Front Desk Team Lead

ChenMed•Greenacres, FL

8d•$20 - $29•Onsite

About The Position

The Front Desk Supervisor, under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, organizes and directs front desk staff, coordinates activities and schedules, and ensures effective patient care services and quality standards. The role trains, guides, and supports Care Facilitators so they can meet front desk standards and have the resources to perform their duties. It leads front office center operations across quality, compliance, human resources, patient experience, and direct employee supervision. The position leads the patient experience from center entry to exit, building professional relationships with internal partners and external customers and providing solutions consistent with center guidelines. It is responsible for staff engagement and development, operational excellence, scheduling optimization, front desk service, regulatory and quality standards, and resolution of escalated patient concerns. The role may also cover Care Facilitator and other front desk duties as business needs require.

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 acuity.
Knowledge of general operations standards, functions, methods, techniques, practices, processes, and procedures.
Understanding of applicable regulatory standards and local, state, and federal laws, including where to find standards and interpretations.
Excellent critical reasoning, decision-making, and problem-solving skills to analyze situations, assess risks, prevent future issues, and resolve 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 (EMR) systems.
Proficiency operating phones, personal computers, software, and other basic IT systems.
Ability to communicate professionally and courteously with employees, patients, and others.
Proficiency in 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.
BLS for Healthcare Providers certification.

Responsibilities

Lead Care Facilitators and other front desk staff, including setting performance goals, developing talent, and implementing improvements.
Instill ChenMed values, build team engagement and culture, promote retention, set onboarding expectations, and coach team members through regular coaching and leadership rounding.
Execute the core model and Center Playbook procedures, promote operational excellence, and communicate patient-flow metrics and desired outcomes.
Maintain focus on patient retention and positive customer experience and remain accessible to team members and patients.
Follow enterprise scheduling templates and ensure all patients are assigned and scheduled.
Ensure Top 40 and risk score 70+ patients are scheduled at least bi-weekly.
Schedule IP/ER discharge follow-ups immediately and conduct daily follow-up.
Partner with the growth team to ensure THV-EE and CMAP scheduling is completed.
Ensure Care Facilitators have the resources and clearly defined priorities needed for daily success.
Contribute to hiring and selection of Care Facilitators and other front desk staff.
Support the front desk ambassador experience by helping patients in and out of vehicles, opening doors, checking on patients waiting longer than 10 minutes, providing updates, and engaging patients.
Keep Mary's Cafe accessible to patients and stocked.
Monitor performance and implement corrective action plans to ensure OSHA, clinical, and ChenMed quality standards are met.
Serve as the first point of contact for escalated patient issues, concerns, and disputes, and work toward resolution.
Support PCP scheduling by ensuring appropriate scheduling blocks, preventing double-, over-, or under-booking, and closing 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 release of medical records; routinely check the e-fax folder and ensure received documents are uploaded and indexed correctly.
Review phone messages for timely routing and follow-up, and ensure after-hours patient messages are recorded in the medical record and followed up by the appropriate discipline.
Troubleshoot dashboard, phone, and computer issues.
Order office and other supplies to keep the Center inventoried, stocked, and maintained.
Fill in for Care Facilitators during scheduled or unscheduled absences and cover front desk tasks according to business needs.
Support new patient paperwork, New Patient Welcome, and tours.
Perform other duties as assigned and modified at the manager's discretion.