Front End Director - Multidisciplinary Out-of-Network Medical Practice

Overview

Multidisciplinary, High-Performance Out-of-Network Medical Practice

Compensation: $85,000–$95,000 base salary, plus performance-based bonus and growth incentives

Schedule: Full-time

Location: On-site

About Us

Madison Medical is a premier multidisciplinary sports medicine and wellness practice delivering world-class, out-of-network care. We combine advanced medical treatment, personalized rehabilitation, and concierge-level service. Our team includes top physicians, specialists, and therapists, and we operate with a strong emphasis on quality, accountability, and patient experience.

We are building a high-performance front-end operation and are seeking an exceptional Front End Director to lead it.

The Front End Director is a senior leadership role responsible for overseeing all patient-facing, front-end, and patient access operations. This individual leads Patient Liaisons and front desk staff while owning the systems, workflows, performance standards, and accountability that drive an elite patient experience.

This role requires a highly tech-savvy, decisive, and emotionally intelligent leader who thrives in fast-paced environments, is comfortable with direct communication and necessary confrontation, and can coach teams to perform at a consistently high level.

This is not a front desk role. This is an operations and people leadership position with real authority, responsibility, and impact.

• Lead, manage, and develop all front-end and patient liaison staff.
• Set clear expectations, performance metrics, and behavioral standards.
• Act as an accountability coach—addressing underperformance directly, constructively, and promptly.
• Conduct ongoing performance feedback, training, and development.
• Build a culture of ownership, urgency, professionalism, and excellence.

• Own the full patient access and onboarding experience from first contact through ongoing care.
• Ensure a consistently concierge-level experience across all patient interactions.
• Address and resolve patient concerns with professionalism, empathy, and decisiveness.
• Maintain the highest standards of discretion and confidentiality.

• Oversee scheduling operations, provider calendars, patient flow, and front desk execution.
• Design, optimize, and enforce workflows to ensure efficiency, accuracy, and scalability.
• Ensure accurate EMR documentation, referral tracking, and compliance with privacy standards.
• Partner closely with clinical, billing, and administrative teams to ensure seamless coordination.

• Serve as the front-end technology leader for the practice.
• Ensure all staff are proficient in CureMD (preferred), Microsoft Outlook, Teams, Ring Central, SharePoint, Izenda, and related platforms.
• Lead onboarding and ongoing training for new hires, with a strong emphasis on systems and technology.
• Stay current on emerging technologies, automation, and AI tools; identify and implement opportunities to improve efficiency and performance.
• Translate complex systems into clear, repeatable processes.

• Ensure front-end teams are highly competent in out-of-network insurance education and benefit explanation.
• Oversee patient financial conversations to ensure clarity, confidence, and alignment with the practice’s cash-pay and OON model.
• Maintain accuracy, transparency, and professionalism in all financial communications.

• Track and manage KPIs related to patient engagement, retention, scheduling efficiency, and team performance.
• Use data to identify gaps, trends, and opportunities for improvement.
• Drive continuous improvement in patient experience and operational execution.
• Support leadership in scaling front-end operations as the practice grows.

• 7+ years of experience in high-end, fast-paced medical environments (multidisciplinary, concierge, or out-of-network practices strongly preferred).
• Proven leadership experience managing patient-facing teams with accountability.
• Strong understanding of out-of-network insurance
  , patient financial counseling, and complex care…