Senior Manager of Front Desk Operations - Registration and Insurance Training

Senior Manager of Front Desk Operations - Registration and Insurance Training

Capital Medical Group | Independence Physician Management (IPM), a UHS Subsidiary

Location: -2150 Pennsylvania Ave NW -Washington, DC
Work Setting: Onsite

Capital Medical Group is a newly acquired physician practice group within Independence Physician Management (IPM), a subsidiary of UHS. At Capital Medical Group, our mission is simple but powerful: to provide personalized, innovative, equitable, and high-quality care that improves the lives of our patients and their families. As a large multi-specialty physician practice in the region, we support more than 50 medical and surgical specialties through a network of hospitals and care locations, including GW Hospital, Cedar Hill Regional Medical Center, GW Urgent Care, and affiliated sites throughout the DMV.

Why Join Capital Medical Group?
This is an opportunity to make a meaningful impact in a growing healthcare organization where your work directly supports the patient experience and delivery of high-quality care. You will join a collaborative team that values innovation, accountability, teamwork, and excellence.

What We Offer
Joining Capital Medical Group means becoming part of a mission-driven healthcare organization committed to excellence, innovation, and growth. We offer:

• A challenging and rewarding work environment
• Competitive compensation and generous paid time off
• Medical, dental, vision, and prescription drug plans
• 401(k) with company match and discounted stock plan
• SoFi student loan refinancing program
• Educational assistance and development programs
• Career advancement opportunities across UHS and its 300+ subsidiaries

The Senior Manager of Front Desk Operations - Registration and Insurance Training provides operational leadership for an assigned portfolio of medical entry points and leads the development, implementation, and evaluation of registration and insurance training across the company. Reporting to the Director of Medical Front Desk Operations, this position ensures front-desk employees have the knowledge, skills, and resources necessary to accurately register patients, verify insurance, identify coverage discrepancies, document coordination of benefits, and support effective front-end revenue-cycle processes. The Senior Manager oversees daily front-desk performance within assigned locations while establishing consistent training programs, competency assessments, reference materials, and quality-review practices across all 25 medical entry points and other company teams performing registration and insurance functions.
This role partners with the Senior Manager of Front Desk Operations and Patient Experience, Revenue Cycle, practice leadership, Information Technology, Compliance, and organizational education teams to improve registration accuracy, reduce preventable denials, and support a coordinated patient experience.

Essential Responsibilities

• Develop and maintain a standardized registration and insurance training program for new and existing employees across the company.
• Establish role-specific learning pathways for front-desk representatives, schedulers, call-center employees, supervisors, and managers.
• Deliver instructor-led, virtual, hands-on, and scenario-based training appropriate to employee responsibilities.
• Create structured onboarding, refresher education, cross-training, and targeted retraining programs.
• Maintain an annual training calendar and coordinate participation with operational leaders to preserve patient-service coverage.
• Develop train-the-trainer resources and support designated site-based trainers or subject-matterexperts.
• Update educational content in response to validated payer changes, system updates, audit findings, denial trends, and organizational policies.
• Maintain a centrally accessible, version-controlled collection of procedures, job aids, workflow guides, and reference materials.
• Evaluate whether training improves employee competency and operational outcomes, not solely course completion.
• Establish and teach consistent procedures for patient identification, demographic collection, account creation, and registration updates.
• Reinforce accurate entry of patient names, dates of birth, addresses, contact information, guarantor relationships, and other required fields.
• Train employees to search existing records appropriately and escalate potential duplicate records through approved workflows.
• Standardize collection and documentation of insurance information, required consents, and supporting documents
• Develop training on insurance terminology, common plan types, payer identification, member and group numbers, subscriber relationships, and effective dates.
• Teach employees how to interpret eligibility responses and recognize when additional verification or escalation is required.
• Reinforce that eligibility verification does not guarantee coverage or payment.
• Train employees to distinguish active coverage from benefit limitations, network participation, referral requirements, and prior-authorization requirements.
• Provide education on coordination of benefits, primary and secondary coverage, and accurate insurance filing order using approved payer and organizational guidance.

Minimum Qualifications

• Bachelor's degree in healthcare administration, business administration, education, or a related field, or an equivalent combination of relevant education and experience as permitted by organizational policy.
• Five years of progressively responsible experience in patient access, registration, insurance verification, front-end revenue cycle, or ambulatory operations.
• At least three years of leadership experience supervising employees, supervisors, or operational teams.
• Demonstrated experience developing and delivering registration or insurance training.
• Strong knowledge of insurance eligibility, benefits, coordination of benefits, payer identification, referrals, authorization workflows, and point-of-service financial processes.
• Experience with electronic health record and practice-management systems.
• Ability to develop training materials, assess competency, conduct audits, and evaluate performance data.
• Strong facilitation, coaching, communication, organizational, and problem-solving skills.

Preferred Qualifications

• Master's degree in healthcare administration, business administration, education, or a related field.
• Experience managing front-desk operations across multiple ambulatory practices.
• Experience implementing company-wide training or competency programs.
• Experience with Epic registration and insurance workflows.
• Certified Healthcare Access Manager or another relevant patient-access, revenue-cycle, training, or process-improvement credential.
• Experience using learning-management systems and adult-learning methods.
• Demonstrated success reducing registration errors or preventable front-end denials

About Universal Health Services

One of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues during 2025 were $17.4 billion. In 2026, UHS was again recognized as one of Fortune World's Most Admired Companies and in 2025, was listed in Forbes ranking of America's Largest Public Companies. Headquartered in King of Prussia, PA, UHS has approximately 101,500 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 40 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom. For additional information visit www.uhs.com.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

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