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.