Office Manager - Front Office

OneLife Health & Performance welcomes you to our dynamic team of dedicated people striving toward a common mission and goal of excellence, both personally and professionally. We pride ourselves on quality, education, innovation, and creating a strong team of individuals who work collectively to meet the high standards of OneLife.We want to make sure every team member is set up to win right from the start. That is why we create clear job descriptions, expectations, goals, and accountability standards. This ensures clarity, ownership, and a focused vision as we work together to deliver extraordinary service to our patients and continue growing OneLife into a nationally recognized leader in precision health and longevity, including primary and concierge care, regenerative and aesthetic medicine.POSITION SUMMARYThe Office Manager – Front Office is the department head for OneLife’s front office and reports to the Office Managers. This role manages the front office and reception team, owns the provider schedule and clinic utilization, and sets the service standard for every patient interaction from first contact through check-out.This is a senior hospitality leadership role within a physician-led medical practice. The right candidate has run a front office or guest services operation at a luxury level, manages through people, systems, and data, and is trusted to make decisions without close oversight. The Office Manager – Front Office works closely with the Office Managers, the patient care team, providers, and marketing to improve how the clinic runs, support membership growth and patient retention, and prepare the front office to scale with the practice.POSITION REQUIREMENTS5 or more years of front office, guest services, or patient experience leadership, including at least 3 years managing a team, in luxury hospitality, concierge or cash-pay medicine, medical aesthetics, or high-end wellnessProven record of hiring, developing, and retaining a high-performing team and holding it to a consistent service standardDemonstrated ownership of scheduling, capacity, or utilization for a multi-provider or multi-resource operation, with measurable resultsComfort working with data: tracking KPIs, building simple reports, and using results to make operational decisionsExperience building SOPs, training programs, and service standards from the ground upMembership, cash-pay, or premium service sales experience; able to explain services, memberships, and pricing to patients clearly and confidentlyStrong working knowledge of EMR and scheduling systems, patient communication platforms, and payment processing; Symplast experience a plusPolished, warm, and professional presence with high emotional intelligence, sound judgment, and composure under pressureAvailability for Saturday coverage as clinic hours expand, and flexibility for early, late, and event hours as neededBachelor’s degree in hospitality, business, or a related field preferredLocal to the Palm Beach area and able to work on siteCORE RESPONSIBILITIESLead the front office as its department head, owning its standards, staffing, performance, and resultsOwn the patient experience at every front-of-house touchpoint: first call, arrival, check-in, wait, check-out, and follow-up bookingHire, train, coach, and evaluate the front office team, and hold regular department meetings and one-on-one check-insMake day-to-day operating decisions for the front office and resolve patient concerns directly, routing clinical or care questions to the right team memberPartner with the patient care team, providers, medical assistants, and aesthetics so handoffs between the front office and care teams are seamlessParticipate in management meetings, report on front office performance, and recommend operational improvements to the Office ManagersKeep the reception area and front-of-house spaces guest-ready and consistent with OneLife brand standardsSCHEDULING & CLINIC UTILIZATION

• Own the provider schedule and its structure: appointment types and lengths, templates, confirmations, waitlists, and same-day changes
• Maximize provider chair time and room utilization, fill cancellations and open slots quickly, and recommend template changes based on demand
• Build front office staff schedules that cover all clinic hours, including Saturdays as they are added, peak times, and planned time off
• Keep patient flow on time and wait times to a minimum throughout the day
• Ensure follow-up visits, labs, and next appointments are booked at check-out so every patient leaves with a next step
• Enforce OneLife’s continuity of care rule: once a patient is established with a provider, the front office does not move them to another provider; requests to switch go to management
• Work with the Revenue Manager on schedule audits and correct any issues foundMEMBERSHIPS, PRICING & SPECIALSEnsure the front office team knows OneLife’s diagnostic evaluations, memberships, and services well enough to guide patients to the right optionApply member and non-member pricing correctly, and direct patients to the evaluation that best fits the tests and services they are requestingLead membership conversations at the front office and support enrollment, renewals, and account questions alongside the patient care teamPlan in-office specials, events, and promotions with marketing, brief the team on details, eligibility, and dates, and ensure every offer follows OneLife’s pricing policyTrack results of specials, promotions, and front office membership activity and report them to the Office ManagersEnsure accurate payments, invoicing, and end-of-day reconciliationSYSTEMS & STANDARDSBuild and maintain front office SOPs, scripts, and checklists, and keep training content current in TrainualEnsure OneLife’s EMR, patient communication, and membership systems (currently Symplast, Weave, and Hint) are used accurately and completelySet response standards for phones, messages, and inbound requests and monitor performance against themMaintain HIPAA compliance and patient privacy at the front office at all timesPERFORMANCE METRICSProvider and room utilizationSchedule accuracy and same-day fill rate for cancellationsPatient wait times, on-time flow, and call response timesFollow-up booking rate at check-outMembership conversations and enrollments supported at the front officePayment and end-of-day reconciliation accuracyPatient satisfaction and feedbackFront office team performance, training completion, and retentionDEFINITION OF SUCCESSThe front office runs as a well-managed department. Every patient is greeted warmly and leaves with their next visit booked, the schedule is full and balanced, and the team is trained and accountable. The Office Managers receive clear reporting, and the front office is a dependable source of membership growth and patient retention.