Front Desk Manager

Clarity Clinic • Evanston, IL

17d • Hybrid

About The Position

The Front Desk Manager is responsible for overseeing front desk operations, ensuring clinic readiness, optimizing provider flow, managing patient access, and monitoring financial controls. This role involves building and maintaining schedules, conducting readiness walkthroughs, optimizing provider schedules, managing phone queues, overseeing point-of-sale transactions, and coaching front desk staff. The manager will also be involved in training, supervision, and ensuring safety and compliance. This position requires strong organizational and communication skills, a patient-centered approach, and critical thinking abilities. Experience in a healthcare environment and proficiency with computer programs are essential.

Requirements

• Strong organizational skills
• Excellent written and verbal communication skills
• Compassionate, patient-centered approach
• Above-average critical thinking and problem-solving skills
• One year or more of experience in a healthcare environment
• Proficiency with basic computer programs, including Microsoft Office
• Customer service experience in a medical setting (preferred)
• Familiarity with outpatient therapy services (preferred)
• Demonstrated commitment to patient satisfaction
• Flexibility to work at various office locations as needed

Nice To Haves

• Customer service experience in a medical setting
• Familiarity with outpatient therapy services

Responsibilities

• Build, adjust, and maintain daily PCC schedules to ensure uninterrupted front desk and phone coverage.
• Proactively manage coverage risks and escalate staffing gaps to the Clinic Operations Manager with clear mitigation options.
• Reallocate PCC resources in real time based on patient volume, call queues, and operational demand.
• Conduct daily clinic readiness walkthroughs prior to first patient arrival or after last patient departure, ensuring rooms, devices, supplies, and shared spaces meet operational and safety standards.
• Enforce opening and closing procedures with an emphasis on accuracy and completeness.
• Identify recurring environmental or readiness issues and drive corrective process improvements.
• Review provider schedules daily to identify unfilled slots, double-booking risks, and workflow bottlenecks.
• Monitor provider utilization performance and escalate sustained underperformance to the Clinic Operations Manager.
• Actively manage phone coverage using RingCentral queue data to prevent call backlogs and patient dissatisfaction.
• Ensure patient calls are answered, routed, and resolved in accordance with service standards.
• Intervene directly in escalated or high-risk patient concerns to achieve same-day resolution when possible.
• Oversee daily POS batch reconciliation and weekly deposit execution, ensuring 100% accuracy and documentation.
• Monitor collection performance at the PCC and location level, driving accountability for missed opportunities.
• Identify training or compliance gaps related to payment processing and implement corrective actions.
• Audit PCC execution daily for check-in/check-out accuracy, insurance verification, portal management, and task routing.
• Provide real-time coaching, retraining, and documentation for performance issues.
• Lead weekly PCC huddles to reinforce priorities, performance expectations, and operational updates.
• Onboard and train new PCCs, ensuring training completion and competency are documented.
• Prepare structured, data-driven performance snapshots to support biweekly supervision with the Clinic Operations Manager.
• Track and resolve timecard exceptions during payroll cycles to ensure accuracy and compliance.
• Ensure all new front desk staff complete required safety tours and compliance activities.

Benefits

• Full Time Salaried Compensation: $55,000-$65,000, package commensurate to years of experience
• Full comprehensive benefits package including health, dental, vision, EAP services and more
• Monthly Wellness Reimbursement/Stipend to promote your self-care routine & well-being
• 401k match up to 4%
• Opportunities for growth and professional development
• 15 days of accrued PTO and up to 5 sick/wellness days

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed