Office Manager in Rochester, New York at Trillium Health Inc.

Department: Clinic
Position Type: Full-Time
FLSA: Exempt

Job Summary:

Join us and be a part of Trillium—a mission driven team committed to expanding access to high quality, compassionate care for everyone we serve. The Office Manager oversees the day‑to‑day operations, staff supervision, and overall administrative management of a multi‑specialty medical clinic. This role ensures efficient clinic operations through strong leadership, data‑informed decision‑making, and cross‑functional collaboration—all while maintaining high‑quality patient care, regulatory compliance, and a positive work environment.

In this position, the Office Manager utilizes Epic electronic health record reporting and management dashboards to monitor productivity, access, quality, and staff performance. The role works closely with providers, clinical staff, peer managers, and administrative leadership to support the mission and goals of the organization.

Duties/Responsibilities:

1. Operational Management

• Oversee daily clinic operations and ensure efficient patient flow.
• Monitor scheduling, appointment availability, provider utilization, and access standards using Epic dashboards.
• Coordinate staffing schedules and manage PTO to ensure adequate coverage, including paid time off management
• Ensure compliance with state and federal regulations related to clinic operations (HIPAA, PCMH, FQHC)
• Utilize Epic Management Dashboards to:
• Track clinic and staff productivity metrics
• Monitor no-show rates, late arrivals, visit volume, and throughput
• Identify trends, gaps, and opportunities for operational improvement
• Support data-driven staffing and scheduling decisions
• Partner with leadership to implement workflow improvements based on operational and productivity data

2. Leadership and Supervision

• Supervise front office and clinic support staff
• Hire, onboard, train, evaluate, and manage staff performance, addressing performance concerns in a timely and supportive manner
• Use Epic data and productivity metrics to support performance coaching, recognition, and corrective action as appropriate
• Promote a collaborative, team-oriented environment that enhances communication, accountability, and patient care
• Hold regular staff and provider meetings to review operations, performance metrics, and improvement initiatives
• Conduct regular one-on-one meetings with staff to:

• Review role expectations and productivity benchmarks
• Identify training needs and development opportunities
• Reinforce organizational values and performance standards
• Collaborate with other Office Managers, Supervisors, and Clinical Leaders to:
• Share best practices and standardize workflows
• Align expectations across sites
• Support consistent staff training and performance management

3. Patient Experience

• Promote a patient-centered environment that supports access, quality, and high patient satisfaction
• Partner with the Patient Experience Coordinator to investigate, resolve, and prevent patient concerns
• Collaborate with medical and operational staff to support quality improvement initiatives and service delivery outcomes
• Use Epic and patient experience data to identify trends impacting access, wait times, and continuity of care

4. Administrative Oversight

• Oversee supply inventory and equipment maintenance in collaboration with clinical staff
• Coordinate IT, Epic access, and equipment need to support clinic operations
• Support staff training related to Epic workflows, documentation standards, and operational best practices
• Collaborate with leadership to support the integration of new providers, services, and specialties
• Ensure staff adherence to policies, procedures, and documentation standards.

Required Skills/Abilities:

• Strong understanding of clinic operations, including scheduling, access, productivity, and regulatory compliance
• Ability to analyze data and translate insights into operational action
• Excellent communication, problem-solving, and organizational skills

Education and Experience:

• Associate’s or Bachelor’s degree in healthcare administration, business, or a related field preferred
• Minimum of 5 years of healthcare management experience, preferably in a multi-specialty clinic or medical office setting
• Demonstrated experience supervising clinical and administrative staff

Physical Requirements:

While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear.  Occasionally the employee must stoop, bend and lift or move up to 25 lbs.  Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.