Virtual Front Desk Manager

Summary

Join our team as a Virtual Front Desk Manager and oversee all Virtual Front Desk Coordinators (VFDCs). You will ensure accurate and efficient front desk operations, maintain compliance, and act as a liaison between clients and staff. Key responsibilities include managing staffing, schedules, performance metrics, and communication. You will also provide training, monitor performance, and handle client relations. This remote position offers flexible hours and requires strong leadership, communication, and technical skills within a healthcare setting. Success in this role will contribute significantly to the overall success of the clinic's front desk operations and the VFD team.

Requirements

• Proven experience in managing virtual teams, preferably within a healthcare or medical office setting
• Strong leadership skills and the ability to motivate, manage, and develop a team of virtual coordinators
• In-depth knowledge of front desk operations, insurance verification, and medical billing procedures
• Strong communication skills, both written and verbal, to ensure clarity and understanding with team members, clients, and senior leadership
• Exceptional organizational and multitasking abilities
• Ability to monitor performance metrics and ensure team members are meeting or exceeding expectations
• Familiarity with virtual communication tools, project management platforms (e.g., Asana), and software like Hubstaff and Queue Metrics
• Proficient in using Electronic Medical Record (EMR) systems
• Ability to troubleshoot and resolve technology-related issues in a virtual environment

Responsibilities

• Manage all Virtual Front Desk Coordinators to ensure accuracy, efficiency, and compliance with company practices and insurance updates
• Foster a positive and cooperative team environment
• Ensure staff is updated on front desk practices and insurance changes, providing training as necessary
• Track the efficiency, production, and quality assurance of all VFD staff to ensure they meet company guidelines
• Provide weekly clinic front desk stats and MAP reports to the VFD Director
• Deliver daily “morning huddle” reports, mid-day check-ins, and end-of-day reports to senior leadership
• Coordinate VFD schedules, monitor and approve PTO requests, and arrange coverage when employees call in sick or need assistance
• Act as the primary point of contact for VFD clients, ensuring their practices’ growth and success
• Provide exceptional client support and maintain strong communication
• Conduct weekly one-on-one meetings with each VFD team member to assess employee satisfaction and provide support
• Maintain high morale within the team, ensuring that all team members understand expectations and are aligned with company goals
• Run weekly staff meetings with assigned VFD team
• Host monthly Board of Directors (BOD) meetings with assigned clinics
• Thoroughly onboard new hires in coordination with the VFD trainer, following the post-onboarding checklist
• Assist with troubleshooting technology issues to ensure smooth virtual operations
• Assess current volume and staffing levels to ensure that goals are met, and adjust staffing as necessary

Benefits

• This is a remote, virtual position with flexible working hours, but it requires availability during office hours for meetings and communication with the team
• Must have a reliable internet connection and access to necessary technology to perform duties effectively