Medical Front Desk Supervisor - Various Locations (Pinellas County)

ChenMed•Largo, FL

2d•Onsite

About The Position

We are a unique and rapidly expanding primary care provider focused on transforming healthcare for seniors. We are seeking innovative, entrepreneurial-minded individuals with a strong work ethic and ambition to join our team. The Front Desk Supervisor, under the guidance of the Center Operations Director and/or Clinical Dyad leader, is responsible for organizing and directing front desk staff, coordinating activities and schedules to ensure effective patient care services, and maintaining quality standards. This role involves training, guiding, and supporting Care Facilitators, leading front office operations (quality, compliance, HR, patient experience), and directly supervising employees. The supervisor will lead the VIP customer experience from start to finish, ensuring a pleasant and memorable patient and family experience. They will establish strong professional relationships and provide optimal solutions for patients in adherence to center guidelines.

Requirements

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.
Strong organizational skills and attention to details.
Strong leadership, training, written and verbal communication, and interpersonal and presentation skills.
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 in a professional and courteous manner.
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.
High school diploma or GED equivalent required.
A minimum of 3 years’ work experience in a medical facility required.

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, setting performance goals, developing talent, and implementing improvements.
Instills ChenMed values and behaviors, builds culture, promotes team member retention, provides clear onboarding expectations, and promotes team member development through coaching and leadership rounding.
Consistently executes the core model and follows Center Playbook procedures, understanding the importance of adhering to core model execution.
Maintains focus on patient retention and positive customer experience, being accessible to both team members and patients.
Adheres to enterprise scheduling templates, ensuring all patients are scheduled appropriately, including top performers and high-risk patients, and immediate follow-up for IP/ER discharges.
Partners with the growth team to ensure specific scheduling targets are met.
Ensures Care Facilitators have necessary resources and clear priorities.
Serves as a primary contributor in hiring and selection of front desk staff.
Acts as a Front Desk Ambassador, assisting patients with various needs including transportation, door opening, and checking on waiting patients.
Ensures OSHA, clinical, and quality standards are met by monitoring performance and implementing corrective action plans.
Serves as the first point of contact for escalated patient issues, concerns, and disputes.
Supports PCP scheduling by ensuring appropriate blocks are in place and preventing booking errors, 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.
Ensures the e-fax folder is routinely checked and documents are correctly uploaded and indexed.
Reviews phone messages for proper routing and follow-up.
Ensures after-hours patient messages are recorded and followed up on.
Troubleshoots Dashboard, phone, and computer issues.
Orders office and other needed supplies.
Fills in for Care Facilitators as needed for absences.
Supports the patient VIP experience by assisting with new patient paperwork and supporting new patient tours.
Performs other duties as assigned.