Responsibilities Senior Manager of Front Desk Operations and Patient ExperienceCapital Medical Group | Independence Physician Management (IPM), a UHS Subsidiary
Location: -2150 Pennsylvania Ave NW -Washington, DC
Work Setting: Onsite
The
Senior Manager of Front Desk Operations and Patient Experience provides operational leadership for front-desk and patient-access services across an assigned portfolio of medical entry points. Reporting to the Director of Medical Front Desk Operations, this position ensures that patients and families receive a welcoming, respectful, efficient, and consistent experience from arrival through departure.
The Senior Manager translates organizational patient-experience goals into daily front-desk practices. This position leads front-desk supervisors, team leads, and patient service representatives; monitors service and operational performance; resolves escalated patient concerns; and works with clinical and administrative leaders to improve patient flow.
The role is also responsible for registration quality, insurance verification, scheduling support, point-of-service collections, workforce management, employee development, and adherence to established policies and service standards.
Qualifications Essential Responsibilities
- Champion a patient-first culture across all assigned medical entry points.
- Establish clear expectations for professional, compassionate, respectful, and efficient interactions with patients and families.
- Ensure patients receive consistent communication throughout the check-in, waiting, and check-out processes.
- Conduct regular observations of front-desk interactions and provide employees with timely coaching and feedback.
- Monitor patient satisfaction results, complaints, compliments, surveys, and service-recovery trends.
- Develop and implement improvement plans in response to patient feedback and performance data.
- Ensure patient concerns are acknowledged promptly, investigated appropriately, and resolved whenever possible.
- Personally manage sensitive or complex patient-experience concerns that require leadership involvement.
- Partner with clinical teams to improve communication regarding delays, scheduling changes, wait times, and next steps.
- Promote practices that respect patients' privacy, dignity, cultural backgrounds, communication needs, and accessibility requirements.
- Recognize employees who demonstrate exceptional service and model organizational values.
- Provide daily operational oversight for front-desk and patient-access activities across assigned entry points.
- Ensure consistent execution of patient check-in, check-out, registration, scheduling support, insurance verification, referral processing, consent collection, and payment collection
- Implement and reinforce standardized operating procedures established by the Director.
- Conduct routine site visits and operational assessments to identify workflow gaps and service concerns
- Lead, coach, and evaluate front-desk managers, supervisors, team leads, and other assigned employees.
- Establish measurable goals and performance expectations that align with departmental and organizational priorities.
- Hold leaders and employees accountable for patient-service standards, registration quality, productivity, attendance, and professional conduct.
- Conduct regular leadership meetings, individual coaching sessions, and performance reviews.
Minimum Qualifications- Bachelor's degree in healthcare administration, business administration, hospitality management, communications, nursing, or a related field, or an equivalent combination of relevant education and experience as permitted by organizational policy
- Five years of progressively responsible experience in medical front-desk operations, patient access, patient experience, ambulatory practice management, hospitality, or healthcare operations.
- At least three years of leadership experience managing supervisors, team leads, or multidisciplinary front-desk teams.
- Demonstrated experience improving patient satisfaction, customer service, or service-recovery performance.
- Working knowledge of patient registration, insurance eligibility, scheduling, referrals, authorizations, and point-of-service collections.
- Experience with electronic health record and practice-management systems.
- Demonstrated ability to coach employees, manage conflict, and address performance concerns.
- Strong written, verbal, interpersonal, organizational, and presentation skills.
- Ability to analyze operational and patient-experience data and develop measurable improvement plans.
Preferred Qualifications- Master's degree in healthcare administration, business administration, management, or a related field.
- Experience overseeing front-desk operations across multiple ambulatory practices or medical entry points.
- Experience with Epic or a comparable electronic health record system.
- Certified Patient Experience Professional, Certified Healthcare Access Manager, Lean, Six Sigma, or project-management certification.
- Experience developing patient-service training and employee competency programs.
- Experience leading workflow redesign or organizational change.
