Director of Front Desk Operations

UHS•Washington, DC

22d•Onsite

About The Position

The Director of Front Desk Operations provides strategic and operational leadership for patient access and front-desk services across 25 medical entry points at Capital Medical Group. The role leads two Senior Managers of Patient Access and establishes consistent, efficient, patient-centered practices across the organization while accommodating the distinct clinical and operational needs of specialty practices. The Director sets performance standards, develops operating procedures, evaluates staffing needs, and oversees registration, check-in, check-out, scheduling, insurance verification, referral coordination, and related patient-access functions. The position collaborates with clinical leadership, practice management, revenue cycle, human resources, information technology, compliance, and other departments to improve the patient experience and support operational and financial performance.

Requirements

Bachelor’s degree in healthcare administration, business administration, management, or a related field.
Seven years of progressively responsible experience in patient access, clinical front-desk operations, ambulatory practice management, revenue cycle, or healthcare operations.
At least five years of leadership experience, including managing managers or leaders responsible for multiple teams or locations.
Demonstrated experience standardizing operations across a complex, multi-site healthcare environment.
Strong knowledge of patient registration, insurance eligibility, scheduling, referrals, authorizations, cash-at-the-time-of-service collections, and front-end revenue-cycle processes.
Experience using an electronic health record and practice-management system (EPIC).
Ability to analyze performance data and develop measurable improvement plans.
Strong written, verbal, interpersonal, presentation, and conflict-resolution skills.

Nice To Haves

Master’s degree in healthcare administration, business administration, management, or a related field.
Experience overseeing patient-access operations across 20 or more entry points, practices, or departments.
Experience with Epic or a comparable electronic health record system.
Lean, Six Sigma, project-management, or patient-access certification.
Experience leading large-scale workflow redesign, system implementation, or organizational change.
Knowledge of ambulatory healthcare operations and revenue-cycle performance improvement.

Responsibilities

Provide strategic direction and operational oversight for front-desk and patient-access services across 25 medical entry points.
Lead, coach, and evaluate two Senior Managers of Patient Access, establishing clear responsibilities, goals, and performance expectations.
Develop a consistent operating model while recognizing the unique clinical and operational requirements of individual specialty practices.
Translate organizational priorities into measurable patient-access and front-desk objectives.
Promote accountability, collaboration, professionalism, and continuous improvement.
Serve as the primary leadership resource for complex or escalated front-desk operational matters.
Review staffing requests and make recommendations based on patient volume, workload, service expectations, and organizational priorities.
Develop succession plans and leadership-development opportunities for managers, supervisors, and team leads.
Ensure employee performance issues are addressed consistently, promptly, and in accordance with organizational policies.