Lead Medical Receptionist

Lead Medical Receptionist

Join the Vanguard Medical Group team in Verona, NJ. Vanguard Medical Group is an independent primary care group practice with 11 offices in Northern and Central New Jersey. Our commitment to providing evidence-based healthcare is driven by our dedication to achieving quality outcomes that improve the health and safety of our patients and the populations we manage. We also prioritize the well-being of our team, ensuring they have a positive work-life balance, are engaged at VMG, and experience fulfillment at work.

The Administrative Lead is a highly experienced and dependable administrative team member who supports daily front office operations while providing guidance to the administrative team with minimal supervision. In addition to performing standard Medical Receptionist responsibilities, this role helps coordinate workflows, mentor and train staff, support patient service standards, and serve as a resource for day-to-day operational needs. Working closely with the Practice Supervisor, providers, clinical staff, and administrative team, the Administrative Lead promotes efficient operations, strong communication, accountability, and positive patient experience.

Full-Time. Evening & Weekend availability and flexibility are required. Schedules are subject to change based on operational needs, staffing requirements, and patient care demands.

Responsibilities

Patient Reception & Support

• Welcome patients, families, and visitors in a courteous and professional manner.
• Respond to patient questions and provide information regarding office procedures, practice policies, and anticipated wait times.
• Serve as a point of communication between patients, providers, clinical employees, and administrative team members.
• Respond to patient concerns with patience, discretion, and empathy.
• Assist with investigating, documenting, and resolving patient concerns in collaboration with the Practice Supervisor.
• Model professional communication and customer service standards for the administrative team.
• Maintain a professional, organized, and welcoming front office environment.

Appointment Coordination & Patient Access

• Schedule new patient, follow-up, and other office appointments according to provider availability and scheduling guidelines.
• Review appointment details and communicate required forms, laboratory orders, fasting instructions, or other pre-visit requirements.
• Monitor patient arrivals, cancellations, rescheduled appointments, and no-shows.
• Assist staff with managing cancellation lists, appointment waitlists, and same-day openings.
• Monitor scheduling workflows and identify concerns that may impact patient access, provider schedules, or office operations.
• Provide guidance to administrative staff regarding scheduling procedures and established workflows.

Registration, Insurance & Payments

• Complete patient registration and check-in accurately and efficiently.
• Confirm patient identity, contact information, demographic information, and insurance coverage.
• Ensure current insurance cards and photo identification are appropriately documented in the electronic medical record.
• Verify insurance eligibility and assist staff in addressing coverage concerns or routing questions to the appropriate team.
• Collect co-payments and outstanding patient balances at the time of service.
• Monitor administrative staff adherence to established registration, insurance verification, and payment collection procedures.
• Provide coaching or clarification when workflow or documentation issues are identified.

Front Office Operations

• Help coordinate daily administrative assignments and front desk coverage based on patient volume, staffing needs, and office priorities.
• Monitor administrative workflows throughout the day and adjust assignments or priorities as needed in coordination with the Practice Supervisor.
• Serve as a first point of escalation for administrative staff questions and routine operational concerns.
• Answer incoming telephone calls and ensure calls and messages are appropriately routed.
• Assist with prior authorizations and pre-certifications for medications, imaging, procedures, or other services when required.
• Support general administrative duties, including scanning, faxing, filing, mailing, and document preparation.
• Identify workflow inefficiencies and provide feedback or recommendations to the Practice Supervisor.
• Help ensure appropriate front desk coverage during breaks, call-outs, high-volume periods, and other operational needs.

Team Leadership, Training & Development

• Mentor and train Medical Receptionists and other administrative employees, providing day-to-day guidance, coaching, and feedback.
• Assist with onboarding and training new administrative team members.
• Reinforce established policies, procedures, workflows, and service expectations.
• Monitor staff adherence to front office processes and provide coaching when appropriate.
• Serve as a resource for employees who have questions regarding administrative procedures, patient workflows, scheduling, registration, or other front office responsibilities.
• Help identify training needs and communicate opportunities for additional coaching or development to the Practice Supervisor.
• Support the Practice Supervisor with administrative staff performance management by providing objective feedback regarding workflow, performance, attendance, training, and other operational observations.

Patient Experience & Service Standards

• Promote a consistent, professional, and patient-centered experience across all front office interactions.
• Monitor patient flow and identify administrative barriers that may contribute to delays or service concerns.
• Help ensure patients receive timely communication regarding scheduling changes, wait times, forms, insurance questions, and other administrative matters.
• Address routine patient concerns within the scope of the role and escalate complex or unresolved concerns to the Practice Supervisor.
• Reinforce patient confidentiality, professionalism, and service expectations with the administrative team.

Office Readiness & Compliance

• Ensure front office workstations, patient-facing areas, and administrative spaces remain organized and operational.
• Identify and report maintenance, safety, technology, staffing, or operational concerns to the Practice Supervisor.
• Reinforce compliance with HIPAA, organizational privacy requirements, and established administrative procedures.
• Help ensure required administrative processes and documentation are completed accurately and timely.

Collaboration & Operational Support

• Participate in team huddles and communicate administrative information that may impact patient flow or office operations.
• Collaborate with providers, Medical Assistants, Practice Supervisors, and other employees to improve workflows and the overall patient experience.
• Assist with implementation of new administrative workflows, processes, or operational initiatives.
• Communicate recurring workflow issues, staffing concerns, or process gaps to the Practice Supervisor.
• Perform other duties as assigned by Vanguard Medical Group leadership.

Qualifications

Qualifications:

• High school diploma or equivalent required.
• 5+ years of experience in a medical office, healthcare reception, patient access, or similar ambulatory healthcare setting preferred.
• Prior experience in primary care or family medicine strongly preferred.
• Previous experience serving as a lead, trainer, mentor, or senior administrative team member preferred.
• Strong understanding of medical office workflows, appointment scheduling, patient registration, insurance verification, co-payment collection, and front office operations.
• Proficient in the use of electronic medical record systems; Athena experience is a plus.
• Working knowledge of HIPAA and patient confidentiality requirements.
• Strong verbal and written communication skills.
• Demonstrated ability to provide guidance, coaching, and support to team members.
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Ability to identify workflow concerns, problem-solve, and appropriately escalate issues.
• Professional, dependable, proactive, and committed to delivering positive patient experience.
• Ability to collaborate effectively with providers, clinical employees, administrative team members, and leadership.

Core Competencies:

• Compassion: Demonstrates empathy and genuine care in every interaction.
• Attitude: Brings a positive, proactive, and solution-oriented mindset to work.
• Respect: Treats all patients and team members with professionalism and dignity.
• Excellence: Strives for accuracy, timeliness, and continuous improvement in all tasks.

Physical Requirements:

• Must be able to sit, stand, and walk for extended periods.
• May require light lifting (up to 20 lbs.) for supplies or office materials.
• Must have visual and auditory acuity to operate computer systems and phones.

Compensation and Benefits:

The anticipated base hourly rate for this position ranges from $24.00 to $27.00 per hour, depending on the role and experience level. Additionally, this