Senior Manager, Front Desk & Patient Experience

Capital Medical Group; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) with company match

SoFi student loan refinancing

Job summary

Capital Medical Group is seeking a Senior Manager of Front Desk Operations and Patient Experience to lead front-desk and patient-access services onsite at our Washington, DC location. You will translate patient-experience goals into daily practices and manage front-desk supervisors, team leads, and staff to deliver a welcoming, efficient care experience.

Reporting to the Director, you will oversee registration, insurance verification, scheduling support, and payments, and develop improvement

Qualifications

• Bachelor-level degree in a healthcare or related field or equivalent combination of education and experience.
• Minimum five years in medical front-desk operations, patient access, or ambulatory practice management with progressive leadership.
• Experience managing supervisors, team leads, or multidisciplinary front-desk teams.
• Proven ability to improve patient satisfaction and service performance.
• Experience with electronic health records and practice-management systems.

Responsibilities

• Provide daily operational oversight for front-desk and patient-access activities across assigned entry points.
• Lead, coach, and evaluate front-desk managers and staff; set measurable goals aligned with priorities.
• Ensure consistent patient check-in/check-out processes, insurance verification, scheduling support, and payments.
• Monitor patient satisfaction, complaints, and service-recovery trends; develop improvement plans.
• Collaborate with clinical teams to improve communication on delays and scheduling changes.
• Uphold privacy, dignity, accessibility, and cultural considerations for patients.

Skills

Leadership

Patient experience

Front-desk operations

Communication

Coaching/mentoring

Education

Bachelor's degree in healthcare administration, business administration, hospitality management, communications, nursing, or related field

Tools

Epic or similar EMR

Practice management systems

Data analytics tools

Job description

Capital Medical Group is seeking a Senior Manager of Front Desk Operations and Patient Experience to lead front-desk and patient-access services onsite at our Washington, DC location. You will translate patient-experience goals into daily practices and manage front-desk supervisors, team leads, and staff to deliver a welcoming, efficient care experience.

Reporting to the Director, you will oversee registration, insurance verification, scheduling support, and payments, and develop improvement