Supervisor, Front Desk Team (Ashburn)

ChenMed•Ashburn, GA

23d•$20 - $29•Onsite

About The Position

The Front Desk Supervisor organizes and directs front desk staff, coordinates staff activities and schedules, and ensures effective patient care services and quality standards. Under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, the supervisor trains, guides, and supports Care Facilitators so they can meet organizational standards and have the resources to perform their duties. The role leads front-office center operations, including quality, compliance, human resources, patient experience, and direct supervision of employees. The supervisor leads the patient experience from center entry to exit, maintaining professional relationships with internal partners and external customers and following center guidelines to support a positive experience. The role is responsible for team engagement and development, operational excellence, scheduling optimization, front-desk service, regulatory and quality compliance, and resolving escalated patient concerns. Additional duties include supporting front-desk coverage and new-patient onboarding, maintaining center supplies, and troubleshooting office technology.

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 find information on standards and interpretations.
Critical reasoning, decision-making, and problem-solving skills to assess situations and risks, prevent future issues, and resolve recurring defects.
Strong organizational skills and attention to detail to manage multiple tasks, short deadlines, interruptions, and shifting priorities.
Leadership, training, written and verbal communication, interpersonal, and presentation skills.
Working knowledge of medical insurance and/or electronic medical record systems.
Ability to operate phones, personal computers, software, and other basic IT systems.
Professional and courteous communication with employees, patients, and others.
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.
BLS for Healthcare Providers certification.

Responsibilities

Lead Care Facilitators and other front desk staff, including setting performance goals, developing talent, and implementing improvements.
Instill company values, build team engagement, promote retention, set onboarding expectations, and provide regular coaching and leadership rounding.
Execute the core operating model and Center Playbook procedures, and communicate patient-flow metrics and desired outcomes to front desk staff.
Maintain focus on patient retention and customer experience and remain accessible to team members and patients.
Follow enterprise scheduling templates and ensure patients are assigned and scheduled; ensure specified high-priority patient groups and discharge follow-ups are scheduled as described.
Partner with the growth team to complete THV-EE and CMAP scheduling.
Ensure Care Facilitators have the resources and clearly defined priorities needed for daily work.
Contribute to hiring and selection of Care Facilitators and other front desk staff.
Support the front-desk ambassador experience, including assisting patients in and out of vehicles, opening doors, checking on patients waiting more than 10 minutes, engaging patients, and keeping Mary's Cafe accessible and stocked.
Monitor performance and implement corrective action plans as needed 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 ensuring appropriate scheduling blocks, preventing double, over- or under-booking, and addressing 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 the e-fax folder is checked and documents uploaded and indexed correctly.
Review phone messages for timely and appropriate routing and follow-up, and ensure after-hours patient messages are recorded and followed up by the appropriate discipline.
Troubleshoot dashboard, phone, and computer issues.
Order office and other supplies and ensure the center is inventoried, stocked, and maintained.
Fill in for Care Facilitators and cover front-desk duties as business needs require.
Assist with new-patient paperwork, welcome activities, and tours.
Perform other duties as assigned and modified at the manager's discretion.