Medical Center Manager

Location: Blanding

We’re unique. You should be, too.
     We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?
     We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.
     The Front Desk Supervisor, functioning under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, is responsible for organizing and directing the work of the front desk staff, coordinating staff activities and schedules to ensure effective patient care services are provided, and ensuring quality standards are met. Trains, guides and supports Care Facilitators to ensure organizational front desk standards are met and that they have the tools and resources they need to effectively perform their duties.

Leads front office center operations including, quality, compliance, human resources, patient experience, and direct supervision of employees. Leads the VIP customer experience from center entry to exit by ensuring our patients and their family members have a pleasant and memorable experience every visit and with every interaction. Establishes and maintains strong professional relationships with internal work partners and external customers;

and through strict adherence of established center guidelines and standards provides the best solutions and options for our patients in support of the overall center experience.
     ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
     Leads a team of Care Facilitators and other front desk staff. Supervisory tasks included but not limited to setting performance goals, developing top talent, and implementing progressive improvements when needed.
     Engagement and Development:
     Instills Chen Med values and behaviors
     Builds culture and strong engagement
     Promotes team member retention
     Provides clear onboarding expectations
     Promotes team member development and retention by performing regular facilitated coaching and leadership rounding with front desk team members
     Operational Excellence:
     Consistently executes the core model and follows the Center Playbook procedures
     Exhibits a strong understanding of the importance of adhering to core model execution by leading engagement and development, operational excellence and scheduling optimization
     Understands philosophy of patient flow metrics and efficiencies and shares the desired outcomes with all front desk team members
     Maintains focus on patient retention and positive customer experience and is available and accessible to both team members and patients
     Scheduling Optimization:
     Adheres to enterprise scheduling templates and ensures 100% of patients are assigned and scheduled
     Top 40 and risk score 70+ patients scheduled at least bi-weekly
     IP/ER discharge follow-up scheduled immediately with daily follow-up
     Partners with growth team to ensure THV-EE and CMAP scheduling is 100% completed
     Ensures care facilitators have the resources needed and clearly defined priorities readily available to them to promote daily success.
     As supervisor, serves as a primary contributor in hiring and selection of Care Facilitators and other front desk staff.
     Front Desk Ambassador:
     Helping patients in and out of their vehicles
     Opening the door
     Checking in on patients who have been waiting longer than 10 minutes. Give them updates.
     Engaging patients and Overall Patient Experience
     Mary's Cafe being up front and accessible to patients and always stocked
     Ensures OSHA, clinical and quality standards of Chen Med are met by monitoring performance and implementing corrective
     action plans when needed.
     Serves as first point of contact and resolution for escalated patient issues/concerns/disputes.
     Supports PCP scheduling by ensuring appropriate blocks are in place and double/over/under booking does not occur. Ensure scheduling gaps are attended to and closed in a timely manner.
     Reviews ENS notifications…