Front Desk Team Lead

Louisiana ENT Specialists•Lafayette, LA

20h•Onsite

About The Position

The Front Desk Team Lead is responsible for overseeing the daily operations of the front office in an ENT (Ear, Nose, and Throat) practice. This role ensures efficient patient flow, excellent customer service, and accurate administrative processes. The Team Lead serves as a resource for front desk staff, supports training and development, and acts as a liaison between patients, providers, and administrative leadership.

Requirements

High school diploma or equivalent required
3+ years of front desk or patient access experience in a medical setting (ENT or specialty practice preferred)
Prior supervisory or lead experience strongly preferred

Nice To Haves

Associate degree preferred

Responsibilities

Lead, coach, and support front desk staff, including receptionists and patient access representatives
Assist with scheduling, staffing coverage, and timekeeping
Train new hires and provide ongoing education to team members
Monitor staff performance and provide feedback to improve efficiency and service quality
Address patient and staff concerns, escalating issues when necessary
Oversee patient check-in and check-out processes to ensure accuracy and timeliness
Ensure proper patient registration, insurance verification, and demographic updates
Maintain smooth patient flow and minimize wait times
Coordinate daily schedules with providers and clinical staff
Deliver and promote a high level of patient satisfaction and professionalism
Handle complex or escalated patient inquiries, complaints, and service recovery
Ensure a welcoming, organized, and professional front office environment
Verify insurance eligibility and obtain necessary authorizations/referrals
Ensure accurate collection of copays, deductibles, and outstanding balances
Maintain compliance with HIPAA and other regulatory requirements
Monitor and audit front desk processes for accuracy and compliance
Serve as a liaison between front office staff, clinical team, billing department, and management
Communicate updates, policy changes, and workflow improvements to the team
Participate in staff meetings and process improvement initiatives