workflow improvements to measurable outcomes, including access to care, patient satisfaction, provider utilization, and financial performance.
- Maintain cost-effective staffing models that support growth while preserving the patient experience and staff engagement.
- Serve as a key liaison between Clinical Operations, Revenue Cycle Management, and Operations to ensure front office decisions support enterprise-wide objectives.
- Partner with newly acquired or affiliated practices to understand existing clinical and administrative workflows and guide successful integration into the TPG platform.
- Proactively identify operational risks that may impact clinical care, compliance, or growth, and communicate solutions with urgency and clarity.
- Ensure front office operations remain compliant with state and federal regulations, including HIPAA.
- Leverage EMR systems, IVR platforms, telephony, AI, and reporting tools to improve patient access, communication, and operational visibility.
- Use data and dashboards to inform decision-making, measure performance, and guide continuous improvement initiatives.
- Perform other duties assigned by management.
- Bachelor’s degree required, Master’s degree preferred
- Preference for candidates with a Physical Therapy degree or clinical background.
- 5+ years of progressive leadership or management experience in a healthcare, physical therapy, or clinical operations environment required.
- Strong clinical insight with the ability to translate patient care priorities into scalable operational systems.
- Proven leadership and mentoring skills with a passion for developing high-performing teams.
- Exceptional communication skills, able to clearly convey complex operational and clinical concepts across disciplines.
- Strategic, growth-oriented mindset with strong problem-solving and critical-thinking abilities.
- Strong Project Management Skills
- High emotional intelligence and the ability to navigate change, complexity, and cross-departmental collaboration.
- Excellent organizational and time-management skills with the ability to manage multiple priorities.
- Commitment to confidentiality, ethical leadership, and regulatory compliance.
- Proficiency in Microsoft Office, virtual collaboration tools, and healthcare technology platforms.
- Advanced experience with EMR systems and operational reporting or data visualization tools.
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