Supervisor, Medical Front Desk Team - Various Locations in Chicago, IL

ChenMed • Glenwood, IL

5d • $20 - $29 • Onsite

About The Position

The Supervisor, Medical Front Desk Team organizes and directs front desk staff work, 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, leads front-office operations, and oversees quality, compliance, human resources, patient experience, and direct employee supervision. The role promotes a welcoming, memorable patient experience from arrival through departure and maintains professional relationships with internal partners and external customers.

The supervisor leads engagement and development, operational excellence, and scheduling optimization. This includes coaching team members, maintaining front desk standards, managing patient flow and scheduling, and ensuring staff have the resources and priorities needed for daily success. The role also addresses escalated patient concerns, supports clinical and operational processes, troubleshoots office technology, and helps maintain an adequately stocked and orderly center. The position may require filling in for Care Facilitators and covering other front desk tasks as business needs require.

The role is based at various locations in Chicago, Illinois. Local, regional, and nationwide travel of up to 10% is required. The posted pay range is $20.20–$28.83 per hour; final compensation depends on factors including experience, education, and geographic location. The position may also be eligible for bonuses or commissions.

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 acuity.
• Knowledge of general operations standards, functions, methods, techniques, practices, processes, and procedures.
• Understanding of applicable regulatory standards and local, state, and federal laws, and how to find information on standards and interpretations.
• Strong critical reasoning, decision-making, and problem-solving skills to assess situations and risks, find solutions, prevent future issues, and resolve recurring defects.
• Strong organizational skills and attention to detail; ability to handle multiple tasks, short deadlines, frequent 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.
• Ability to communicate professionally and courteously 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 preferred.
• BLS for Healthcare Providers certification desired.

Responsibilities

• Lead and supervise 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 onboarding expectations, and provide regular coaching and leadership rounding.
• Execute the core operating model and Center Playbook procedures, promote operational excellence, and communicate patient-flow goals and metrics to front desk staff.
• Maintain focus on patient retention and positive customer experience and remain accessible to team members and patients.
• Follow enterprise scheduling templates and ensure patients are assigned and scheduled, including required follow-ups and scheduling for specified patient groups and programs.
• Ensure Care Facilitators have the resources and clear priorities needed to succeed.
• Contribute to hiring and selection of Care Facilitators and other front desk staff.
• Support the front desk ambassador experience by assisting patients, welcoming them, checking on those waiting more than 10 minutes, and keeping Mary's Cafe stocked and accessible.
• Monitor compliance with 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 maintaining appropriate scheduling blocks, preventing double-, over-, or under-booking, and closing scheduling gaps promptly.
• Review ENS notifications and ensure patients receive follow-up from their Care Teams.
• Check 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 timely and appropriate routing and follow-up, including documenting and routing after-hours patient messages.
• Troubleshoot dashboard, phone, and computer issues.
• Order office and other supplies and ensure the center is properly inventoried, stocked, and maintained.
• Fill in for Care Facilitators during scheduled and unscheduled absences and cover front desk tasks as business needs require.
• Support the patient VIP experience by assisting with new-patient paperwork, welcomes, and tours.
• Perform other duties as assigned and modified at the manager's discretion.

Benefits

• Great compensation and comprehensive benefits are mentioned; details are available through the linked employee benefits resource.
• Career development and advancement opportunities.
• Work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED