Responsibilities Director of Front Desk OperationsCapital Medical Group | Independence Physician Management (IPM), a UHS Subsidiary
Location: -2150 Pennsylvania Ave NW -Washington, DC
Work Setting: Onsite
The
Director of Front Desk Operations provides strategic and operational leadership for patient access and front-desk services across 25 medical entry points. This position leads two Senior Managers of Patient Access and is responsible for creating consistent, efficient, and patient-centered practices throughout the organization. The Director establishes performance standards, develops operating procedures, evaluates staffing needs, and ensures effective execution of registration, check-in, check-out, scheduling, insurance verification, referral coordination, and related patient-access functions. The role works closely with clinical leadership, practice management, revenue cycle, human resources, information technology, compliance, and other departments to improve the patient experience and support operational and financial performance.
Qualifications Essential Responsibilities- Provide strategic direction and operational oversight for front-desk and patient-access services across 25 medical entry points.
- Lead, coach, and evaluate two Senior Managers of Patient Access, establishing clear responsibilities, goals, and performance expectations.
- Develop a consistent operating model while recognizing the unique clinical and operational requirements of individual specialty practices.
- Translate organizational priorities into measurable patient-access and front-desk objectives.
- Promote a culture of accountability, collaboration, professionalism, and continuous improvement.
- Serve as the primary leadership resource for complex or escalated front-desk operational matters.
- Provide strategic direction and operational oversight for front-desk and patient-access services across 25 medical entry points.
- Lead, coach, and evaluate two Senior Managers of Patient Access, establishing clear responsibilities, goals, and performance expectations.
- Develop a consistent operating model while recognizing the unique clinical and operational requirements of individual specialty practices.
- Translate organizational priorities into measurable patient-access and front-desk objectives.
- Promote a culture of accountability, collaboration, professionalism, and continuous improvement.
- Serve as the primary leadership resource for complex or escalated front-desk operational matters.
- Review staffing requests and make recommendations based on patient volume, workload, service expectations, and organizational priorities.
- Develop succession plans and leadership-development opportunities for managers, supervisors, and team leads.
- Ensure employee performance issues are addressed consistently, promptly, and in accordance with organizational policies
Minimum Qualifications- Bachelor's degree in healthcare administration, business administration, management, or a related field.
- Seven years of progressively responsible experience in patient access, clinical front-desk operations, ambulatory practice management, revenue cycle, or healthcare operations.
- At least five years of leadership experience, including experience managing managers or leaders responsible for multiple teams or locations.
- Demonstrated experience standardizing operations across a complex, multi-site healthcare environment.
- Strong knowledge of patient registration, insurance eligibility, scheduling, referrals, authorizations, cash at the time of service collections, and front-end revenue-cycle processes.
- Experience using an electronic health record and practice-management system (EPIC).
- Demonstrated ability to analyze performance data and develop measurable improvement plans.
- Strong written, verbal, interpersonal, presentation, and conflict-resolution skills.
Preferred Qualifications- Master's degree in healthcare administration, business administration, management, or a related field.
- Experience overseeing patient-access operations across 20 or more entry points, practices, or departments.
- Experience with Epic or a comparable electronic health record system.
- Lean, Six Sigma, project-management, or patient-access certification.
- Experience leading large-scale workflow redesign, system implementation, or organizational change.
- Knowledge of ambulatory healthcare operations and revenue-cycle performance improvement.
