Job Summary
Lead daily operations of a fast-paced urgent care focused on efficient, high-quality patient care. Own the front-desk Real-Time Eligibility (RTE) and registration workflow, supervise the medical assistant and front-desk teams, manage supply ordering and vendor relationships, and partner with the Medical Director on quality, compliance, and growth. Help drive business development — particularly occupational medicine contracts — as the clinic scales.
Core Responsibilities
Operations & Team Leadership
- Supervise, evaluate, and develop all non-provider staff: medical assistants, x-ray techs, front-desk medical receptionists, and other roles
- Lead daily huddles, staff meetings, and in-service training programs
- Recruit, hire, and onboard new team members
- Partner with the Medical Director to ensure consistent, high-quality care delivery
- Resolve patient and staff concerns; monitor patient satisfaction and act on feedback
Front-Desk RTE & Revenue Cycle
- Own the Real-Time Eligibility (RTE) workflow — verify accuracy of insurance capture at registration, coach registrars on common error patterns, and drive RTE accuracy toward 98%+
- Ensure complete, accurate charge capture on every patient
- Oversee point-of-service collections (copays, self-pay, card-on-file)
- Partner with our billing vendor on denial trends, aged AR, and timely-filing performance
- Review front-desk procedures and accuracy of all financial transactions
Supply Chain & Vendor Management
- Own McKesson SupplyManager ordering — set par levels, run weekly reorder cadence, prevent stockouts
- Manage relationships with McKesson, lab partner, equipment vendors, and facility services
- Ensure adequate stock of medical and janitorial supplies; maintain facility cleanliness and safety
Business Development (with MD partnership)
- Help identify and pursue occupational medicine contracts (trucking, construction, manufacturing, municipal employers in Plymouth/Norfolk County)
- Support outreach to local employers for DOT physicals, drug screens, pre-employment exams, and workers' comp partnerships
- Track patient volume trends and contribute to marketing/growth initiatives with our agency partner
Tech & Performance
- Fluent operator of our EMR (Experity) — comfortable navigating, troubleshooting, and training others
- Strong Excel skills (filters, basic formulas, pivot tables) — you'll work with dashboards covering door-to-door time, RTE accuracy, denial rate, DSO, and patient volume
- Monitor clinic performance metrics weekly and translate them into action plans
- Ensure staff compliance with company policies, HIPAA, and state/federal regulations
Qualifications
- 2+ years supervisory experience in a medical office, urgent care, or healthcare operations setting
- Fluent with at least one healthcare EMR (Experity strongly preferred; Athena, eClinicalWorks, NextGen, Epic acceptable)
- Comfortable with Microsoft Excel, Outlook, and Word
- Strong written and verbal communication
- Demonstrated ability to manage multiple priorities in a fast-paced environment
Strongly Preferred
- Bachelor's degree (healthcare administration, business, or related field)
- Clinical or medical office background — prior Medical Assistant, Lead MA, or Front Desk Supervisor experience highly valued
- Familiarity with revenue cycle concepts (RTE, denials, AR aging, timely filing)
- Prior B2B / sales / account management experience — especially in healthcare, workers' comp, or occupational medicine
- Bilingual (Spanish or Haitian Creole / Portuguese a plus given our patient mix)
Mindset we're looking for
- Tech-savvy and process-oriented — you naturally look for a better way to run things
- Comfortable rolling up your sleeves: as a single-site clinic, you'll do both leadership work and hands-on operational work
- Growth mentality — you treat the clinic's KPIs as personal
- Curious and collaborative — you'll work directly with the Medical Director and learn alongside us
Compensation
$30.00 – $37.00 per hour, depending on experience, plus performance bonus tied to RTE accuracy, denial rate, patient satisfaction, and clinic growth metrics.
PS: It’s All About You!
American Family Care has pioneered the concept of convenient, patient-centric healthcare. Today, with more than 250 clinics and 800 in-network physicians caring for over 6 million patients a year, AFC is the nation's leading provider of urgent care, accessible primary care, and occupational medicine. Ranked by Inc. magazine as one of the fastest-growing companies in the U.S., AFC's stated mission is to provide the best healthcare possible, in a kind and caring environment, while respecting the rights of all patients, in an economical manner, at times and locations convenient to the patient.
If you are looking for an opportunity where you can make a difference in the lives of others, join us on our mission. We invite you to grow with us and experience for yourself the satisfying and fulfilling work that the healthcare industry provides.
Please note that a position may be for a company-owned or franchise location. Each franchise-owned and operated location recruits, hires, trains, and manages their own employees, sets their own employment policies and procedures, and provides compensation and benefits determined by that franchise owner. Company-owned locations provide a comprehensive benefits package including medical, dental, vision, disability, life insurance, matching 401(k), and more.
We are an Equal Opportunity Employer.