Regional Front Desk Operations Manager - 7 Locations, South Florida

Medstation•Pompano Beach, FL

27d•Hybrid

About The Position

The Regional Front Desk Operations Manager owns all front office operations across our 7 locations. You will lead, standardize, and optimize every patient touchpoint from first phone call to check-out. You will build SOPs, lead site leads, and travel regularly to audit, coach, and solve problems. This is a hands-on, multi-site operator role - not a desk job.

Requirements

5+ years managing front office / patient services in healthcare, with 2+ years managing MULTIPLE sites required
Proven experience leading 15+ staff across locations - primary care, urgent care, or multi-specialty preferred
Expert in EHR/PM systems (eClinicalWorks, Athenahealth, Elation, or similar) + eligibility tools (Availity, Waystar)
Strong knowledge of insurance verification, POS collections, and front-end denial prevention
Bilingual English / Spanish REQUIRED
Valid driver's license, reliable vehicle, and ability to travel daily across Broward, Miami-Dade, and Palm Beach
Highly organized, hospitality-driven, and comfortable building SOPs from scratch

Nice To Haves

Experience with value-based care metrics: AWV, CCM, risk adjustment, referral closure
Experience implementing phone systems / reminder systems (Weave, Klara, Phreesia, etc.)
Comfortable with Excel/Sheets: staffing models, KPI dashboards, labor cost tracking
Experience scaling from 3-5 to 7+ locations
Portuguese a strong plus (per our patient population)

Responsibilities

Oversee daily front desk operations for 7 clinics.
Standardize workflows for check-in, check-out, phones, scheduling, and patient flow.
Conduct weekly site audits.
Own KPIs: 3rd Next Available <7 days, Phone Abandon Rate <7%, No-Show Rate <8%, Co-Pay Collection >95%, Google Review average >4.7.
Lead service recovery and patient de-escalation.
Hire, train, and manage 14-20 front office staff.
Create onboarding checklists, phone scripts, and competency tests.
Build float pool for PTO/call-out coverage.
Run weekly huddles and monthly trainings.
Ensure 95%+ eligibility verified 48 hours prior.
Ensure accurate demographic entry, referral status, and time-of-service collections.
Partner with Billing Coordinator to keep front-end denial rate <7%.
Own daily cash reconciliation.
Maintain HIPAA, OSHA, and front-office compliance.
Maintain provider templates, closure calendars, and EHR scheduling rules.
Own front desk dashboard and monthly reporting to leadership.
Partner with Clinical Lead to support AWV, CCM, and TCM enrollment via front desk workflows and referral closure tracking.