Medical Front Desk Supervisor

ChenMed•Oak Lawn, IL

17d•Onsite

About The Position

The Front Desk Supervisor organizes and directs front desk staff, coordinates staff activities and schedules, and helps ensure effective patient care services and quality standards. Working under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, the supervisor trains, guides, and supports Care Facilitators and leads front office operations, including quality, compliance, human resources, patient experience, and direct supervision of employees. The role leads a welcoming patient experience from center entry to exit and maintains professional relationships with internal partners and external customers. The supervisor leads front desk team engagement, development, retention, onboarding, coaching, and performance improvement. They oversee adherence to the center’s operating model and procedures, patient flow, scheduling templates, follow-up scheduling, and scheduling gap resolution. They support hiring and selection, ensure the team has resources and clear priorities, and help maintain a positive patient experience. The position also supports day-to-day front desk and center operations, including handling escalated patient concerns, monitoring compliance and quality standards, reviewing notifications and messages, ensuring medical records and incoming documents are handled correctly, troubleshooting basic technology issues, and maintaining office supplies. The supervisor may cover Care Facilitator or other front desk duties as business needs require. Local, regional, and nationwide travel of up to 10% is expected.

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, methods, processes, and procedures.
Understanding of applicable regulatory standards and local, state, and federal laws, and where to find information about standards and interpretations.
Strong critical reasoning, decision-making, and problem-solving skills, including the ability to assess risks and resolve recurring issues.
Strong organizational skills and attention to detail; 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 (EMR) systems.
Ability to operate phones, personal computers, software, and other basic IT systems.
Professional and courteous communication 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.
Fluency in spoken and written 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.
Promote team engagement, retention, onboarding, coaching, and professional development in keeping with ChenMed values and behaviors.
Execute core operating model and Center Playbook procedures; promote operational excellence and effective patient flow.
Oversee scheduling optimization, including use of enterprise templates, patient assignment and scheduling, follow-up scheduling, and timely closure of scheduling gaps.
Ensure the team has the resources and priorities needed to perform its duties effectively.
Contribute to hiring and selection of Care Facilitators and other front desk staff.
Support a welcoming patient experience, including assisting patients in and out of vehicles, opening doors, checking on patients waiting more than 10 minutes, keeping Mary's Cafe stocked and accessible, and helping with new-patient paperwork, welcomes, and tours.
Monitor 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.
Support PCP scheduling by ensuring appropriate scheduling blocks and preventing double-, over-, or under-booking.
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.
Ensure the e-fax folder is routinely checked and incoming documents are correctly uploaded and indexed.
Review phone messages for proper and timely routing and follow-up, including recording after-hours patient messages in the medical record and ensuring appropriate follow-up.
Troubleshoot dashboard, phone, and computer issues.
Order supplies and ensure the center is properly inventoried, stocked, and maintained.
Fill in for Care Facilitators and cover front desk tasks as needed for scheduled or unscheduled absences and business needs.
Perform other duties as assigned and modified at the manager's discretion.