Front Desk Lead

Kentucky Eye Institute•Versailles, KY

10d

About The Position

The Front Desk Lead coordinates and oversees the daily operations of the front desk team to support efficient patient flow and exceptional customer service. The role combines administrative work with leadership responsibilities, including supervising and training front desk staff, maintaining scheduling accuracy, resolving escalated patient concerns, and ensuring compliance with healthcare regulations. The Lead collaborates with clinical and administrative teams to optimize practice operations and continues to perform the patient-facing duties of a Front Desk Associate.

Requirements

High school diploma or equivalent years of related experience.
At least 1 year of medical office experience.
Strong reliability, attendance, and punctuality.
Sound judgment when responding to inquiries, including knowing when to route inquiries to the next level.
Strong interpersonal and communication skills.
Attention to detail and organizational skills for accurate data entry and insurance verification.
Intermediate understanding of healthcare insurance payors and programs.
Ability to multitask in a fast-paced environment.
Familiarity with healthcare regulations, including HIPAA and privacy laws.
Basic math and cash-handling skills.
Excellent customer service skills.

Nice To Haves

Nextech/ICP experience is strongly preferred.

Responsibilities

Coordinate administrative activities of the front desk team and patient flow between front desk and clinical operations.
Oversee accurate demographic collection and audit team member activity to identify retraining and education opportunities.
Troubleshoot daily cash reconciliation and posting issues.
Coordinate and submit office supply needs to a supervisor or manager for timely ordering.
Monitor and audit retail sales and product inventory.
Oversee and maintain facility compliance standards.
Complete medical records requests received directly from patients or outside medical facilities.
Coordinate staff scheduling to meet daily needs.
Monitor and work the appointment rescheduling queue in a timely manner.
Monitor and complete appointment recall and reminder processes according to individual practice SOPs.
Coordinate and oversee training and onboarding for new front desk team members and associates.
Assist with preparing patient charts before clinic as needed.
Perform all Front Desk Associate duties in a patient-facing capacity, including greeting patients and verifying appointment details.
Collect required documentation, including identification, insurance cards, and referral forms.
Book, confirm, and reschedule appointments.
Verify insurance eligibility and benefit coverage for in-office visits, procedures, and tests.
Collect copayments and outstanding balances, calculate and communicate patient financial responsibility, and document it in the practice management system.
Explain billing procedures and accurately enter and verify patient information in the practice management system.
Answer phones, respond to inquiries, and relay messages between patients and clinical staff.
Maintain protected health information and patient confidentiality in accordance with HIPAA/PHI guidelines and applicable policies.
Handle consent forms and HIPAA compliance paperwork.
Interact with internal and external customers in a caring and respectful manner; address patient concerns professionally.
Accept deliveries of packages, mail, and other supplies from outside vendors.
Maintain a clean, organized, and welcoming reception area and provide clear information about services, wait times, and policies.
Photocopy and fax records and forms according to established policies and procedures.
Contribute to and lead daily huddles and regularly scheduled team meetings.
Complete additional tasks and projects as needed to support the team.