Regional Front Desk Operations Manager - 7 Locations, South Florida

Medstation; Pompano Beach (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Medstation is seeking a Regional Front Desk Operations Manager to oversee seven clinics across South Florida. You will standardize workflows, lead site leads, and travel to audit, coach, and resolve issues. This hands‑on role drives patient access, experience, and front‑end revenue cycle across multiple sites.

You will hire and develop 14‑20 front office staff, create onboarding materiaal, build SOPs, and maintain HIPAA/compliance standards while delivering a consistent 5‑star patient experience.

Qualifications

• 5+ years managing front office / patient services in healthcare, with 2+ years managing MULTIPLE sites required.
• Proven experience leading 15+ staff across locations - primary care, urgent care, or multi‑specialty preferred.
• Expert in EHR/PM systems (eClinicalWorks, Athenahealth, Elation, or similar) + eligibility tools (Availity, Waystar)
• Strong knowledge of insurance verification, POS collections, and front‑end denial prevention
• Valid driver's license, reliable vehicle, and ability to travel daily across Broward, Miami‑Dade, and Palm Beach. Highly organized, hospitality‑driven, and comfortable building SOPs from scratch.

Responsibilities

• Multi‑Site Front Office Leadership: Oversee daily front desk operations for 7 clinics. Standardize workflows for check‑in, check‑out, phones, scheduling, and patient flow. Conduct weekly site audits.
• Patient Access & Experience: Own KPIs: 3rd Next Available <7 days, Phone Abandon Rate <7%, No-Show Rate <8%, Co‑Pay Collection >95%, Google Review average >4.7. Lead service recovery and patient de‑escalation.
• Staffing, Training & Performance: Hire, train, and manage 14‑20 front office staff. Create onboarding checklists, phone scripts, and competency tests. Build float pool for PTO/call‑out coverage. Run weekly huddles and monthly trainings.
• Front‑End Revenue Cycle: Ensure 95%+ eligibility verified 48 hours prior. Ensure accurate demographic entry, referral status, and time‑of‑service collections. Partner with Billing Coordinator to keep front‑end denial rate <7%. Own daily cash reconciliation.
• Operational Excellence & Compliance: Maintain HIPAA, OSHA, and front‑office compliance. Maintain provider templates, closure calendars, and EHR scheduling rules. Own front desk dashboard and monthly reporting to leadership.
• Value‑Based Care Support: Partner with Clinical Lead to support AWV, CCM, and TCM enrollment via front desk workflows and referral closure tracking

Skills

Front office leadership

Staff management

Process improvement

Customer service in healthcare

Tools

eClinicalWorks

Athenahealth

Elation

Availity

Waystar

Job description

Regional Front Desk Operations Manager - 7 Locations, South Florida

Role Summary

The Regional Front Desk Operations Manager owns all front office operations across our 7 locations. You will lead, standardize, and optimize every patient touchpoint from first phone call to check-out. You will build SOPs, lead site leads, and travel regularly to audit, coach, and solve problems. This is a hands‑on, multi‑site operator role - not a desk job.

Key Responsibilities

• Multi‑Site Front Office Leadership: Oversee daily front desk operations for 7 clinics. Standardize workflows for check‑in, check‑out, phones, scheduling, and patient flow. Conduct weekly site audits.
• Patient Access & Experience: Own KPIs: 3rd Next Available <7 days, Phone Abandon Rate <7%, No-Show Rate <8%, Co‑Pay Collection >95%, Google Review average >4.7. Lead service recovery and patient de‑escalation.
• Staffing, Training & Performance: Hire, train, and manage 14‑20 front office staff. Create onboarding checklists, phone scripts, and competency tests. Build float pool for PTO/call‑out coverage. Run weekly huddles and monthly trainings.
• Front‑End Revenue Cycle: Ensure 95%+ eligibility verified 48 hours prior. Ensure accurate demographic entry, referral status, and time‑of‑service collections. Partner with Billing Coordinator to keep front‑end denial rate <7%. Own daily cash reconciliation.
• Operational Excellence & Compliance: Maintain HIPAA, OSHA, and front‑office compliance. Maintain provider templates, closure calendars, and EHR scheduling rules. Own front desk dashboard and monthly reporting to leadership.
• Value‑Based Care Support: Partner with Clinical Lead to support AWV, CCM, and TCM enrollment via front desk workflows and referral closure tracking

Qualifications

• 5+ years managing front office / patient services in healthcare, with 2+ years managing MULTIPLE sites required
• Proven experience leading 15+ staff across locations - primary care, urgent care, or multi‑specialty preferred
• Expert in EHR/PM systems (eClinicalWorks, Athenahealth, Elation, or similar) + eligibility tools (Availity, Waystar)
• Strong knowledge of insurance verification, POS collections, and front‑end denial prevention
• Valid driver's license, reliable vehicle, and ability to travel daily across Broward, Miami‑Dade, and Palm Beach Highly organized, hospitality-driven, and comfortable building SOPs from scratch

Preferred Skills

• Experience with value‑based care metrics: AWV, CCM, risk adjustment, referral closure
• Comfortable with Excel/Sheets: staffing models, KPI dashboards, labor cost tracking
• Experience scaling from 3-5 to 7+ locations

What Success Looks Like in 90 Days

• All 7 Medstation sites running the same check‑in/out SOP with 95%+ eligibility verified 48hrs prior
• Phone abandon rate under 7% and collections at time of service over 95%
• Fully staffed front desk with trained float coverage and zero unplanned closures
• Live dashboard for daily visibility on no‑show, collections, eligibility, and patient complaints

Medstation Primary Care is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We serve a diverse community and bilingual talent is highly valued.

About Medstation

Medstation is a fast‑growing, patient‑centered primary care group with 7 clinics across South Florida. We provide same‑week access, evening and Saturday hours, and high‑touch bilingual care (English / Spanish / Portuguese). Our mission is simple: make quality primary care accessible, affordable, and human. We are now hiring a regional leader to own the front door of our practice and deliver a consistent 5‑star experience at every location.