Front Desk Lead Receptionist

Front Desk Lead

The Front Desk Lead is responsible for leading the daily operations of the front office while creating an exceptional experience for every patient who walks through our doors. This role serves as the frontline leader for Front Desk Receptionists, providing day-to-day coaching, operational oversight, and support to ensure efficient workflows, outstanding customer service, and consistent adherence to organizational standards.

The ideal candidate is a hands-on leader who thrives in a fast-paced healthcare environment, enjoys developing others, leads with accountability, and is passionate about delivering an exceptional patient experience.

Duties and Responsibilities

• Leadership : Provide daily guidance, coaching, and support to Front Desk Receptionists while fostering a positive, accountable, and patient-focused team culture.
• Operational Oversight: Coordinate daily front office operations to ensure efficient patient flow, excellent customer service, and adherence to organizational standards.
• Staffing & Scheduling: Prepare weekly schedules and task assignments to maintain appropriate coverage and workflow.
• Customer Service: Deliver exceptional patient service while serving as the primary point of contact for patient concerns and service recovery.
• Front Desk Support: Perform Front Desk Receptionist duties as needed to support staffing and operational demands.
• Team Development: Assist the Clinic Coordinator with onboarding, training, performance coaching, and reinforcing policies and procedures.
• Financial Accountability: Oversee accurate collection of co-pays, balances, and applicable patient fees in accordance with organizational policy.
• Workflow Management: Monitor patient flow, communicate delays, and ensure Front Desk work queues, scanning, and administrative tasks are completed timely.
• Inventory & Organization: Maintain office supply inventory and ensure the front office remains clean, organized, and professional.
• Collaboration: Serve as the liaison between Front Desk staff, providers, and clinic leadership to promote effective communication and resolve operational concerns.
• Compliance: Ensure adherence to HIPAA, organizational policies, and Front Desk procedures while promoting accountability and consistency.
• Other Duties: Perform additional responsibilities as assigned.

Education, Experience, Licenses, and Certifications

• High school diploma or general education degree (GED) required.
• Minimum of two (2) years of customer service experience required.
• Minimum of one (1) year of experience in a medical office or healthcare setting preferred.
• Previous leadership, team lead, or supervisory experience preferred.
• Demonstrated ability to coach, mentor, and support team performance while fostering a positive work environment.
• Strong interpersonal, communication, and conflict resolution skills.
• Excellent organizational skills with the ability to prioritize competing responsibilities in a fast-paced environment.
• Proficient in Microsoft Office and electronic health record (EHR) systems.
• Ability to maintain confidentiality and exercise sound judgment in accordance with HIPAA and organizational policies

Our company participates in E-Verify to confirm the employment eligibility of all newly hired employees, as required by federal law.