Front Desk Manager

Overview

Who We Are: Central City Health (CCH) has been serving the under-housed and at-risk population in metro Detroit since 1972, by providing integrated healthcare services. Our services include primary and pediatric care, dental care, behavioral and SUD care, supportive housing, and community re-entry services, to name a few. In 2024, our President/CEO, Dr. Kimberly Farrow-Felton received the esteemed Healthcare Hero Award from Crain’s Detroit Business honoring her exceptional contributions to the health and well-being of our community.

Our Mission: To achieve wellness in the community by providing an array of primary and behavioral health care, housing, and substance abuse services with dignity and respect.

Our Core Values: CCH is guided by a set of values in fulfilling our mission.

• An environment that supports health and recovery.
• Person centered principles in the delivery of care.
• An environment characterized by cultural sensitivity, integrity, teamwork and trust.
• A commitment to service excellence and continuous quality improvement.
• Persons served take both an active part in their treatment and the organization.
• An atmosphere of welcoming and accessibility to people seeking our services that assures “no wrong door.”

• You Get

• 14 Paid Holidays Annually.
• 18 PTO Days (less than 1 Year; 27 Days on 1st Year Anniversary).
• Benefit Coverage after 30 Days:
  Medical/Dental/Vision/Short-term Disability.
• Company-Paid Life Insurance.
• Retirement Savings 403(b).
• Tuition Reimbursement.
• Continuing Education Allowance.

Working under the direct supervision of leadership, the Front Desk Manager will oversee front facing desk operations and ensure the Patient Access Representatives (PAR) deliver excellent customer service, handles requests and complaints efficiently, and maintains a professional image. The ideal candidate is detail-oriented, resourceful, and able to multitask in a fast-paced setting.

• Manage front desk operations/staff and supervision of delegation of assignments.
• Develops efficiency to enhance workflows/process improvements to accommodate patient growth.
• Ability to facilitate change, clarify assignments, establish priorities, develop scripts and translate intent to others.
• Provide staff with specific documented orientation including agency policies and call center procedures.
• Provide and facilitate ongoing staff education and training as it regards call center procedures.
• Responsible for staff understanding and adherence to scheduling /registration protocols.
• Responsible for ensuring that patients have a seamless appointment visit workflow.
• Communicate with patients regarding inquiries and complaints.
• Ensures patients’ rights are always maintained.
• Conduct effective resource planning to maximize productivity of staff & technology.
• Develop metrics and scorecards for call center and support staff.
• Works with stakeholders to ensure proper scheduling to achieve optimum care for our patients.
• Monitor staff to ensure compliance with quality goals/outcomes.
• Interview, hire & provide constructive feedback, including providing Corrective Action as needed.
• Partner with Leaders to create an effective and efficient Customer Service Model.

• Associate’s degree required.
• 5 years of progressive front desk operations experience required.
• Experience must be in a medical or public health setting required.
• 3 years of leadership or progressive supervisory experience required.
• Demonstrated Microsoft and EHR systems (i.e. Athena, e-Cris, etc.) experience.
• The ability to foster a patient-centered culture by promoting customer service policies and procedures.
• Ability to clarify assignments, establishes priorities and communicate effectively.
• Ability to plan, direct, coach, motivate and evaluate the work of others.
• Ability to collect data for reporting purposes, and coordinate resources to accomplish goals and objectives.
• Ability to collect data accurately and complete tasks within designated timelines.
• Exhibits excellent working relationships effectively communicating CCH's mission.
• Ability to maintain composure during stressful situations occurring as a result of workloads and/or deadlines.
• Ability to work…