Duties Leadership and Staff Development:

Supervise, support, and coach front desk staff. Make sure the front desk is appropriately staffed to meet the needs of the clinic. Prepare staff schedules and arrange coverage for planned and unexpected absences. Maintain current and future front desk schedules. Welcome, orient, and train new front desk employees. Provide ongoing coaching and feedback to help employees grow and succeed. Create a culture of teamwork, accountability, professionalism, and exceptional customer service. Hold staff accountable for attendance, performance, customer service, and department expectations. Recognize employees for doing great work and address performance concerns promptly and respectfully. Provide feedback to the Administrator for employee performance evaluations. Lead by example with a positive attitude, flexibility, professionalism, and a willingness to jump in wherever help is needed.

Customer Service:

Set the standard for exceptional customer service in every interaction. Greet every family with warmth, kindness, professionalism, and genuine enthusiasm. Make sure families feel welcomed, heard, respected, and cared for from the moment they contact Milestones. Coach the front desk team to provide the same level of service with every patient and every phone call. Handle questions and concerns with patience, empathy, and good judgment. Resolve problems whenever possible and involve the Administrator when needed. Help create an environment where families can truly hear the smile in our voices.

Operations:

Maintain and improve front desk workflows so the department operates efficiently and accurately. Look for opportunities to simplify processes and improve the patient experience. Stay aware of what is happening throughout the day and address problems before they become bigger issues. Work with the scheduling team to help meet weekly visit goals and maximize patient access. Make sure daily and weekly responsibilities are completed according to department checklists. Assist the Administrator and Clinical Director in monitoring therapist schedules to maximize clinic coverage. Ensure patient information, scheduling, and front desk processes are accurate and complete. Stay current on Prompt, Weave, and other system updates and share important information with the team. Serve as the communication link between the front desk, Administrator, and Clinical Director. Provide regular updates to the Administrator regarding staffing, workflow, operational concerns, and department goals. Maintain confidentiality of patient, employee, and company information. Adjust quickly when priorities change while keeping the front office organized, efficient, and welcoming. Perform other duties as assigned.

Qualifications:

Fluent in both English and Spanish, with the ability to communicate clearly and professionally with patients, families, physicians, and staff. At least three years of supervisory or management experience, preferably leading a busy customer service or medical front office. A proven ability to lead a team in a fast-paced, high-volume environment. A genuine passion for customer service and helping people. A naturally warm, positive communication style. Families should feel welcomed whether they are standing at the front desk or speaking with you on the phone. Strong leadership, coaching, conflict resolution, and decision-making skills. Emotionally intelligent with the ability to build trust, give constructive feedback, and handle difficult situations with professionalism and respect. Organized, dependable, and able to manage multiple priorities without losing attention to detail. Self-motivated and proactive. Doesn't wait for problems to be discovered by someone else. Excellent verbal and written communication skills. High school diploma or equivalent required. Previous medical office experience preferred. Knowledge of medical terminology and healthcare scheduling processes preferred. Experience using electronic medical records, scheduling software, and Microsoft Office applications preferred.

Supervisory Responsibilities:

Direct supervision of all front desk staff. Responsible for employee scheduling, onboarding, training, coaching, workflow oversight, and performance management. Provide input regarding hiring, employee development, disciplinary actions, and performance evaluations.

Pay:

$14.60 - $22.46 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Referral program Vision insurance

Work Location:

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