Regional Front Desk Operations Manager - 7 Locations, South Florida

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

Job summary

Medstation Primary Care in South Florida seeks a Regional Front Desk Operations Manager to oversee front desk operations across 7 clinics, standardize SOPs, and drive a consistent patient experience from first contact to checkout.

You will travel regularly to audit sites, coach staff, implement KPI dashboards, and ensure compliant, high-quality service. The role is hands-on and multi-site, with a focus on efficiency and patient satisfaction.

Qualifications

• 5+ years leading front desk or patient services in healthcare
• 2+ years managing multiple sites
• Experience with 15+ staff across locations
• Proficient in EHR/PM systems (EHR names listed)
• Ability to travel daily throughout Broward, Miami-Dade and Palm Beach

Responsibilities

• Oversee 7-clinic front desk operations and standardize workflows
• Own KPIs: wait times, abandon rate, no-shows, collections
• Hire, train, and manage 14–20 front office staff
• Ensure HIPAA/compliance and monthly reporting
• Travel regularly for site audits and coaching

Skills

Multisite leadership

Front desk operations

Healthcare administration

EHR/PM systems

Staff management

Tools

eClinicalWorks

Athenahealth

Elation

Availity

Waystar

Job description

Regional Front Desk Operations Manager - 7 Locations, South Florida

About this position

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.

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.