Front Desk Manager

Position Summary

The Front Desk Manager is responsible for overseeing all patient access functions at the

Community Health Center, ensuring efficient, compassionate, and compliant front-office

operations. This role manages the registration team and oversees insurance verification,

Medicaid application assistance, and co-payment collection processes. The Front Desk Manager

plays a critical role in optimizing patient flow, improving access to care, and ensuring accurate

revenue cycle front-end practices while maintaining exceptional customer service standards.

Essential Duties and Responsibilities

Leadership & Team Management

Supervise, coach, and evaluate front desk staff, including registration, insurance

verification, and eligibility specialists.

Provide onboarding, training, and ongoing performance feedback to ensure staff

competency and consistency.

Develop staff schedules to ensure adequate coverage and efficient clinic operations.

Foster a patient-centered, respectful, and collaborative work environment.

Address staff concerns, manage corrective actions, and support professional

development.

Patient Registration & Access

Oversee accurate and timely patient registration, demographic updates, and

documentation collection.

Ensure compliance with organizational policies, HIPAA, and regulatory requirements.

Monitor patient flow and implement strategies to reduce wait times and improve access.

Serve as escalation point for complex patient concerns or service issues.

Insurance Verification & Eligibility

Ensure timely insurance verification and eligibility determination prior to or at time of

service.

Monitor authorization processes and troubleshoot coverage discrepancies.

Maintain current knowledge of payer requirements and communicate updates to staff.

Collaborate with billing and clinical teams to minimize denials and registration-related

errors.

Medicaid Applications & Financial Assistance

Oversee completion and submission of Medicaid applications and related eligibility

programs.

Ensure staff provide accurate guidance to patients regarding coverage options and

required documentation.

Track application status and outcomes, ensuring follow-up with patients as needed.

Support patients and team in understanding financial assistance programs and sliding fee

scales.

Co-Payment Collection & Front-End Revenue Integrity

Ensure consistent collection of co-payments and outstanding balances at time of service

in accordance with policy.

Monitor daily cash collections, balancing, and reconciliation processes.

Review reports to identify trends, gaps, and opportunities for improvement in front-end

revenue.

Maintain internal controls related to cash handling and financial transactions.

Operations, Quality & Reporting

Track key performance indicators (KPIs) such as registration accuracy, verification

timeliness, Medicaid conversion rates, co-pay collections, and patient satisfaction.

Prepare reports and present findings to leadership.

Lead quality improvement initiatives related to patient access and front desk operations.

Participate in audits and implement corrective actions as needed.

Collaborate with clinic leadership to support organizational goals.

Qualifications

Education & Experience

Bachelor's degree in Healthcare Administration, Business Administration, or related field

preferred.

Minimum of 3-5 years of experience in healthcare front desk/patient access operations.

At least 2 years of supervisory or management experience required.

Experience in a community health center or FQHC strongly preferred.

Knowledge, Skills, and Abilities

Strong knowledge of patient registration, insurance verification, Medicaid enrollment,

and co-payment processes.

Familiarity with Medicaid programs and eligibility requirements.

Excellent leadership, communication, and conflict-resolution skills.

Proficiency with electronic health records (EHR) and practice management systems.

Strong organizational and analytical abilities with attention to detail.

Ability to work in a fast-paced, mission-driven environment.

Commitment to providing compassionate, culturally competent care.

Physical Requirements

Ability to sit or stand for extended periods.

Occasional lifting up to 25 pounds.

Frequent use of computers and office equipment.

Working Conditions

Primarily clinic-based with regular interaction with patients and staff.

May require some weekends based on clinic needs.