Senior Manager of Front Desk Operations and Patient Experience

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.