Director of Front Desk Operations

Responsibilities Director of Front Desk Operations 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 Director of Front Desk Operations provides strategic and operational leadership for patient access and front-desk services across 25 medical entry points. This position leads two Senior Managers of Patient Access and is responsible for creating consistent, efficient, and patient-centered practices throughout the organization. The Director establishes performance standards, develops operating procedures, evaluates staffing needs, and ensures effective execution of registration, check-in, check-out, scheduling, insurance verification, referral coordination, and related patient-access functions. The role works closely with clinical leadership, practice management, revenue cycle, human resources, information technology, compliance, and other departments to improve the patient experience and support operational and financial performance. Qualifications Essential Responsibilities Provide strategic direction and operational oversight for front-desk and patient-access services across 25 medical entry points. Lead, coach, and evaluate two Senior Managers of Patient Access, establishing clear responsibilities, goals, and performance expectations. Develop a consistent operating model while recognizing the unique clinical and operational requirements of individual specialty practices. Translate organizational priorities into measurable patient-access and front-desk objectives. Promote a culture of accountability, collaboration, professionalism, and continuous improvement. Serve as the primary leadership resource for complex or escalated front-desk operational matters. Provide strategic direction and operational oversight for front-desk and patient-access services across 25 medical entry points. Lead, coach, and evaluate two Senior Managers of Patient Access, establishing clear responsibilities, goals, and performance expectations. Develop a consistent operating model while recognizing the unique clinical and operational requirements of individual specialty practices. Translate organizational priorities into measurable patient-access and front-desk objectives. Promote a culture of accountability, collaboration, professionalism, and continuous improvement. Serve as the primary leadership resource for complex or escalated front-desk operational matters. Review staffing requests and make recommendations based on patient volume, workload, service expectations, and organizational priorities. Develop succession plans and leadership-development opportunities for managers, supervisors, and team leads. Ensure employee performance issues are addressed consistently, promptly, and in accordance with organizational policies Minimum Qualifications Bachelor's degree in healthcare administration, business administration, management, or a related field. Seven years of progressively responsible experience in patient access, clinical front-desk operations, ambulatory practice management, revenue cycle, or healthcare operations. At least five years of leadership experience, including experience managing managers or leaders responsible for multiple teams or locations. Demonstrated experience standardizing operations across a complex, multi-site healthcare environment. Strong knowledge of patient registration, insurance eligibility, scheduling, referrals, authorizations, cash at the time of service collections, and front-end revenue-cycle processes. Experience using an electronic health record and practice-management system (EPIC). Demonstrated ability to analyze performance data and develop measurable improvement plans. Strong written, verbal, interpersonal, presentation, and conflict-resolution skills. Preferred Qualifications Master's degree in healthcare administration, business administration, management, or a related field. Experience overseeing patient-access operations across 20 or more entry points, practices, or departments. Experience with Epic or a comparable electronic health record system. Lean, Six Sigma, project-management, or patient-access certification. Experience leading large-scale workflow redesign, system implementation, or organizational change. Knowledge of ambulatory healthcare operations and revenue-cycle performance improvement. 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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