Medical Front Desk Supervisor

ChenMed•Pine Manor, FL

21h•$20 - $29•Onsite

About The Position

The Front Desk Supervisor works under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader. This role organizes and directs front desk staff, coordinates activities and schedules to support effective patient care, and ensures quality standards are met. The supervisor trains, guides, and supports Care Facilitators, leading front office operations across quality, compliance, human resources, patient experience, and employee supervision. The role is responsible for delivering a welcoming VIP patient experience from arrival through departure and maintaining professional relationships with internal partners and external customers while following center guidelines and standards. The supervisor leads and develops the front desk team, promotes engagement and retention, supports onboarding and coaching, and ensures consistent execution of the center’s operating model. The role oversees scheduling practices, patient flow, patient follow-up, front desk processes, and resolution of escalated patient concerns. It also supports day-to-day center operations, including records and message handling, troubleshooting basic technology issues, maintaining supplies, and covering Care Facilitator and other front desk duties as needed. Local, regional, and nationwide travel of up to 10% may be required.

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, practices, processes, and procedures.
Understanding of applicable regulatory standards and local, state, and federal laws, including how to locate relevant standards and interpretations.
Strong 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 systems.
Skill in operating phones, personal computers, software, and other basic IT systems.
Ability to communicate professionally and courteously with employees, patients, and other individuals.
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.
Fluency in spoken and written English.

Nice To Haves

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

Responsibilities

Lead and supervise Care Facilitators and other front desk staff, including setting performance goals, developing talent, and implementing improvements.
Instill ChenMed values and behaviors, build team engagement, promote retention, set onboarding expectations, and provide regular coaching and leadership rounding.
Execute the core operating 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, remaining available to team members and patients.
Follow enterprise scheduling templates and ensure patients are assigned and scheduled; support required scheduling and follow-up for high-priority patients and discharged patients.
Partner with the growth team to complete THV-EE and CMAP scheduling.
Ensure Care Facilitators have necessary resources and clear daily priorities.
Contribute to hiring and selection of Care Facilitators and other front desk staff.
Provide front desk ambassador support, including helping patients in and out of vehicles, opening doors, checking on patients waiting longer than 10 minutes, and providing updates.
Support a positive patient experience and ensure Mary's Cafe is accessible and stocked.
Monitor compliance with OSHA, clinical, and quality standards and implement corrective action plans when needed.
Serve as the first point of contact for escalated patient issues, concerns, and disputes, and work toward resolution.
Support PCP scheduling by maintaining appropriate 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.
Review medical release forms for accuracy and PCP sign-off; ensure medical records are released appropriately and e-fax documents are checked, uploaded, and indexed.
Review phone messages for appropriate 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 properly 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.