Regional Front Desk Operations Manager - 7 Locations, South Florida in Pompano Beach, Florida at Brazilian Clinic

About Medstation

Medstation is a fast-growing, patient-centered primary care group with 7 clinics across South Florida. We provide same-week access, evening and Saturday hours, and high-touch bilingual care (English / Spanish / Portuguese). Our mission is simple: make quality primary care accessible, affordable, and human. We are now hiring a regional leader to own the front door of our practice and deliver a consistent 5-star experience at every location.

Role Summary

The Regional Front Desk Operations Manager owns all front office operations across our 7 locations. You will lead, standardize, and optimize every patient touchpoint from first phone call to check-out. You will build SOPs, lead site leads, and travel regularly to audit, coach, and solve problems. This is a hands-on, multi-site operator role - not a desk job.

Key Responsibilities

• Multi-Site Front Office Leadership: Oversee daily front desk operations for 7 clinics. Standardize workflows for check-in, check-out, phones, scheduling, and patient flow. Conduct weekly site audits.

• Patient Access & Experience: Own KPIs: 3rd Next Available <7 days, Phone Abandon Rate <7%, No-Show Rate <8%, Co-Pay Collection >95%, Google Review average >4.7. Lead service recovery and patient de-escalation.

• Staffing, Training & Performance: Hire, train, and manage 14-20 front office staff. Create onboarding checklists, phone scripts, and competency tests. Build float pool for PTO/call-out coverage. Run weekly huddles and monthly trainings.

• Front-End Revenue Cycle: Ensure 95%+ eligibility verified 48 hours prior. Ensure accurate demographic entry, referral status, and time-of-service collections. Partner with Billing Coordinator to keep front-end denial rate <7%. Own daily cash reconciliation.

• Operational Excellence & Compliance: Maintain HIPAA, OSHA, and front-office compliance. Maintain provider templates, closure calendars, and EHR scheduling rules. Own front desk dashboard and monthly reporting to leadership.

• Value-Based Care Support: Partner with Clinical Lead to support AWV, CCM, and TCM enrollment via front desk workflows and referral closure tracking

Qualifications

• 5+ years managing front office / patient services in healthcare, with 2+ years managing MULTIPLE sites required

• Proven experience leading 15+ staff across locations - primary care, urgent care, or multi-specialty preferred

• Expert in EHR/PM systems (eClinicalWorks, Athenahealth, Elation, or similar) + eligibility tools (Availity, Waystar)

• Strong knowledge of insurance verification, POS collections, and front-end denial prevention

• Bilingual English / Spanish REQUIRED - Portuguese a strong plus (per our patient population)

• Valid driver's license, reliable vehicle, and ability to travel daily across Broward, Miami-Dade, and Palm Beach • Highly organized, hospitality-driven, and comfortable building SOPs from scratch

Preferred Skills

• Experience with value-based care metrics: AWV, CCM, risk adjustment, referral closure

• Experience implementing phone systems / reminder systems (Weave, Klara, Phreesia, etc.)

• Comfortable with Excel/Sheets: staffing models, KPI dashboards, labor cost tracking

• Experience scaling from 3-5 to 7+ locations

What Success Looks Like in 90 Days

• All 7 Medstation sites running the same check-in/out SOP with 95%+ eligibility verified 48hrs prior

• Phone abandon rate under 7% and collections at time of service over 95%

• Fully staffed front desk with trained float coverage and zero unplanned closures

• Live dashboard for daily visibility on no-show, collections, eligibility, and patient complaints

Medstation Primary Care is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We serve a diverse community and bilingual talent is highly valued.