Front Desk Lead

Front Desk Lead

The Front Desk Lead coordinates and oversees the daily operations of the front desk team to ensure efficient patient flow and exceptional customer service. This role combines administrative expertise with leadership responsibilities, including supervising front desk staff, managing scheduling accuracy, and resolving escalated patient concerns. The Front Desk Lead ensures compliance with healthcare regulations, maintains high standards of professionalism, and collaborates with clinical and administrative teams to optimize practice operations.

Responsibilities

Responsibilities include:

• Coordinating administrative activities of front desk team.
• Coordinating patient flow between front desk and clinical operations.
• Overseeing efficient and accurate demographic collections, auditing team member activity for re-training and education opportunities.
• Troubleshooting daily cash reconciliation and posting issues.
• Coordinating and submitting office supply needs to supervisor or manager for timely ordering.
• Monitoring and auditing retail sales and product inventory.
• Overseeing and maintaining facility compliance standards.
• Completing medical records requests that come directly from the patient or outside medical facility.
• Coordinating staff scheduling for daily needs.
• Overseeing, monitoring, and working the appointment rescheduling queue timely.
• Monitoring and completing the process for appointment recalls and reminders as set by the individual practice SOP.
• Coordinating and overseeing the training and onboarding of new front desk team members and associates.
• Assisting with preparation of patient charts prior to clinic as needed.

All duties of a Front Desk Associate are maintained under the Lead title, and expectations for completion remain the same. The Front Desk Lead is still responsible for working at the front desk in a patient-facing capacity.

• Greeting patients warmly and verifying appointment details.
• Collecting necessary documentation including ID, insurance cards, referral forms, etc.
• Booking, confirming, and rescheduling appointments.
• Verifying insurance eligibility and benefit coverage for all in-office visits, procedures, and tests.
• Collecting co-payments and outstanding balances; calculating patient's financial responsibility and communicating to patient; documenting in practice management system.
• Explaining billing procedures.
• Responsible for entering data in an accurate manner in practice management system as well as verifying that existing information is accurate.
• Answering phones and responding to inquiries.
• Relaying messages between patients and clinical staff.
• Maintaining protected health information in accordance with HIPAA/PHI guidelines.
• Handling paperwork such as consent forms and HIPAA compliance.
• Interacting with all internal and external customers in a caring and respectful manner.
• Accepting deliveries of packages, mail, or other supplies from outside vendors.
• Maintaining a clean, organized, and welcoming reception area for all patients and visitors.
• Providing clear information about services, wait time, and policies.
• Addressing patient concerns professionally and respectfully.
• Photocopying and faxing records and forms according to established policies and procedures.
• Maintaining patient confidentiality.
• Contributing to and leading daily huddle and regularly scheduled team meetings.
• Contributing to the team effort by completing additional tasks/projects as needed.

Qualifications

• High School Diploma or the equivalent years related experience required.
• Minimum of 1-year medical office experience.
• Nextech/ICP experience strongly preferred.

• Strong reliability with good attendance and punctuality.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.

Key Skills

• Strong interpersonal and communication skills.
• Attention to detail for accurate data entry and insurance verification; strong organizational skills.
• Intermediate understanding of healthcare insurance payors and programs.
• Ability to multitask in a fast-paced environment.
• Familiarity with healthcare regulations (HIPAA, privacy laws).
• Basic math and cash handling.
• Excellent customer service skills.

Company Benefits

We offer a competitive benefits package to our employees:

• Medical
• Dental
• Vision
• 401k w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for FREE:

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.