Senior Manager, Front Desk & Patient Experience

Horizon Health Corporation; Washington (District of Columbia); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision, and Rx plans

Generous paid time off

401(k) with company match

SoFi student loan refinancing program

Educational assistance and development

Career advancement across UHS

Job summary

Capital Medical Group, a UHS subsidiary, is seeking a Senior Manager of Front Desk Operations and Patient Experience to lead patient-access services across multiple entry points in Washington, DC. This role ensures a welcoming, efficient patient journey from arrival to departure and translates patient-experience goals into daily practice.

Reporting to the Director, you will coach front-desk managers, monitor service quality, and improve patient flow through collaboration with clinical and

Qualifications

• Bachelor's degree in healthcare administration, business administration, or related field, or equivalent experience.
• Five years of progressively responsible experience in medical front-desk operations, patient access, or related field.
• At least three years of leadership experience managing supervisors or front-desk teams.
• Experience improving patient satisfaction and service-recovery performance.
• Knowledge of patient registration, insurance eligibility, scheduling, referrals, and orders.
• Experience with EHR and practice-management systems.

Responsibilities

• Provide operational leadership for front-desk and patient-access services across assigned entry points.
• Lead front-desk supervisors, team leads, and patient service representatives; monitor performance and resolve escalated concerns.
• Collaborate with clinical and administrative leaders to improve patient flow and communication.
• Oversee registration quality, insurance verification, scheduling support, and revenue-related processes.
• Implement and reinforce standardized operating procedures established by the Director.
• Conduct site visits and assessments to identify workflow gaps and service concerns.
• Coach and evaluate front-desk staff; set measurable goals aligned with priorities.
• Ensure privacy, dignity, and accessibility in patient interactions.

Skills

Patient-first culture

Front-desk leadership

Patient communication

Data-driven improvement

Coaching and performance management

Operational oversight

Education

Bachelor's degree in healthcare administration or related field

Tools

Epic

Practice-management systems

Job description

Capital Medical Group, a UHS subsidiary, is seeking a Senior Manager of Front Desk Operations and Patient Experience to lead patient-access services across multiple entry points in Washington, DC. This role ensures a welcoming, efficient patient journey from arrival to departure and translates patient-experience goals into daily practice.

Reporting to the Director, you will coach front-desk managers, monitor service quality, and improve patient flow through collaboration with clinical and