Patient Access & Front Desk Leader | Medical Office Ops

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

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