About Us
The OB-Gyn & Incontinence Center is an established, physician-owned women's health practice with offices in Arcadia and Glendale, led by a Yale- and Cleveland Clinic-trained, board-certified urogynecologist. For over 20 years we have provided gynecology, urogynecology, and pelvic reconstructive care to the San Gabriel Valley community.
We are now expanding into an integrative, concierge-style model that combines conventional gynecologic care with functional medicine, aesthetics, and holistic wellness services. This growth creates a rare opportunity for an experienced front office leader to build and run the patient access engine of a modern, multi-service practice — not just keep a desk running.
About the Role
This is a player-coach position. We are looking for someone who has personally mastered every front office workflow — scheduling, phones, check-in, eligibility, authorizations — and has real experience supervising others doing that work. You will spend part of your day hands-on at the front line and part of your day managing, auditing, and improving how the whole intake operation runs across both offices.
You are the gatekeeper of our schedule. Your core mission: the right patient, with the right provider, at the right location, at the right time — with nothing that forces a reschedule.
What You Will Own
Patient Intake & Scheduling Leadership
- Manage all workflows of patient intake end to end: new patient calls, referrals, registration, insurance capture, appointment booking, confirmations, and check-in.
- Direct scheduling across two locations, matching each patient to the correct provider and site based on visit type, provider scope, and our scheduling rules.
- Perform schedule leveling: balance appointment volume between our physician and mid-level providers (NPs) so every provider's template is appropriately full — no overloaded days, no empty gaps.
- Maintain practice visit-volume goals; monitor daily and weekly schedules against targets and fill open slots proactively from waitlists and recalls.
- Minimize reschedules, no-shows, and cancellations through disciplined confirmation workflows, follow-up reminders, and recall management.
- Oversee and optimize our AI-based scheduling system — monitor its bookings for accuracy, correct errors, refine its rules, and ensure it follows the same scheduling logic as the human team.
Front Office Gatekeeping & Revenue Protection
- Act as the front office gatekeeper: screen incoming appointment requests so that the patients coming in are appropriate for our providers, services, and accepted insurance plans.
- Verify insurance eligibility and benefits well in advance of every visit — never the day before.
- Obtain prior authorizations early so that no patient is rescheduled or turned away for a missing auth, and no visit goes unpaid for lack of one.
- Flag coverage problems to patients and management before they become day-of-service surprises.
Team Oversight & Quality
- Supervise, train, and coach front office staff at both locations on phones, scheduling, and intake standards.
- Monitor and review staff phone calls with patients for courtesy, accuracy, scheduling compliance, and conversion of inquiries into booked appointments; give feedback and retrain where needed.
- Serve as the escalation point for scheduling conflicts, difficult calls, and patient service issues.
- Step into any front office seat — phones, check-in, verification — whenever coverage requires it.
- Report intake, scheduling, and volume metrics to the Practice Administrator and recommend workflow improvements.
What We're Looking For
Required
- 5+ years of medical front office experience, including 2+ years in a lead, senior, or supervisory role in an outpatient/ambulatory practice.
- Demonstrated hands-on mastery of scheduling, multi-line phones, insurance eligibility verification, and prior authorizations — this is not an oversight-only role.
- Experience managing provider schedule templates and balancing volume across multiple providers and/or locations.
- Strong working knowledge of commercial insurance, Medicare, and HMO/PPO authorization requirements.
- Proficiency with EMR/practice management systems (eClinicalWorks a strong plus) and comfort adopting new technology, including AI-driven scheduling and communication tools.
- Excellent phone presence, judgment, and the ability to coach others to the same standard.
- Reliable transportation and willingness to work at both our Arcadia and Glendale offices.
Preferred (not required)
- Women's health experience (OB-GYN, urogynecology, or related specialty).
- Experience in a concierge, membership, cash-pay, or integrative/functional medicine setting.
- Bilingual (Spanish, Mandarin, or Armenian a plus for our patient community).
- Experience with call-quality monitoring or front office KPI dashboards.
Why Join Us
- Ground-floor leadership role in a practice that is actively expanding into concierge and integrative wellness services — your systems will shape how we grow.
- Work directly with the physician-owner and practice administrator; short decision loops, real authority over your domain.
- Stable, established practice (20+ years) with modern tools: cloud EMR, AI scheduling, digital patient communication.
Benefits
- 401(k) with employer match up to 4%
- Paid time off (after vesting period) and 5 paid holidays
- Paid sick leave per California law
- Professional growth opportunity as the practice expands services and locations
How to Apply
Apply through Indeed with your resume. In your application, briefly describe (1) the largest front office team you have led and (2) a specific example of how you reduced reschedules, no-shows, or authorization-related cancellations.
The OB-Gyn & Incontinence Center is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Paid time off
Experience:
- Medical front office: 5 years (Required)
- Lead front office: 2 years (Required)
- Medical scheduling: 5 years (Required)
- Medical Insurance verification: 5 years (Required)
- EMR: 5 years (Required)
Work Location: In person
