Client Services Front Desk Manager

Jobtailor; Washington (Washington County); On-site; USD 65,000 - 90,000; Full time

Job summary

Whitman-Walker Health seeks a skilled Client Services Manager to lead front desk operations across multiple locations. You will supervise Client Services Representatives, coordinate scheduling, oversee timekeeping, and drive training initiatives to ensure patient access and a positive first impression.

You will review workflows, manage data entry, insurance verification, and revenue cycle tasks, and collaborate with clinical teams to improve service delivery while upholding HIPAA and PCMH

Qualifications

• Associate degree or equivalent combination of education and relevant work experience.
• Experience leading client services and front desk teams.
• Experience with patient registration, insurance verification, and revenue cycle tasks.
• Proven supervisory experience and ability to train staff.
• Ability to work with diverse populations and uphold HIPAA.

Responsibilities

• Provide day-to-day leadership and operational oversight of Client Services Representatives and front desk operations across Whitman-Walker Health locations.
• Manage staff scheduling, supervision, team meetings, policies, procedures, and training initiatives.
• Review and approve timesheets and monitor time and attendance compliance.
• Recruit, interview, onboard, and train Client Services Representatives.
• Conduct quality assurance audits of front desk workflows and documentation.
• Ensure front desk coverage and provide intermittent direct patient access support when required.
• Serve as the first escalation point for staff and patient concerns.
• Oversee scheduling, interpreter coordination, demographic and insurance data, referrals, and work queues.
• Ensure insurance eligibility verification, payment collection, receipts, cash handling, and daily financial reconciliations.
• Collaborate with clinical departments, Call Center, Revenue Cycle, and operational partners.
• Monitor productivity, access, scheduling, registration, insurance verification, and other performance metrics.
• Prepare operational reports and recommendations for management.
• Advocate for employees through coaching, professional development, and performance recognition.
• Participate in management meetings, operational planning, quality improvement, employee-relations matters, and policy review.
• Ensure supplies, equipment, public-facing areas, and incoming mail operations are maintained.
• Perform other duties as assigned.

Skills

Leadership

Staff supervision

Training and coaching

Operational oversight

Communication

Team collaboration

Problem solving

HIPAA knowledge

Customer service

Attention to detail

Education

Associate degree or equivalent

Tools

EPIC Systems

Microsoft Office

Electronic Medical Records

Job description

• Provide day-to-day leadership and operational oversight of Client Services Representatives and front desk operations across Whitman-Walker Health locations
• Manage staff scheduling, supervision, team meetings, policies, procedures, and training initiatives
• Review and approve timesheets and monitor time and attendance compliance
• Recruit, interview, onboard, and train Client Services Representatives
• Conduct quality assurance audits of front desk workflows and documentation
• Ensure front desk coverage and provide intermittent direct patient access support when required
• Serve as the first escalation point for staff and patient concerns
• Oversee scheduling, interpreter coordination, demographic and insurance data, referrals, and work queues
• Ensure insurance eligibility verification, payment collection, receipts, cash handling, and daily financial reconciliations
• Collaborate with clinical departments, Call Center, Revenue Cycle, and operational partners
• Monitor productivity, access, scheduling, registration, insurance verification, and other performance metrics
• Prepare operational reports and recommendations for management
• Advocate for employees through coaching, professional development, and performance recognition
• Participate in management meetings, operational planning, quality improvement, employee-relations matters, and policy review
• Ensure supplies, equipment, public-facing areas, and incoming mail operations are maintained
• Perform other duties as assigned

Requirements

• Associate degree or equivalent combination of education and relevant work experience
• Three years of experience in a medical or behavioral health setting
• Experience with patient registration, insurance verification and benefits validation, scheduling, referrals, payment collection and posting, and front desk/patient access operations
• Two years of experience in a lead, supervisory, or other staff oversight capacity
• Experience providing coaching, training, performance feedback, workflow guidance, and day-to-day operational support
• Two years of experience working with a broadly diverse population
• Knowledge of standard medical and/or behavioral health office operations
• Knowledge of PCMH, Ryan White, other grant requirements, and FQHC requirements as they relate to patient access and revenue cycle functions
• Fluency in medical/behavioral health terminology
• Fluency in HIPAA laws and regulations
• Knowledge of electronic medical records and EPIC Systems
• Knowledge of Microsoft Office products
• Ability to work alternative hours, shifts, and locations as necessary
• Ability to communicate effectively with staff and patients
• Ability to work comfortably with diverse populations, including people with HIV and LGBTQIA+ communities
• Ability to lift no more than 20 lbs. infrequently

Core Competencies

Demonstrates strong leadership in managing Client Services Representatives and front desk operations, ensuring compliance with insurance verification and patient access protocols. Proficient in operational oversight, staff training, and collaboration with clinical departments to enhance service delivery.

Highest-signal resume keywords

• Leadership in Client Services
• Patient Registration and Insurance Verification
• Staff Supervision and Training
• Knowledge of HIPAA Regulations
• Experience in Medical or Behavioral Health Settings

Hard Skills

• Patient Registration
• Insurance Verification
• Payment Collection
• Front Desk Operations
• Electronic Medical Records
• EPIC Systems
• Microsoft Office
• Quality Assurance Audits
• Operational Reporting
• Workflow Guidance

Soft Skills

• Effective Communication
• Coaching and Mentoring
• Team Collaboration
• Cultural Competence
• Problem Solving

Industry Keywords

• Medical Office Operations
• Behavioral Health
• PCMH
• Ryan White
• FQHC Requirements
• Diverse Populations
• Patient Access
• Revenue Cycle Functions
• Quality Improvement
• Employee Relations