Front Desk Team Leader

The Front Desk Team Lead oversees the daily operations of the front office while serving as the first point of contact for patients. This role ensures exceptional customer service, efficient scheduling, accurate registration, insurance verification, and revenue cycle support while leading the front office team. The Front Desk Team Lead plays a critical role in patient retention, patient satisfaction, and supporting value-based care initiatives through exceptional coordination and communication.

Key Responsibilities:

Leadership:

• Supervise front desk staff.
• Coordinate daily assignments.
• Train new employees.
• Conduct coaching and performance feedback.
• Monitor attendance and punctuality.
• Assist with hiring and onboarding.
• Promote a positive workplace culture.

Patient Experience:

• Greet patients professionally.
• Resolve patient concerns.
• Ensure outstanding customer service.
• Monitor patient satisfaction.
• Maintain confidentiality.

Front Office Operations:

• Manage provider schedules.
• Optimize appointment utilization.
• Reduce no-shows.
• Confirm appointments.
• Verify demographics.
• Verify insurance eligibility.
• Collect copays and balances.
• Process patient registration.
• Obtain required forms and signatures.

Value Based Care Support:

• Schedule Annual Wellness Visits.
• Schedule preventive screenings.
• Assist with recall campaigns.
• Support outreach initiatives.
• Monitor appointment gaps.
• Coordinate follow-up appointments.
• Assist with chronic care scheduling.

Revenue Cycle Support:

• Verify insurance benefits.
• Obtain referrals and authorizations.
• Ensure accurate insurance entry.
• Collect outstanding balances.
• Maintain financial policies.
• Balance daily collections.
• Prepare deposits.

Administrative Duties:

• Manage incoming calls.
• Process incoming mail and faxes.
• Scan documents.
• Manage medical records requests.
• Coordinate referrals.
• Maintain office supplies.

Compliance:

• HIPAA compliance.
• Protect patient information.
• Ensure registration accuracy.
• Maintain front office procedures.

Qualifications:

• High School Diploma required
• Medical office experience (3+ years preferred)
• Leadership experience preferred
• Primary Care experience preferred
• Insurance verification experience
• EMR experience
• Medicare experience preferred

Skills:

• Customer service excellence
• Leadership
• Communication
• Scheduling
• Organization
• Attention to detail
• Conflict resolution
• Problem solving
• Multitasking
• Professionalism
• Time management

Performance Expectations:

• Patient satisfaction scores (NPS)
• Telephone answer rate
• No-show rate
• Schedule utilization
• Registration accuracy
• Insurance verification accuracy
• Collection percentage
• Front desk productivity
• Appointment confirmation rate
• Provider schedule optimization

Pay: $22.00 - $24.00 per hour

Work Location: In person