Medical Front Desk Supervisor

ChenMed • Fayetteville, AR

18h • $20 - $29 • Onsite

About The Position

The Front Desk Supervisor organizes and directs front desk staff, coordinates activities and schedules to support effective patient care, and ensures quality standards are met. Working under the 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 to do their jobs effectively.

The role leads front office center operations across quality, compliance, human resources, patient experience, and direct employee supervision. It is responsible for delivering a VIP patient experience from arrival through departure, maintaining strong relationships with internal partners and external customers, and following center guidelines to support patients and the overall center experience.

The supervisor leads engagement, development, operational excellence, and scheduling optimization. Responsibilities include coaching and developing team members, implementing scheduling procedures, supporting patient retention and flow, monitoring compliance and quality, resolving escalated patient concerns, and managing front desk workflows and resources. The position may fill in for Care Facilitators and cover 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 achieve 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, including how to locate information about standards and interpretations.
• Strong critical reasoning, decision-making, and problem-solving skills to assess situations and risks, find solutions, prevent future issues, and resolve recurring defects.
• Strong organizational skills and attention to detail; ability to handle 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.
• Skill in using 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 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 when needed.
• Instill ChenMed values, build team engagement, promote retention, and provide clear onboarding expectations.
• Conduct regular facilitated coaching and leadership rounding with front desk team members.
• Execute the core model and Center Playbook procedures, and promote operational excellence and scheduling optimization.
• Communicate patient-flow metrics and desired outcomes to front desk team members; support patient retention and a positive customer experience.
• Follow enterprise scheduling templates and ensure patients are assigned and scheduled, including required follow-up scheduling for high-priority patients and IP/ER discharges.
• Partner with the growth team to complete THV-EE and CMAP scheduling, and ensure Care Facilitators have resources and clear priorities.
• Contribute to hiring and selection of Care Facilitators and other front desk staff.
• Provide front desk ambassador service, including assisting patients in and out of vehicles, opening doors, and checking on patients waiting longer than 10 minutes with updates.
• Support the overall patient experience and keep Mary's Cafe accessible and stocked.
• Monitor performance and ensure OSHA, clinical, and quality standards are met; implement corrective action plans when needed.
• Serve as the first point of contact for escalated patient issues, concerns, and disputes.
• Support PCP scheduling by ensuring appropriate scheduling blocks are in place, 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 proper and timely routing and follow-up; 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 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.
• Perform other duties as assigned or modified at the manager's discretion.

Benefits

• Great compensation and comprehensive benefits are mentioned; specific benefits are not listed in the job posting.
• Career development and advancement opportunities.
• Work-life balance.

What This Job Offers

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