Front Desk Supervisor

ChenMed•Orlando, FL

1d•$20 - $29•Onsite

About The Position

The Front Desk Supervisor organizes and directs front desk staff, coordinates their activities and schedules, and ensures effective patient care services and quality standards. Under the guidance of the Center Operations Director and/or Clinical Dyad leader, the supervisor trains and supports Care Facilitators, leads front office operations, and directly supervises employees. Responsibilities span quality, compliance, human resources, patient experience, and day-to-day center operations. The supervisor leads the patient experience from arrival through departure, maintains professional relationships with internal partners and external customers, and applies center guidelines to support patients and their families.

Requirements

High school diploma or GED equivalent required.
At least 3 years of work experience in a medical facility required.
Ability to lead and coach teams to drive positive outcomes and excellence.
Strong business acumen and acuity.
Knowledge of general operations standards, functions, methods, techniques, practices, processes, and procedures.
Understanding of applicable regulatory standards and local, state, and federal laws, and how to locate standards and interpretations.
Strong critical reasoning, decision-making, and problem-solving skills, including analyzing situations, assessing risks, preventing future issues, and resolving recurring defects.
Strong organizational skills and attention to detail; ability to manage multiple tasks, short deadlines, interruptions, and shifting priorities.
Strong leadership, training, written and verbal communication, interpersonal, and presentation skills.
Working knowledge of medical insurance and/or electronic medical record (EMR) systems.
Ability to operate phones, personal computers, software, and other basic IT systems.
Professional and courteous communication with employees, patients, and others.
Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, and other word-processing, spreadsheet, database, email, and presentation software.
Ability and willingness to travel locally, regionally, and nationwide up to 10% of the time.
Fluency in spoken and written English.

Nice To Haves

Some college coursework preferred.
BLS for Healthcare Providers certification desired.

Responsibilities

Lead and supervise Care Facilitators and other front desk staff, including setting performance goals, developing talent, and implementing improvements.
Instill ChenMed values, build team engagement and culture, support retention, set onboarding expectations, and provide regular coaching and leadership rounding.
Execute the core operating model and Center Playbook procedures; promote operational excellence and explain patient-flow metrics and desired outcomes to front desk staff.
Optimize scheduling by following enterprise templates, ensuring patients are assigned and scheduled, coordinating follow-ups, and partnering with the growth team on required scheduling.
Ensure front desk staff have the resources and clear priorities needed to perform their work successfully.
Contribute to hiring and selection of Care Facilitators and other front desk staff.
Provide a welcoming patient experience, including assisting patients in and out of vehicles, opening doors, checking on patients waiting more than 10 minutes, and supporting patient engagement.
Keep Mary's Cafe accessible to patients and stocked.
Monitor performance to ensure OSHA, clinical, and quality standards are met, and implement corrective action plans when needed.
Serve as the first point of contact for resolving escalated patient issues, concerns, and disputes.
Support PCP scheduling by maintaining appropriate blocks, preventing double-, over-, or under-booking, and addressing scheduling gaps promptly.
Review ENS notifications and ensure patients receive follow-up from their Care Teams.
Review medical release forms for accuracy and PCP sign-off; routinely check the e-fax folder and ensure documents are uploaded and indexed correctly.
Review phone messages for appropriate and timely routing and follow-up, including recording after-hours messages in the patient’s medical record and ensuring appropriate follow-up.
Troubleshoot dashboard, phone, and computer issues.
Order supplies and ensure the center is properly inventoried, stocked, and maintained.
Fill in for Care Facilitators and cover front desk tasks as business needs require.
Support the patient experience by assisting with new-patient paperwork and New Patient Welcome and Tours.
Perform other duties as assigned and modified at the manager’s discretion.