Medical Front Desk Supervisor

ChenMed; Oak Lawn (IL); On-site; USD 42,000 - 64,000; Full time

Job summary

ChenMed seeks a Front Desk Supervisor to lead the front desk team, ensuring exceptional patient experiences from arrival to departure. This role directs scheduling, coaching, and adherence to center guidelines to optimize patient flow and care delivery.

The ideal candidate will coach Care Facilitators, maintain high standards of service, and foster a positive, efficient center environment that supports ChenMed’s mission and patient-centered care.

Responsibilities

• Leads a team of Care Facilitators and front desk staff; sets performance goals and supports talent development.
• Instills ChenMed values and fosters culture, engagement, and retention; coaches and mentors front desk staff.
• Executes core model, follows Playbook procedures, and leads scheduling optimization to improve patient flow.
• Adheres to scheduling templates; ensures 100% of patients are assigned and scheduled; coordinates high-priority patient follow-ups.
• Acts as Front Desk Ambassador by assisting patients entering/exiting, monitoring wait times, and upholding OSHA/quality standards.

Skills

Leadership

Team supervision

Customer service

Job description

We're unique. You should be, too.

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 included but not limited to setting performance goals, developing top talent, and implementing progressive improvements when needed.

Engagement and Development:

• I nstills 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:

• Consistently executes the core model and follows the Center Playbook procedures

• Exhibits a strong understanding of the importance of adhering to core model execution by leading engagement and development, operational excellence and scheduling optimization

• Understands philosophy of patient flow metrics and efficiencies and shares the desired outcomes with all front desk team members

• Maintains focus on patient retention and positive customer experience and is available and accessible to both team members and patients

Scheduling Optimization:

• Adheres to enterprise scheduling templates and ensures 100% of patients are assigned and scheduled

• Top 40 and risk score 70+ patients scheduled at least bi-weekly

• IP/ER discharge follow-up scheduled immediately with daily follow-up

• Partners with growth team to ensure THV-EE and CMAP scheduling is 100% completed

• Ensures care facilitators have the resources needed and clearly defined priorities readily available to them to promote daily success.

• As supervisor, serves as a primary contributor in hiring and selection of Care Facilitators and other front desk staff.

Front Desk Ambassador :

• Helping patients in and out of their vehicles

• Opening the door

• Checking in on patients who have been waiting longer than 10 minutes. Give them updates.

• Engaging patients and Overall Patient Experience

• Mary's Cafe being up front and accessible to patients and always stocked

• Ensures OSHA, clinical and quality standards of ChenMed are met by monitoring performance and implementing corrective

• action plans when needed.