Front Desk Concierge Manager

Madison Medical and Sports Rehabilitation Center; Madison (NJ); On-site; USD 68,000 - 83,000; Full time

Benefits offered by this job

401(k)

Medical insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Tuition reimbursement and professional

Employee referral program

Free parking

Job summary

Madison Medical is hiring a Front Desk Concierge Manager to lead the front desk team and own the patient experience from first contact to checkout. This hands-on leadership role requires coaching, scheduling, and ensuring SOPs are followed to maintain a seamless patient flow.

You will train staff, monitor KPIs, and collaborate with clinical and billing teams to drive growth and efficiency. This is a full-time, in-person role at our Madison, NJ location with a competitive salary and KPI-based

Qualifications

• 5+ years of patient-facing experience in hospital, ambulatory, or private practice settings.
• 2+ years of experience leading, supervising, or training a front desk or patient services team.
• Exceptional multitasker who stays organized under high volume.
• Natural leader who builds trust and accountability.
• Strong problem solver with technical and outcome focus.

Responsibilities

• Lead the front desk concierge team and coach staff to deliver high-quality patient experiences.
• Manage schedules, including weekend coverage, and align with clinical and billing teams.
• Run training and certification programs (Trainual) and onboard new hires.
• Oversee check-in/check-out workflows and handle escalations professionally.
• Track KPIs and implement process improvements to boost patient flow.

Skills

Patient-facing experience

Leadership

Multitasking

Problem solving

Insurance verification

Tools

CureMD

Microsoft 365

AI platforms (ChatGPT/Claude)

Trainual

RingCentral

Job description

Patient Experience, Team Leadership & Operations

Company: Madison Medical

Location: 345 Main Street, Madison, NJ (In Person)

Job Type: Full-Time, Salaried

Salary: $75,000 – $85,000 per year, plus KPI-based bonus eligibility

Schedule: Weekdays plus rotating Saturdays and Sundays, 9:00 AM – 1:00 PM

About Madison Medical

Madison Medical is a physician-led, multidisciplinary practice delivering high-level, integrated healthcare across primary care, pain and spine, chiropractic, sports and performance medicine, regenerative therapies, allergy, podiatry, internal medicine, and wellness optimization. We are building a modern healthcare organization designed for the future, not the past.

By uniting advanced diagnostics with collaborative specialty care, we provide precise, outcomes-driven treatment that addresses root causes, restores function, and supports long-term health. We operate at exceptionally high clinical and operational standards, prioritizing innovation, communication, and an exceptional patient experience.

We believe great care happens when humans and technology work together. AI, automation, and data are foundational tools we use to remove friction, reduce burnout, and support better clinical decision-making, never to replace clinical judgment.

Position Overview

Madison Medical is growing fast, and our front desk is the engine of that growth. We are seeking a Front Desk Concierge Manager to lead, train, and elevate our front desk concierge team while owning the patient experience from the first phone call to the final check-out.

This is a hands-on leadership role with two sides. On the patient side, you set the standard for every interaction in our lobby and on our phones. On the team side, you coach, train, and hold the front desk accountable, build a strong culture, and make sure every team member is certified, confident, and performing. You will also be the person who finds solutions: when a workflow breaks, a system is not working, or volume spikes, you diagnose the issue, fix it, and measure the result.

This role fits a natural leader and exceptional multitasker who is calm under pressure, highly technical, and motivated by measurable outcomes.

What You Will Do

Lead the Front Desk Team

• Supervise, coach, and support front desk concierge and liaison team members day to day
• Build and manage schedules, including weekend coverage, to keep the desk fully staffed
• Run daily huddles, set priorities, and keep the team aligned with clinical and billing teams
• Model and reinforce a positive, accountable, teamfirst culture
• Address performance issues directly and constructively, in partnership with HR

Own Training and Certification

• Manage mandatory training in Trainual, including assigning, tracking, and enforcing completion
• Run simulation and scenariobased training for checkin, checkout, phones, scheduling, and difficult patient situations
• Onboard and ramp new front desk hires using our Madison Standard training program
• Keep SOPs, playbooks, and workflows documented, current, and followed

Deliver an Exceptional Patient Experience

• Set and uphold the standard for a welcoming, professional, conciergelevel experience
• Oversee checkin, checkout, intake, scheduling, and rebooking workflows
• Step in on escalations and resolve patient concerns quickly and professionally
• Help patients understand insurance benefits and outofnetwork coverage
• Protect patient confidentiality and ensure HIPAAcompliant practices at all times

Drive Growth, Systems, and Results

• Support our goal of growing patient visit volume by improving scheduling, rebooking, and patient retention
• Track and report front desk KPIs, including call handling, abandonment rate, rebooking, new patient conversion, and collections at time of service
• Troubleshoot workflow and technology issues, identify root causes, and implement practical solutions
• Use AI tools and automation to improve speed, accuracy, and team efficiency
• Partner with clinical, billing, and leadership teams to improve patient flow across service lines

What We Are Looking For

• 5+ years of patientfacing experience in a hospital, ambulatory, or private practice setting
• 2+ years of experience leading, supervising, or training a front desk or patient services team
• Exceptional multitasker who stays organized and composed in a highvolume environment
• Natural leader who can hold people accountable while building trust and morale
• Strong problem solver who is technical, resourceful, and focused on outcomes
• Working knowledge of insurance verification and outofnetwork care models
• Clear, professional written and verbal communication

Required Technology Experience

• EMR / practice management systems (CureMD experience a plus)
• Microsoft 365: Outlook, Teams, SharePoint, Word, and Excel
• AI platforms, including ChatGPT, Claude, and other major AI tools, used in a practical, everyday workflow
• Learning management systems (Trainual experience a plus)
• Cloud phone systems (RingCentral experience a plus)

Work Schedule (Required)

This is a full-time, in-person role with a consistent weekday schedule aligned to clinic hours. Weekend coverage is required: this role works rotating Saturdays and Sundays, 9:00 AM to 1:00 PM. Reliability and punctuality are essential.

Compensation and Growth

• Base salary of $75,000 to $85,000 per year, based on experience
• 3month introductory (probationary) period
• After the introductory period, eligibility for KPIbased performance bonuses
• Annual performance review with opportunity for salary increase

Benefits

• 401(k)
• Medical, dental, and vision insurance
• Life insurance
• Paid time off
• Professional development and tuition reimbursement
• Employee referral program
• Free parking

Expectations for All Team Members

• Follow documented workflows and use technology as designed
• Adapt quickly as systems evolve
• Accept feedback and apply it quickly
• Communicate without defensiveness
• Take ownership of results

Additional Company Context

Madison Medical is not a single-provider practice and not a traditional chiropractic office. We are a licensed multi-specialty ambulatory care facility with more than 15 integrated service lines, operating from multiple floors of dedicated clinical space with active buildout underway. Our model includes institutional-grade billing, recurring wellness and longitudinal care programs, and deep community partnerships with schools, athletic programs, police departments, and municipal organizations.

Madison Medical is not where we started. It is what we have built, and we are still building.