Front Desk Manager

As the Front Desk Manager at Victory Men’s Health, you are the face of the clinic setting the tone the moment someone walks through the door. You’re not just managing a front desk; you’re leading the charge in orchestrating patient flow, ensuring operational excellence, and delivering a 5-star experience from start to finish.

This role sits at the intersection of hospitality, healthcare, and leadership. You’ll oversee everything from intake coordination, appointment scheduling, and patient follow-up to financial transactions, cross-team communication, and clinic presentation. You’re expected to be proactive—anticipating needs, solving problems before they arise, and keeping things running smoothly.

You lead with G.R.I.T—demonstrating a Growth Mindset, staying Receptive to feedback, upholding Integrity, and showing Tenacious Competitiveness in how you serve patients, support your team, and continually raise the bar.

In this role, you’ll:

Lead Scheduling & Flow

• Proactively manage the digital schedule in EHR, checking for duplicate appointments and optimizing provider time.
• Monitor for cancellations and openings; adjust appointments accordingly to keep the day running smoothly.
• Ensure all appointment reminders are sent and confirm required labs/forms are in place in advance of the patients consultation.
• Coordinate clinic flow by assisting with intake forms, rooming patients, guiding InBody scans, and delivering a smooth, 5-star experience.
• Apply a tenaciously competitive mindset—constantly seeking faster, more efficient ways to serve patients.

Own Financials & Treatment Plans

• Review the Accounts Receivable (A/R) report daily and resolve discrepancies.
• Close out appointments daily to ensure accurate financial records.
• Stay current on outstanding treatment plans: follow up with patients, collect payments, and cancel unpaid orders.
• Delete incorrect financial postings and ensure all completed treatment plans are scanned and properly documented, especially before end of day.
• Uphold integrity by maintaining accurate and compliant records at all times.

Champion Patient Care

• Guide patients through their full experience: portal setup, billing, product pickup, and expectations for next steps.
• Clearly communicate delivery timelines, lab work instructions, phone consult details, and Weave messaging access.
• Resolve patient questions within your scope—tracking orders, scheduling, billing issues—before escalating.
• Encourage patient reviews and survey participation.
• Stay receptive to patient concerns and team feedback to improve the patient experience.

Drive Retention & Follow-Up

• Track appointment statuses and document meaningful patient communication in the chart notes.
• Monitor EHR message center from patients and follow up promptly on incoming requests.
• Proactively reach out to patients by phone to keep them compliant with their treatment plan.
• Use a growth mindset to identify ways to improve patient retention and outcomes.

Ensure Operational Excellence

• Keep the lobby and front desk clean, stocked, and fully patient-ready.
• Open the clinic by powering on TVs/lights, prepping supplements, and setting up the InBody scale.
• Assist with patient rooming, portal setup, and scanning their documents.
• Support other clinics when needed if your location has capacity.
• Demonstrate proficiency with technology and Mac computers.
• Commit to continuous learning by staying engaged with resources like the Women Want Strong Men podcast and consistently scoring high on training quizzes.

Message Weekend Rotation

• Team members participate in a weekend messaging rotation to ensure patients have a consistent and reliable way to communicate with us outside of regular business hours. (Currently once per quarter)
• During assigned weekends, you are responsible for monitoring and responding to incoming patient inquiries, including questions, concerns, appointment requests, and supplement or medication orders.
• This consistent weekend communication sets the entire team up for success on Monday morning by reducing backlog and ensuring continuity of care.

Team Flexibility: While this document outlines the core responsibilities of the role, Victory operates with a strong team-first mindset. There may be times when you're asked to assist with tasks outside of your typical duties to support the clinic or teammates. Flexibility, adaptability, and a willingness to step up when needed are essential parts of our culture and commitment to excellence.

Our Front Desk Manager plays a vital role in delivering a first-class patient experience every day. This position demands focus, follow-through, and a team-first attitude. Your leadership sets the tone for the clinic and directly impacts how patients feel about their care.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off

Application Question(s):

• What motivates you?
• Do you read books or listen to podcasts? If so, what interest you?
• Why are you interested in Victory Men's Health?
• Do you consider yourself passionate about health and wellness? How does that show up in your day-to-day life?

Work Location: In person