Office Manager

Marshall Medical Group is seeking a highly organized, professional, and motivated Office Manager to lead the day-to-day operations of our Prospect, Norton Commons location.

The Office Manager is responsible for ensuring the location operates efficiently, consistently, and in alignment with Marshall Medical Group standards. This role serves as the primary operational leader of the office and works closely with providers, clinical staff, leadership, and other Marshall locations.

The ideal candidate is a strong communicator who takes ownership, follows through, leads by example, solves problems proactively, and creates an exceptional experience for both patients and team members

Key Responsibilities

Location Operations

• Oversee the daily operations of the Prospect location
• Ensure the office opens, operates, and closes according to Marshall Medical Group standards
• Maintain an organized, professional, and patient-ready environment
• Identify operational problems and resolve or escalate them promptly
• Ensure established policies, workflows, and standard operating procedures are consistently followed
• Communicate important operational changes and updates to the team
• Maintain accountability for assigned location tasks and deadlines

Team Leadership & Accountability

• Serve as the primary day-to-day leader for administrative staff at the location
• Provide clear expectations, direction, and support to team members
• Monitor attendance, punctuality, professionalism, and overall job performance
• Assist with onboarding and training new employees
• Ensure staff understand their roles and daily responsibilities
• Address performance concerns promptly and professionally
• Encourage teamwork and collaboration between administrative, clinical, and provider teams
• Participate in staff meetings, leadership meetings, and employee development discussions

Patient Experience

• Ensure every patient receives a professional, welcoming, and personalized experience
• Monitor patient flow and address delays or service concerns
• Handle patient complaints or concerns professionally and escalate when appropriate
• Ensure patient questions and messages receive timely follow-up
• Maintain high standards for communication, confidentiality, and professionalism
• Help create strong relationships between patients and the Marshall Medical Group team

Front Office & Scheduling

• Oversee front-desk operations and daily administrative workflow
• Ensure patients are properly checked in and checked out
• Monitor provider schedules for accuracy and efficiency
• Assist with scheduling, rescheduling, cancellations, and appointment coordination
• Ensure required fees and payments are collected according to company policy
• Monitor no-shows, cancellations, and scheduling opportunities
• Ensure demographic, insurance, membership, and patient information is accurately maintained
• Support staff during periods of high patient volume or staffing shortages

Membership Support

• Maintain awareness of the Prospect location's active membership roster
• Assist with new member onboarding and membership-related questions
• Support membership renewals and retention efforts
• Ensure patients understand the services and benefits available through their membership
• Identify patients approaching renewal and ensure appropriate follow-up occurs
• Collaborate with Member Services and leadership regarding membership concerns or opportunities
• Assist in creating an exceptional experience that encourages long-term membership retention

Phones & Communication

• Ensure Prospect phone calls are answered promptly and professionally
• Monitor location voicemails and ensure messages are addressed appropriately
• Ensure patient calls and messages are routed to the correct team member
• Monitor communication throughout the day to prevent unanswered or delayed patient requests
• Ensure staff use appropriate communication channels and maintain professionalism

Clinical & Provider Support

• Work closely with providers and clinical staff to maintain efficient patient flow
• Assist with administrative coordination related to labs, referrals, outside studies, records, and follow-up
• Ensure administrative and clinical teams communicate effectively
• Help resolve workflow issues that impact provider schedules or patient care
• Support providers with operational needs while maintaining established policies and procedures

Financial & Administrative Responsibilities

• Ensure payments, charges, and applicable patient fees are collected and documented appropriately
• Monitor for missed charges or unresolved patient balances
• Assist leadership with financial or operational reports as requested
• Monitor office supply needs and help maintain appropriate inventory
• Help control unnecessary expenses and use resources responsibly
• Follow company procedures related to purchasing, invoices, and office expenses

Compliance & Standards

• Maintain patient confidentiality and follow HIPAA requirements
• Ensure employees follow Marshall Medical Group policies and procedures
• Support compliance with applicable healthcare, employment, and safety standards
• Ensure required documentation and operational checklists are completed
• Maintain a clean, safe, organized, and professional workplace

Daily Office Manager Expectations

The Office Manager should have awareness of the location at all times, including:

• Provider and staffing schedule
• Patient volume
• Staffing gaps or call-outs
• Unanswered phone calls or voicemails
• Patient concerns
• Scheduling issues
• Membership concerns
• Outstanding tasks and follow-up items
• Office and clinical supply needs
• Problems affecting patient care or team efficiency

The Office Manager is expected to identify issues before they become larger problems and take ownership of finding a resolution.

Qualifications

• Previous medical office, healthcare administration, or office management experience strongly preferred
• Previous leadership or supervisory experience preferred
• Strong organizational and time-management skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and decision-making abilities
• Comfortable holding team members accountable while maintaining professionalism
• Proficient with electronic medical records, scheduling systems, email, and general office technology
• Ability to maintain confidentiality and exercise sound judgment
• Dependable, punctual, and professional
• Ability to work collaboratively with providers, clinical staff, leadership, and patients

Successful Office Manager Characteristics

The ideal Office Manager will be:

• Accountable – takes ownership and follows through
• Organized – maintains control of daily operations and priorities
• Proactive – identifies needs before being asked
• Professional – communicates calmly and appropriately
• Patient-focused – prioritizes an exceptional patient experience
• Detail-oriented – notices gaps and ensures tasks are completed correctly
• Adaptable – handles change and shifting priorities effectively
• Solution-oriented – brings solutions, not just problems
• Collaborative – works well with clinical and administrative teams
• Consistent – ensures Marshall standards are followed every day

Overall Accountability

The Office Manager is ultimately responsible for ensuring the Prospect location is organized, staffed, responsive, professional, and operating according to Marshall Medical Group standards each day.

The goal of this position is to create a location where patients receive exceptional care, providers are supported, staff understand their responsibilities, communication is clear, and operational issues are handled promptly and effectively.