Medical Front Desk Supervisor

ChenMed•Oak Lawn, VA

18d•$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. The role organizes and directs front desk staff, coordinates staff activities and schedules, and ensures effective patient care services and quality standards. The supervisor trains, guides, and supports Care Facilitators, ensuring they meet organizational front desk standards and have the tools and resources to perform their duties. The supervisor leads front office center operations across quality, compliance, human resources, patient experience, and direct employee supervision. They lead the patient VIP experience from center entry to exit, build professional relationships with internal partners and external customers, and follow center guidelines and standards to support a positive overall patient experience.

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, techniques, 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 assess risks, prevent future issues, and resolve recurring defects.
Strong organizational skills and attention to detail, with the ability to manage multiple tasks, short deadlines, 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 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, as well as 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.
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 and behaviors, build team engagement, promote retention, establish clear onboarding expectations, and conduct regular coaching and leadership rounding.
Execute the core model and Center Playbook procedures, promote operational excellence, and communicate patient-flow goals and outcomes.
Maintain focus on patient retention and customer experience, remaining available to team members and patients.
Follow enterprise scheduling templates and ensure patients are assigned and scheduled, including specified follow-up and high-priority patient scheduling.
Partner with the growth team to complete THV-EE and CMAP scheduling.
Ensure Care Facilitators have necessary resources and clearly defined priorities.
Contribute to hiring and selection of Care Facilitators and other front desk staff.
Support the Front Desk Ambassador experience, including helping patients in and out of vehicles, opening doors, checking on patients waiting more than 10 minutes, providing updates, and keeping Mary's Cafe accessible and stocked.
Monitor performance and implement corrective action plans to ensure OSHA, clinical, and quality standards are met.
Serve as the first point of contact for resolving escalated patient issues, concerns, and disputes.
Support PCP scheduling by maintaining appropriate blocks, avoiding 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; routinely check the e-fax folder and ensure received documents are uploaded and indexed correctly.
Review phone messages for appropriate and timely routing and follow-up, including recording after-hours patient messages in medical records and ensuring appropriate follow-up.
Troubleshoot dashboard, phone, and computer issues.
Order office and other supplies and maintain appropriate center inventory and stocking.
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 and modified at the manager's discretion.