Supervisor, Front Desk Team (Ashburn)

ChenMed•Chicago, IL

8d•$20 - $29•Onsite

About The Position

The Front Desk Supervisor organizes and directs front desk staff, coordinates staff activities and schedules, and ensures effective patient care services and quality standards. Under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, the supervisor trains, guides, and supports Care Facilitators so they can meet organizational front desk standards and have the resources needed to perform their duties. The role leads front office center operations, including quality, compliance, human resources, patient experience, and direct employee supervision. The supervisor leads the patient experience from center entry to exit, helping patients and their families have a pleasant and memorable visit. The role establishes professional relationships with internal work partners and external customers and follows center guidelines and standards to provide appropriate solutions and options in support of the overall center experience.

Requirements

High school diploma or GED equivalent.
At least 3 years of work experience in a medical facility.
Ability to lead and coach teams to drive positive outcomes and excellence.
Strong business acumen and understanding 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 relevant information and interpretations.
Excellent critical reasoning, decision-making, and problem-solving skills, including assessing risks, finding solutions, preventing future issues, and resolving recurring defects.
Strong organizational skills and attention to detail; ability to manage multiple tasks, short deadlines, frequent 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 systems.
Skill in operating phones, personal computers, software, and 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.
Spoken and written fluency in English.

Nice To Haves

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

Responsibilities

Lead Care Facilitators and other front desk staff, including setting performance goals, developing talent, and implementing improvements.
Instill company values, build team engagement, promote retention, set onboarding expectations, and coach team members through regular coaching and leadership rounding.
Execute the core operating model and Center Playbook procedures; communicate patient-flow metrics and desired outcomes to front desk staff.
Maintain focus on patient retention and a positive customer experience, remaining accessible to staff and patients.
Follow enterprise scheduling templates and ensure patients are assigned and scheduled; ensure specified high-risk and frequent-visit patients are scheduled at required intervals, discharge follow-ups are arranged promptly, and designated programs are scheduled.
Provide Care Facilitators with the resources and priorities needed for daily success.
Contribute to hiring and selection of Care Facilitators and other front desk staff.
Deliver front desk ambassador services, including helping patients in and out of vehicles, opening doors, checking on patients waiting more than 10 minutes, and keeping Mary's Cafe stocked and accessible.
Monitor compliance with OSHA, clinical, and quality standards 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 scheduling blocks, preventing overbooking or underbooking, and addressing scheduling gaps promptly.
Review ENS notifications and ensure patients receive follow-up from their Care Teams.
Check medical release forms for accuracy and PCP sign-off before releasing records; routinely check the e-fax folder and ensure received documents are uploaded and indexed correctly.
Review phone messages for appropriate and timely routing and follow-up; ensure after-hours patient messages are recorded in medical records and followed up by the appropriate discipline.
Troubleshoot dashboard, phone, and computer issues.
Order office and other supplies and ensure the center is inventoried, stocked, and maintained.
Fill in for Care Facilitators during scheduled or unscheduled absences and cover front desk tasks as business needs require.
Assist with new patient paperwork, New Patient Welcome, and tours to support the VIP patient experience.
Perform other duties as assigned and modified at the manager's discretion.