Front Office Lead

About the Job

North Texas Center for Rheumatology is a well-established, physician-owned rheumatology practice with offices in Euless and Dallas. Our physicians are recognized among D Magazine's Best Doctors, and we're proud to provide bilingual, patient-centered care - including in-office musculoskeletal ultrasound - to a diverse community across the DFW mid-cities and Dallas. We're a collaborative, growing practice that values organization, accountability, and a great patient experience from the moment someone walks through the door.

We're looking for an experienced Front Office Lead to take ownership of our front desk operations. This is a hands-on leadership role - you'll work the front desk and lead it. You'll be the person who brings structure to check-in and check-out, builds the protocols our team follows, supervises and supports our front desk, scheduling, and call center staff, and serves as our in-house expert on insurance. This is not a full office manager position; it's a focused leadership role centered on front office operations and insurance, working closely with practice leadership. Because we operate two offices, flexibility to work at either location is essential.

If you're the kind of person who sees a disorganized process and immediately wants to fix it - and who genuinely understands how insurance works - this role is for you.

• Organize and run daily front desk operations across the patient journey. Greeting, check-in, check-out, scheduling, and phones.
• Build and enforce protocols. Create clear, written procedures for how each patient is checked in and out and hold the team to them consistently.
• Lead the insurance function at the front desk. Verify eligibility and benefits, manage and track referrals, obtain and track prior authorizations, understand commercial and Medicare plans, and ensure copays and patient responsibility are collected accurately and up front.
• Supervise and develop staff. Direct, train, and support the front office team - including front desk/reception, scheduling, and the call center; set expectations, provide coaching, and serve as the first point of escalation for complex patient and insurance issues.
• Improve workflows. Identify bottlenecks and inefficiencies, recommend improvements, and help implement smoother processes across both locations. Support accurate reimbursement. Ensure patient demographic and insurance information is captured correctly to support clean claims and proper reimbursement.

Required:

• 3+ years in a medical front office, with at least 1 year in a lead or supervisory capacity Strong, demonstrated knowledge of medical insurance eligibility/benefits verification, prior authorizations, and patient responsibility (copays, coinsurance, deductibles).
• Hands-on experience with an EHR/practice management system.
• Proven ability to create and enforce processes, and to hold a team accountable - Excellent organization, communication, and patient-service skills.
• Flexibility to work at either office, with reliable transportation to travel between our Euless and Dallas locations as needed.

Preferred:

• Bilingual (English/Spanish) - strongly preferred. Many of our patients are best served in Spanish, and this ability is a significant asset in this role.
• Experience in a specialty practice - rheumatology, and familiarity with biologics/infusion prior authorizations, specialty pharmacy coordination, or buy-and-bill - is a strong plus.
• Experience helping stand up or improve front desk protocols in a multi-provider or multi-location setting.

This role requires flexibility to travel to our Dallas office as needed - for example, to train staff or to provide front desk coverage.