Director of Front Desk Operations & Patient Experience

Clive Behavioral; Washington (District of Columbia); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Paid time off

Medical/dental/vision plans

401(k) with company match

Student loan refinancing program

Educational assistance and development

Career advancement opportunities

Job summary

Capital Medical Group, a part of Independence Physician Management (IPM) under UHS, seeks a Senior Manager of Front Desk Operations and Patient Experience to lead patient access across multiple entry points. You will ensure a welcoming, efficient, and consistent patient journey from arrival to departure.

You will translate patient-experience goals into daily practices, supervise front-desk leaders, monitor performance, and collaborate with clinical teams to improve flow and communication.

Qualifications

• Bachelor’s degree in healthcare administration, business administration, hospitality management, communications, nursing, or a related field.
• Five years of progressively responsible experience in medical front-desk operations, patient access, patient experience, ambulatory practice management, hospitality, or healthcare operations.
• At least three years of leadership experience managing supervisors, team leads, or multidisciplinary front-desk teams.
• Demonstrated experience improving patient satisfaction, customer service, or service-recovery performance.
• Working knowledge of patient registration, insurance eligibility, scheduling, referrals, authorizations, and point-of-service collections.
• Experience with electronic health record and practice-management systems.
• Demonstrated ability to coach employees, manage conflict, and address performance concerns.
• Strong written, verbal, interpersonal, organizational, and presentation skills.
• Ability to analyze operational and patient-experience data and develop measurable improvement plans.

Responsibilities

• Provide operational leadership for front-desk and patient-access services across an assigned portfolio of medical entry points.
• Lead front-desk supervisors, team leads, and patient service representatives; monitor service and operational performance; resolve escalated patient concerns.
• Work with clinical and administrative leaders to improve patient flow and registration quality; ensure privacy and accessibility standards.
• Oversee registration quality, insurance verification, scheduling support, point-of-service collections, and payment collection; enforce SOPs.

Skills

Leadership experience

Front-desk operations

Patient experience

Communication skills

EHR experience

Data analysis

Education

Bachelor's degree in healthcare administration or related field

Master’s degree (preferred)

Tools

Epic

Practice-management systems

Job description

Capital Medical Group, a part of Independence Physician Management (IPM) under UHS, seeks a Senior Manager of Front Desk Operations and Patient Experience to lead patient access across multiple entry points. You will ensure a welcoming, efficient, and consistent patient journey from arrival to departure.

You will translate patient-experience goals into daily practices, supervise front-desk leaders, monitor performance, and collaborate with clinical teams to improve flow and communication.