Front Desk Supervisor

VERNON J HARRIS EAST END COMMUNITY HEALTH CENTER • Richmond, VA

1d • Onsite

About The Position

Make a real impact with Capital Area Health Network (CAHN), a dynamic and growing FQHC located in the heart of Richmond, VA. We’re expanding our team and seeking talented, mission‑driven professionals who want to elevate community health. At CAHN, we innovate, we serve with purpose, and we are just better! Step into a role where your work creates lasting change. Compassion—We treat every person with dignity and fairness, embracing all and ensuring no one is alienated or discriminated against. Accountability—We safeguard the confidentiality of our patients and staff and are transparent in reporting to stakeholders and the community. Reverence—We answer a higher call to serve, uplift those in need, and create a community rooted in mutual respect and shared humanity. Excellence—We are committed to continuous learning and professional development to ensure the delivery of culturally responsive, high-quality care. Stewardship—We responsibly manage our resources to benefit both the organization and the community we serve. We offer comprehensive primary care, dental services, and behavioral health support to our patients, ensuring every individual receives the quality care they deserve, regardless of background or circumstance. Our mission is clear: To deliver effective, accessible, and culturally responsive care, education, and advocacy that promote health and quality of life. Discover a place where your work makes a difference. Discover Capital Area Health Network. JOB SUMMARY The Front Desk Supervisor at CAHN plays a vital role in overseeing the daily operations of the call center, ensuring that highquality, patient-centered service is delivered efficiently and in compliance with FQHC standards. This role supervises front desk staff responsible for scheduling appointments, handling patient inquiries, and providing general information about the health center’s services, programs, and policies. The supervisor ensures adherence to performance goals, provides coaching and training, and supports a culture of excellence in access to care.

Requirements

• High school diploma or equivalent required.
• To perform this job successfully, the employee must be able to perform each essential function, as well as meet the physical and mental requirements, satisfactorily.
• The requirements listed above are representative of the knowledge, skills, abilities, and other characteristics required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• This position carries a high risk of exposure to infectious agents, including HIV, hepatitis, and TB.
• The above duties and responsibilities are essential job functions, subject to reasonable accommodations.
• All job requirements listed indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job proficiently.
• Employees may be required to perform any other job-related instructions, as requested by their supervisor, subject to reasonable accommodation.

Nice To Haves

• Associate or bachelor’s degree in healthcare administration, business, or related field preferred.

Responsibilities

• Supervise and coordinate the daily activities of the front desk team, including call representatives, schedulers, and support staff
• Ensure all patient inquiries are answered promptly and professionally in alignment with organizational standards.
• Collaborate with clinical and administrative teams to streamline scheduling and referral workflows.
• Train new front desk staff and provide ongoing coaching, mentoring, and performance evaluations.
• Handle complex or escalated patient concerns and resolve issues with a focus on patient satisfaction and equitable care.
• Maintain knowledge of FQHC policies, sliding fee scale procedures, eligibility requirements, and HIPAA compliance.
• Work with leadership to develop new front desk protocols, scripts, and training materials that reflect culturally competent and trauma-informed care.
• Identify and recommend process improvements and participate in quality improvement initiatives.
• Prepare reports on team performance and present findings to management.

Benefits

• Health Coverage • Medical Insurance • Dental Insurance • Vision Insurance • Secondary Gap Insurance • Prescription Drug Plan • Supplemental Policies through Colonial Life Financial Security • Short-Term Disability • 401(k) Retirement Plan with up to 3% Company Match • Employer-Sponsored Short-Term Disability • Employer Paid Life and AD&D Work-Life Balance • Paid Time Off (PTO) Accrued as of Day 1 • Self-Care Floating Holidays • 8.5 Paid Holidays Additional Support • Employee Assistance Program (EAP) • Public Service Loan Forgiveness

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED