Supervisor Front Office Operations

ChenMed•Midcity, TX

4d•Onsite

About The Position

We are a unique and rapidly expanding primary care provider focused on transforming healthcare for seniors. We are seeking innovative and ambitious individuals to join our team. The Front Desk Supervisor, reporting to 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 is key to delivering an exceptional VIP customer experience from start to finish, ensuring patients and their families have a pleasant and memorable interaction. This includes establishing strong professional relationships and adhering to center guidelines to provide the best solutions for patients.

Requirements

High school diploma or GED equivalent required
A minimum of 3 years’ work experience in a medical facility required
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 with a professional and courteous manner disposition
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

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, including setting performance goals, developing talent, and implementing improvements.
Instills ChenMed values and behaviors, builds culture and engagement, and promotes team member retention through clear onboarding and development.
Consistently executes the core model and follows Center Playbook procedures, understanding the importance of patient flow metrics, efficiencies, patient retention, and positive customer experience.
Ensures 100% of patients are scheduled according to enterprise templates, including specific scheduling for high-risk patients and post-discharge follow-ups.
Partners with the growth team to ensure specific scheduling initiatives are completed and that Care Facilitators have necessary resources and 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 such as entering/exiting vehicles, opening doors, and providing updates to waiting patients.
Ensures OSHA, clinical, and quality standards are met by monitoring performance and implementing corrective actions.
Serves as the first point of contact for escalated patient issues and concerns.
Supports PCP scheduling by ensuring appropriate blocks are in place and managing booking to avoid gaps or overbooking.
Reviews ENS notifications and ensures patients receive follow-up from Care Teams.
Examines medical release forms for accuracy and PCP sign-off.
Ensures the e-fax folder is checked, documents are uploaded and indexed correctly.
Reviews phone messages for proper routing and follow-up.
Ensures after-hours messages are recorded and followed up on.
Troubleshoots Dashboard, phone, and computer issues.
Orders office and other necessary supplies.
Fills in for Care Facilitators as needed for absences.
Covers various Front Desk tasks and duties.
Supports the patient VIP experience by assisting with new patient paperwork and supporting new patient welcome and tours.
Performs other duties as assigned.