Senior Manager of Front Desk Operations — Registration and Insurance Training

The Senior Manager oversees daily front-desk performance within assigned locations while establishing consistent training programs, competency assessments, reference materials, and quality-review practices across all 25 medical entry points and other company teams performing registration and insurance functions. This role partners with the Senior Manager of Front Desk Operations and Patient Experience, Revenue Cycle, practice leadership, Information Technology, Compliance, and organizational education teams to improve registration accuracy, reduce preventable denials, and support a coordinated patient experience.

Essential Responsibilities

• Develop and maintain a standardized registration and insurance training program for new and existing employees across the company.
• Establish role-specific learning pathways for front-desk representatives, schedulers, call-center employees, supervisors, and managers.
• Deliver instructor-led, virtual, hands-on, and scenario-based training appropriate to employee responsibilities.
• Create structured onboarding, refresher education, cross-training, and targeted retraining programs.
• Maintain an annual training calendar and coordinate participation with operational leaders to preserve patient-service coverage.
• Develop train-the-trainer resources and support designated site-based trainers or subject-matter experts.
• Update educational content in response to validated payer changes, system updates, audit findings, denial trends, and organizational policies.
• Maintain a centrally accessible, version-controlled collection of procedures, job aids, workflow guides, and reference materials.
• Evaluate whether training improves employee competency and operational outcomes, not solely course completion.
• Establish and teach consistent procedures for patient identification, demographic collection, account creation, and registration updates.
• Reinforce accurate entry of patient names, dates of birth, addresses, contact information, guarantor relationships, and other required fields.
• Train employees to search existing records appropriately and escalate potential duplicate records through approved workflows.
• Standardize collection and documentation of insurance information, required consents, and supporting documents.
• Develop training on insurance terminology, common plan types, payer identification, member and group numbers, subscriber relationships, and effective dates.
• Teach employees how to interpret eligibility responses and recognize when additional verification or escalation is required.
• Reinforce that eligibility verification does not guarantee coverage or payment.
• Train employees to distinguish active coverage from benefit limitations, network participation, referral requirements, and prior-authorization requirements.
• Provide education on coordination of benefits, primary and secondary coverage, and accurate insurance filing order using approved payer and organizational guidance.

Minimum Qualifications

• Bachelor’s degree in healthcare administration, business administration, education, or a related field, or an equivalent combination of relevant education and experience as permitted by organizational policy.
• Five years of progressively responsible experience in patient access, registration, insurance verification, front-end revenue cycle, or ambulatory operations.
• At least three years of leadership experience supervising employees, supervisors, or operational teams.
• Demonstrated experience developing and delivering registration or insurance training.
• Strong knowledge of insurance eligibility, benefits, coordination of benefits, payer identification, referrals, authorization workflows, and point-of-service financial processes.
• Experience with electronic health record and practice-management systems.
• Ability to develop training materials, assess competency, conduct audits, and evaluate performance data.
• Strong facilitation, coaching, communication, organizational, and problem-solving skills.

Preferred Qualifications

• Master’s degree in healthcare administration, business administration, education, or a related field.
• Experience managing front-desk operations across multiple ambulatory practices.
• Experience implementing company-wide training or competency programs.
• Experience with Epic registration and insurance workflows.
• Certified Healthcare Access Manager or another relevant patient-access, revenue-cycle, training, or process-improvement credential.
• Experience using learning-management systems and adult-learning methods.
• Demonstrated success reducing registration errors or preventable front-end denials.