Summary of Position:

The Lead Front Desk Representative is responsible for leading the daily operations of the front desk team to ensure exceptional patient service, efficient check-in/check-out procedures, and accurate scheduling and billing processes. This role supports clinic operations by training and supervising front office staff, coordinating administrative workflows, and fostering a welcoming and professional environment for all patients and visitors.

Key Responsibilities:

• Supervise and support front desk staff in daily operations, including patient check-in, check-out, scheduling, insurance verification, and payment collection.
• Ensure front office workflows align with company standards, compliance requirements (HIPAA, OSHA), and provide a seamless patient experience.
• Train, coach, and evaluate front desk personnel; provide ongoing feedback and performance management.
• Monitor appointment schedules to optimize provider productivity and patient flow.
• Resolve escalated patient concerns with professionalism and in coordination with clinic leadership.
• Oversee front desk supply inventory and coordinate ordering as needed.
• Collaborate with clinical, billing, and operations teams to ensure accurate documentation, billing practices, and reporting.
• Maintain the cleanliness and organization of the front office to promote a professional and safe environment.
• Generate front office performance reports and recommend improvements in customer service and efficiency.
• Ensure compliance with company policies and procedures and participate in audits as needed.

Qualifications:

• High school diploma or equivalent required; Associate's or Bachelor's degree in Healthcare Administration or related field preferred.
• 2+ years of experience in a medical front desk or administrative role, with at least 1 year in a leadership or supervisory capacity.
• Strong knowledge of front office workflows, insurance basics, and scheduling systems.
• Excellent interpersonal and communication skills.
• Proficiency in EHR and practice management systems; Microsoft Office Suite knowledge required.
• Ability to multitask, prioritize, and lead a team in a fast-paced clinical environment.
• Strong problem-solving skills and a patient-centered mindset.

Preferred Skills & Experience:

• Strong organizational skills with the ability to multitask and work efficiently under pressure.
• Customer service-oriented with a professional demeanor and positive attitude.
• Bilingual (English/Spanish) a plus, depending on clinic location.

Physical Requirements:

• Prolonged periods of sitting and working on a computer.
• Must be able to lift up to 10 pounds occasionally.