Front Desk Supervisor

ChenMed LLC; Lakeland South (WA); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading healthcare provider is seeking a Front Desk Supervisor to manage front desk operations and ensure excellent patient experiences. The role involves leading a team, optimizing scheduling, and maintaining high operational standards. Join us to transform healthcare for seniors and make a difference every day.

Qualifications

• Minimum 3 years’ experience in a medical facility.
• Some college coursework preferred.

Responsibilities

• Leads a team of Care Facilitators and front desk staff.
• Handles escalated patient issues and ensures proper documentation.

Skills

Leadership

Communication

Organizational

Education

High school diploma or GED

BLS certification

Tools

Microsoft Office

Job description

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The Front Desk Supervisor, functioning under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, is responsible for organizing and directing the work of the front desk staff, coordinating staff activities and schedules to ensure effective patient care services are provided, and ensuring quality standards are met. Trains, guides and supports Care Facilitators to ensure organizational front desk standards are met and that they have the tools and resources they need to effectively perform their duties. Leads front office center operations including, quality, compliance, human resources, patient experience, and direct supervision of employees. Leads the VIP customer experience from center entry to exit by ensuring our patients and their family members have a pleasant and memorable experience every visit and with every interaction. Establishes and maintains strong professional relationships with internal work partners and external customers; and through strict adherence of established center guidelines and standards provides the best solutions and options for our patients in support of the overall center experience.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

Leads a team of Care Facilitators and other front desk staff. Supervisory tasks include but are not limited to setting performance goals, developing top talent, and implementing progressive improvements when needed.

Engagement and Development:

• Instills ChenMed values and behaviors
• Builds culture and strong engagement
• Promotes team member retention
• Provides clear onboarding expectations
• Promotes team member development and retention by performing regular facilitated coaching and leadership rounding with front desk team members

Operational Excellence:

• Executes the core model and follows the Center Playbook procedures consistently
• Understands and promotes adherence to patient flow metrics and efficiencies
• Maintains focus on patient retention and positive customer experience

Scheduling Optimization:

• Adheres to enterprise scheduling templates ensuring 100% of patients are scheduled
• Schedules top 40 and risk score 70+ patients at least bi-weekly
• Ensures immediate follow-up for IP/ER discharges and collaborates with the growth team for scheduling

Front Desk Ambassador:

• Assists patients with vehicle entry and exit, check-ins, and overall patient experience
• Maintains front desk operations including stocking and monitoring standards

Other responsibilities include:

• Filling in for Care Facilitators as needed
• Supporting VIP patient experience and new patient onboarding
• Handling escalated patient issues and ensuring proper documentation and follow-up

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong business acumen and operational knowledge
• Understanding of regulatory standards and laws
• Excellent decision-making, organizational, and leadership skills
• Proficient in Microsoft Office and basic IT systems
• Effective communication and interpersonal skills
• Ability to travel up to 10%
• Fluent in English (spoken and written)

EDUCATION AND EXPERIENCE CRITERIA:

• High school diploma or GED required
• Minimum 3 years’ experience in a medical facility
• Some college coursework preferred
• BLS certification desired

We’re ChenMed, transforming healthcare for seniors and changing America’s healthcare for the better. Join us and make a difference every day.