Virtual Front Desk Manager

Job Description

Overview:
The Virtual Front Desk Manager is responsible for overseeing all Virtual Front Desk Coordinators (VFDCs), ensuring the accuracy and efficiency of front desk operations, and maintaining compliance with company policies and insurance regulations. This role acts as the liaison between VFD clients and staff, working to foster a collaborative, productive environment while supporting the overall success of the clinic's front desk operations. The Virtual Front Desk Manager will play a key role in the success of the VFD team by managing staffing, schedules, performance metrics, and ensuring consistent communication between team members and clinics.

Key Responsibilities:

• Team Management:
  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.
• Staff Training & Education:
  Ensure staff is updated on front desk practices and insurance changes, providing training as necessary.
• Performance Monitoring:
  Track the efficiency, production, and quality assurance of all VFD staff to ensure they meet company guidelines. Use tools such as:
• Hubstaff
• Queue Metrics (for phone call monitoring and volume)
• Stat tracking
• Client file tracking tabs (Referral/VOB, Auth, Visit Limit, Voicemails, POC)
• EMR schedule reviews
• Virtual Sally check-ins
• Reporting & Communication:
  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.
• Scheduling & Coverage:
  Coordinate VFD schedules, monitor and approve PTO requests, and arrange coverage when employees call in sick or need assistance.
• Client Liaison:
  Act as the primary point of contact for VFD clients, ensuring their practices’ growth and success. Provide exceptional client support and maintain strong communication.
• Staff Support & Engagement:
  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.
• Meetings & Coordination:
• Run weekly staff meetings with assigned VFD team.
• Host monthly Board of Directors (BOD) meetings with assigned clinics.
• Onboarding & Training:
  Thoroughly onboard new hires in coordination with the VFD trainer, following the post-onboarding checklist.
• Technology Support:
  Assist with troubleshooting technology issues to ensure smooth virtual operations.
• Coverage & Performance Assessment:
  Assess current volume and staffing levels to ensure that goals are met, and adjust staffing as necessary.

Key Performance Indicators (KPIs):

• Staff & Client Retention:
• High staff morale and retention rates.
• Satisfied VFD clients who benefit from a collaborative, cohesive virtual environment.
• Financial & Operational Performance:
• Monthly VFD gross income (GI)
• Percentage of client retention
• Percentage of staff retention
• VFD payroll as a percentage of GI
• Clinic Performance Metrics:
• Patient volume and new patient intake
• Clinic efficiency and prescribed care adherence
• OTC collection percentage
• Unbilled list maintained below 20 items
• Referral conversion rate above 90% weekly
• Clinic Notebooks & Follow-Up Compliance:
• All voicemails returned within 1 hour.
• All dropped patients contacted at least 3 times.
• All new patient verifications of benefits (VOBs) completed within 24 hours.

Technical Requirements

Qualifications & Skills:

• 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.

Working Environment:

• 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.