Senior Manager of Front Desk Operations and Patient Experience

Senior Manager of Front Desk Operations and Patient Experience

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 and Patient Experience provides operational leadership for front-desk and patient-access services across an assigned portfolio of medical entry points. Reporting to the Director of Medical Front Desk Operations, this position ensures that patients and families receive a welcoming, respectful, efficient, and consistent experience from arrival through departure.
The Senior Manager translates organizational patient-experience goals into daily front-desk practices. This position leads front-desk supervisors, team leads, and patient service representatives; monitors service and operational performance; resolves escalated patient concerns; and works with clinical and administrative leaders to improve patient flow.
The role is also responsible for registration quality, insurance verification, scheduling support, point-of-service collections, workforce management, employee development, and adherence to established policies and service standards.

Essential Responsibilities

• Champion a patient-first culture across all assigned medical entry points.
• Establish clear expectations for professional, compassionate, respectful, and efficient interactions with patients and families.
• Ensure patients receive consistent communication throughout the check-in, waiting, and check-out processes.
• Conduct regular observations of front-desk interactions and provide employees with timely coaching and feedback.
• Monitor patient satisfaction results, complaints, compliments, surveys, and service-recovery trends.
• Develop and implement improvement plans in response to patient feedback and performance data.
• Ensure patient concerns are acknowledged promptly, investigated appropriately, and resolved whenever possible.
• Personally manage sensitive or complex patient-experience concerns that require leadership involvement.
• Partner with clinical teams to improve communication regarding delays, scheduling changes, wait times, and next steps.
• Promote practices that respect patients' privacy, dignity, cultural backgrounds, communication needs, and accessibility requirements.
• Recognize employees who demonstrate exceptional service and model organizational values.
• Provide daily operational oversight for front-desk and patient-access activities across assigned entry points.
• Ensure consistent execution of patient check-in, check-out, registration, scheduling support, insurance verification, referral processing, consent collection, and payment collection
• Implement and reinforce standardized operating procedures established by the Director.
• Conduct routine site visits and operational assessments to identify workflow gaps and service concerns
• Lead, coach, and evaluate front-desk managers, supervisors, team leads, and other assigned employees.
• Establish measurable goals and performance expectations that align with departmental and organizational priorities.
• Hold leaders and employees accountable for patient-service standards, registration quality, productivity, attendance, and professional conduct.
• Conduct regular leadership meetings, individual coaching sessions, and performance reviews.

Minimum Qualifications

• Bachelor's degree in healthcare administration, business administration, hospitality management, communications, nursing, 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 medical front-desk operations, patient access, patient experience, ambulatory practice management, hospitality, or healthcare operations.
• At least three years of leadership experience managing supervisors, team leads, or multidisciplinary front-desk teams.
• Demonstrated experience improving patient satisfaction, customer service, or service-recovery performance.
• Working knowledge of patient registration, insurance eligibility, scheduling, referrals, authorizations, and point-of-service collections.
• Experience with electronic health record and practice-management systems.
• Demonstrated ability to coach employees, manage conflict, and address performance concerns.
• Strong written, verbal, interpersonal, organizational, and presentation skills.
• Ability to analyze operational and patient-experience data and develop measurable improvement plans.

Preferred Qualifications

• Master's degree in healthcare administration, business administration, management, or a related field.
• Experience overseeing front-desk operations across multiple ambulatory practices or medical entry points.
• Experience with Epic or a comparable electronic health record system.
• Certified Patient Experience Professional, Certified Healthcare Access Manager, Lean, Six Sigma, or project-management certification.
• Experience developing patient-service training and employee competency programs.
• Experience leading workflow redesign or organizational change.

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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