Business Office Manager

Summary

The Office Manager oversees the daily operations of the Front Desk, Scheduling, Medical Records, and Referrals departments at Dermatology Associates of West Michigan. This role provides leadership to clerical staff, coordinates staffing and workflows, and supports a positive patient and employee experience. The Office Manager works closely with providers, practice leadership, and Human Resources to address operational needs, develop employees, and maintain effective communication across departments.

Essential Functions

1. Oversee daily clerical operations, ensuring departments are organized, appropriately staffed, and responsive to patient and practice needs.
2. Serve as a resource for staff questions, patient messages, and operational concerns requiring management guidance or approval; maintain accessible communication with in-office and remote employees.
3. Develop and maintain staff schedules based on patient volume, workload, and coverage needs; review time-off requests and adjust staffing as needed.
4. Evaluate departmental workflows, identify opportunities for improvement, and coordinate solutions that support efficient processes and collaboration across teams.
5. Lead department and team lead meetings to communicate updates, address barriers, review staffing needs, and establish consistent expectations.
6. Coordinate departmental onboarding and training schedules with Human Resources and department leads; conduct new hire check-ins and introductory performance evaluations.
7. Provide ongoing coaching and support, conduct annual performance reviews, establish employee goals, and discuss compensation changes in coordination with leadership and Human Resources.
8. Review and approve employee timesheets, verify hours and meal periods, reconcile approved time off, and coordinate resolution of discrepancies with Human Resources and payroll.
9. Review and address escalated patient complaints, billing disputes, and provider change requests in collaboration with the appropriate departments and providers.
10. Maintain the physician oversight calendar, balancing assignments and accounting for provider availability and established practice guidelines.
11. Partner with practice leadership to communicate and implement departmental procedures and practice expectations while supporting professional, consistent patient service.
12. Maintain patient and employee confidentiality and promote a respectful, accountable, and collaborative workplace.

Competencies

1. Staff leadership, coaching, performance management, and team development.
2. Understanding of medical office operations, patient scheduling, medical records, and referral workflows.
3. Sound judgment, problem-solving, and the ability to manage competing priorities.
4. Clear communication, patient service, conflict resolution, and collaboration with providers and staff.
5. Accuracy and proficiency with electronic medical records, practice management systems, and scheduling and timekeeping tools.
6. Ethical conduct, confidentiality, professionalism, and respect for others.

Supervisory Responsibility

This position supervises clerical staff and team leads in the Front Desk, Scheduling, Medical Records, and Referrals departments, including employees working in the office and remotely.

Work Environment

This job operates in a professional outpatient dermatology practice and involves regular interaction with patients, providers, and employees. The role uses standard office equipment and electronic systems to support daily operations.

Physical Demands

The role involves computer and telephone use, periods of sitting, and walking or standing to meet with staff and support office operations. Essential functions may be performed with or without reasonable accommodation.

Position Type/Expected Hours of Work

This is a full-time position. Typical office hours are Monday through Friday, 8:00 a.m. to 4:30 p.m. Schedule flexibility and occasional additional hours may be required to meet operational needs.

Required Education and Experience

Medical office experience required; degree in a related field preferred.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required for this job. Duties, responsibilities and activities may change at any time with or without notice.