Front Desk Lead

About Golden State Orthopedics & Spine

We're proud to be a leader in the orthopedic healthcare industry and one of the largest orthopedic practices in the Western United States. When you join our team, you become part of a dedicated group of professionals who have the resources, training, and expertise to deliver the most advanced orthopedic care to our patients.

About the Role

• The Front Desk Lead is responsible for overseeing daily front desk operations while ensuring exceptional patient service, accurate registration, appointment scheduling, and insurance processing. This role supports, trains, and guides front desk staff across multiple locations, handles patient concerns, and audits workflows to uphold performance standards. The Lead also collaborates closely with management and providers to ensure smooth clinic operations and can step into any front desk role or act as Supervisor when needed.

What You'll Do

Accurately registering patients by collecting required data, registering insurance, collecting co-pays, co-insurance, surgery deposits, and payments on accounts; scanning IDs and insurance cards; and obtaining updated signatures on all forms/electronic intakes

• Scheduling appointments accurately with the correct provider and obtaining any necessary authorizations, interpreters, or transportation
• Understanding insurance, deductibles, and coinsurance
• Processing medical records requests and payments
• Processing disability forms
• Uploading imaging on PACS/Joints
• Opening and closing the office each day
• Following appropriate dress code and presenting a professional image
• Adhering to policies and procedures in the performance of duties
• Ensuring knowledge of job responsibilities and asking questions when unsure
• Fostering a culture of outstanding patient service by showing courtesy in interactions with patients, physicians, and co-workers
• Entering consent forms and policies on a regular basis and adding expiration alert notes when the task has been completed
• Triaging patient care questions related to post-op, post-injury, infection, complications, etc.
• Working effectively with the team, physicians, and other staff
• Responding flexibly to changing demands
• Maintaining a flexible work schedule with the ability to work late on some days
• Complying with HIPAA and OSHA regulations
• Attending all regular meetings
• Performing all other tasks and projects assigned by upper management
• Understanding EHR, fax, email, IM, and check-in portals
• Maintaining high level knowledge of the responsibilities at the front desk and can step into each position at any time
• Handling patient service complaints including disruptive patients
• Working as a "float" to support Front Desk staff and Physician schedules and can fill in at any Front Desk shift/location as needed
• Responsible for training and onboarding of new employees as well as updating training for existing employees at all locations
• Guiding staff for accurate decision making and scheduling
• Auditing clinic staff workflow, reports any employees below standard to Front Desk Management
• Ensuring front office team has adequate tools, training, and ability to perform their work efficiently and provide excellent customer service to our patients
• Tracking and documenting consistent or frequent errors
• Developing and recommending processes, programs or services at Front Desk level
• Promoting a cooperative and safe work environment. Maintaining effective working relationships with physicians, managers, and staff
• Ability to act and fill in for Supervisor if not available

What We're Looking For:

• High school diploma or GED certificate
• 2 years working in a medical front office

What We Offer

• Collaborative and friendly work environment
• Full coverage for Employee PPO Medical insurance
• 401k and Profit-Sharing Program
• Paid Vacation, Floating Holidays, Regular Holidays, Sick Time
• Employee Discount Programs
• Internal Mobility

The pay range for this role is:

25 - 27 USD per hour (Redwood)