Front Desk Concierge Manager in Madison, New Jersey at Madison Medical and Sports Rehabilitation Center

Front Desk Concierge Manager
Patient Experience, Team Leadership & Operations
Company: Madison Medical
Location: 345 Main Street, Madison, NJ (In Person)
Job Type: Full-Time, Salaried
Salary: $75,000 – $85,000 per year, plus KPI-based bonus eligibility
Schedule: Weekdays plus rotating Saturdays and Sundays, 9:00 AM – 1:00 PM
ABOUT MADISON MEDICAL
Madison Medical is a physician-led, multidisciplinary practice delivering high-level, integrated healthcare across primary care, pain and spine, chiropractic, sports and performance medicine, regenerative therapies, allergy, podiatry, internal medicine, and wellness optimization. We are building a modern healthcare organization designed for the future, not the past.
By uniting advanced diagnostics with collaborative specialty care, we provide precise, outcomes-driven treatment that addresses root causes, restores function, and supports long-term health. We operate at exceptionally high clinical and operational standards, prioritizing innovation, communication, and an exceptional patient experience.
We believe great care happens when humans and technology work together. AI, automation, and data are foundational tools we use to remove friction, reduce burnout, and support better clinical decision-making, never to replace clinical judgment.
POSITION OVERVIEW
Madison Medical is growing fast, and our front desk is the engine of that growth. We are seeking a Front Desk Concierge Manager to lead, train, and elevate our front desk concierge team while owning the patient experience from the first phone call to the final check-out.
This is a hands-on leadership role with two sides. On the patient side, you set the standard for every interaction in our lobby and on our phones. On the team side, you coach, train, and hold the front desk accountable, build a strong culture, and make sure every team member is certified, confident, and performing. You will also be the person who finds solutions: when a workflow breaks, a system is not working, or volume spikes, you diagnose the issue, fix it, and measure the result.
This role fits a natural leader and exceptional multitasker who is calm under pressure, highly technical, and motivated by measurable outcomes.
WHAT YOU WILL DO
Lead the Front Desk Team
• Supervise, coach, and support front desk concierge and liaison team members day to day
• Build and manage schedules, including weekend coverage, to keep the desk fully staffed
• Run daily huddles, set priorities, and keep the team aligned with clinical and billing teams
• Model and reinforce a positive, accountable, team-first culture
• Address performance issues directly and constructively, in partnership with HR
Own Training and Certification
• Manage mandatory training in Trainual, including assigning, tracking, and enforcing completion
• Run simulation and scenario-based training for check-in, check-out, phones, scheduling, and difficult patient situations
• Onboard and ramp new front desk hires using our Madison Standard training program
• Keep SOPs, playbooks, and workflows documented, current, and followed
Deliver an Exceptional Patient Experience
• Set and uphold the standard for a welcoming, professional, concierge-level experience
• Oversee check-in, check-out, intake, scheduling, and rebooking workflows
• Step in on escalations and resolve patient concerns quickly and professionally
• Help patients understand insurance benefits and out-of-network coverage
• Protect patient confidentiality and ensure HIPAA-compliant practices at all times
Drive Growth, Systems, and Results
• Support our goal of growing patient visit volume by improving scheduling, rebooking, and patient retention
• Track and report front desk KPIs, including call handling, abandonment rate, rebooking, new patient conversion, and collections at time of service
• Troubleshoot workflow and technology issues, identify root causes, and implement practical solutions
• Use AI tools and automation to improve speed, accuracy, and team efficiency
• Partner with clinical, billing, and leadership teams to improve patient flow across service lines
WHAT WE ARE LOOKING FOR
• 5+ years of patient-facing experience in a hospital, ambulatory, or private practice setting
• 2+ years of experience leading, supervising, or training a front desk or patient services team
• Exceptional multitasker who stays organized and composed in a high-volume environment
• Natural leader who can hold people accountable while building trust and morale
• Strong problem solver who is technical, resourceful, and focused on outcomes
• Working knowledge of insurance verification and out-of-network care models
• Clear, professional written and verbal communication
REQUIRED TECHNOLOGY EXPERIENCE
• EMR / practice management systems (CureMD experience a plus)
• Microsoft 365: Outlook, Teams, SharePoint, Word, and Excel
• AI platforms, including ChatGPT, Claude, and other major AI tools, used in a practical, everyday workflow
• Learning management systems (Trainual experience a plus)
• Cloud phone systems (RingCentral experience a plus)
WORK SCHEDULE (REQUIRED)
This is a full-time, in-person role with a consistent weekday schedule aligned to clinic hours. Weekend coverage is required: this role works rotating Saturdays and Sundays, 9:00 AM to 1:00 PM. Reliability and punctuality are essential.
COMPENSATION AND GROWTH
• Base salary of $75,000 to $85,000 per year, based on experience
• 3-month introductory (probationary) period
• After the introductory period, eligibility for KPI-based performance bonuses
• Annual performance review with opportunity for salary increase
BENEFITS
• 401(k)
• Medical, dental, and vision insurance
• Life insurance
• Paid time off
• Professional development and tuition reimbursement
• Employee referral program
• Free parking
EXPECTATIONS FOR ALL TEAM MEMBERS
• Follow documented workflows and use technology as designed
• Adapt quickly as systems evolve
• Accept feedback and apply it quickly
• Communicate without defensiveness
• Take ownership of results
ADDITIONAL COMPANY CONTEXT
Madison Medical is not a single-provider practice and not a traditional chiropractic office. We are a licensed multi-specialty ambulatory care facility with more than 15 integrated service lines, operating from multiple floors of dedicated clinical space with active buildout underway. Our model includes institutional-grade billing, recurring wellness and longitudinal care programs, and deep community partnerships with schools, athletic programs, police departments, and municipal organizations.
Madison Medical is not where we started. It is what we have built, and we are still building.