Medical Front Desk Supervisor - Various Locations (Pinellas County)

ChenMed•Largo, FL

4d•$20 - $29•Onsite

About The Position

We are a rapidly expanding primary care provider that is changing lives every day for both our patients and our team members. We are looking for innovative and entrepreneurial-minded individuals with an exceptional work ethic and ambition. The Front Desk Supervisor, functioning under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, is responsible for organizing and directing the work of the front desk staff, coordinating staff activities and schedules to ensure effective patient care services are provided, and ensuring quality standards are met. This role involves training, guiding, and supporting Care Facilitators to ensure organizational front desk standards are met and that they have the tools and resources they need to effectively perform their duties. The supervisor leads front office center operations including quality, compliance, human resources, patient experience, and direct supervision of employees. A key aspect of this role is leading the VIP customer experience from center entry to exit, ensuring patients and their family members have a pleasant and memorable experience with every visit and interaction. Establishing and maintaining strong professional relationships with internal work partners and external customers, and through strict adherence of established center guidelines and standards, providing the best solutions and options for our patients in support of the overall center experience is crucial.

Requirements

High school diploma or GED equivalent required
Ability to lead and coach teams to drive positive outcomes and excellence
A minimum of 3 years’ work experience in a medical facility required
Strong business acumen and acuity
Good knowledge and understanding of general Operations standards, functions, methods, techniques, practices, processes and procedures
Understanding of regulatory standards, various local, state and federal laws that apply to the business and where to find information on standards and interpretations
Excellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and resolve recurring defects
Strong organizational skills and attention to details to handle multiple tasks, short deadlines, frequent interruptions, and shifting priorities in support of changing company objectives
Strong leadership, training, written and verbal communication, and interpersonal and presentation skills to drive results
Working knowledge of medical insurance and/or knowledge of electronic medical record EMR systems
Skilled in operating phones, personal computers, software and other basic IT systems
Ability to communicate with employees, patients and other individuals with a professional and courteous manner disposition
Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail 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

Leads a team of Care Facilitators and other front desk staff, including setting performance goals, developing talent, and implementing improvements.
Instills ChenMed values and behaviors, builds culture and strong engagement, and promotes team member retention.
Provides clear onboarding expectations and promotes team member development and retention through regular facilitated coaching and leadership rounding.
Consistently executes the core model and follows Center Playbook procedures, understanding the importance of adhering to core model execution.
Understands patient flow metrics and efficiencies and shares desired outcomes with front desk team members.
Maintains focus on patient retention and positive customer experience, being available to both team members and patients.
Ensures 100% of patients are assigned and scheduled according to enterprise scheduling templates, with specific targets for Top 40 and risk score 70+ patients, and immediate scheduling for IP/ER discharge follow-up.
Partners with the growth team to ensure THV-EE and CMAP scheduling is 100% completed.
Ensures care facilitators have the necessary resources and clearly defined priorities for daily success.
Serves as a primary contributor in hiring and selection of Care Facilitators and other front desk staff.
Acts as a Front Desk Ambassador by assisting patients in and out of vehicles, opening doors, checking on waiting patients, and engaging patients to enhance their overall experience.
Ensures Mary's Cafe is accessible and stocked.
Ensures OSHA, clinical, and quality standards of ChenMed are met by monitoring performance and implementing corrective action plans.
Serves as the first point of contact and resolution for escalated patient issues, concerns, and disputes.
Supports PCP scheduling by ensuring appropriate blocks are in place, preventing double/over/under booking, and attending to scheduling gaps.
Reviews ENS notifications and ensures patients receive follow-up from their Care Teams.
Examines medical release forms for accuracy and PCP sign-off, and ensures e-fax documents are correctly uploaded and indexed.
Reviews phone messages for proper and timely routing and follow-up, ensuring after-hours messages are recorded and followed up on.
Troubleshoots Dashboard, phone, and computer issues.
Orders office and other needed supplies to ensure the Center is properly inventoried, stocked, and maintained.
Fills in for Care Facilitator as needed for scheduled and unscheduled absences.
Covers various Front Desk tasks and duties in line with business needs.
Supports the patient VIP experience by assisting with new patient paperwork and supporting New Patient Welcome and Tours.
Performs other duties as assigned and modified at manager’s discretion.