Front Office Lead

Behavioral Health Clinic•Wausau, WI

5d•Onsite

About The Position

Behavioral Health Clinic (BHC) is seeking a customer-focused, organized, and experienced Lead Front Office Specialist to support our Wausau location. This on-site position combines daily front office responsibilities with team leadership, training, scheduling coordination, and problem-solving. The Lead Front Office Specialist plays an important role in creating a welcoming and professional experience for clients, visitors, referral sources, and healthcare professionals. This individual will also guide and develop Front Office Specialists and Virtual Assistants, improve front office processes, and help set the team up for continued success. The ideal candidate has experience managing or developing people, strong front office and customer-service skills, and the ability to lead with confidence, accountability, and professionalism.

Requirements

Previous experience leading, supervising, coaching, or developing employees is strongly preferred.
Front office, administrative, healthcare, or customer-service experience.
Strong leadership skills and the ability to guide, support, and motivate others.
Excellent verbal and written communication skills, with the ability to maintain a positive, professional, and confident tone.
Ability to manage multiple priorities with accuracy and close attention to detail.
Ability to navigate changing or time-sensitive situations and resolve conflict calmly and professionally.
Strong judgment, initiative, organization, and problem-solving skills.
Comfort and proficiency with computers, including electronic medical record systems.
General proficiency with Microsoft Office and internet-based email platforms.
Experience using standard office equipment and technology, including multiline Zoom Phone systems, payment-processing equipment, and video-conferencing software and hardware.
Demonstrated integrity, accountability, and willingness to take ownership of decisions and mistakes.
Ability to recognize and respond appropriately to violations of organizational standards, policies, or regulations.
Ability to work effectively and thrive in a collaborative team environment.
Knowledge of healthcare billing and insurance is preferred.
Willingness to learn and adapt to changing processes.
Flexibility to adjust availability based on the clinic’s routine service and staffing needs.

Nice To Haves

Knowledge of healthcare billing and insurance is preferred.

Responsibilities

Oversee, guide, and support Front Office Specialists while continuing to perform regular front office responsibilities.
Serve as an educational and procedural resource for Front Office Specialists and Virtual Assistants.
Train and support new employees on front office procedures, systems, policies, and customer-service expectations.
Coach team members and identify opportunities for continued learning and professional development.
Promote improved team and business outcomes by strengthening customer service, increasing process efficiency, and reducing errors.
Maintain the daily front office staffing schedule and reassign team members as needed in coordination with the Director of Operations.
Provide day-to-day guidance and help the team prioritize responsibilities based on client and organizational needs.
Respond to and initially resolve client questions, complaints, and service concerns.
Communicate with the Director of Operations regarding personnel concerns and assist with resolving front office challenges.
Model professionalism, accountability, integrity, teamwork, and a positive approach to problem-solving.
Greet clients and visitors in a cheerful, welcoming, and professional manner.
Confirm client demographic information and facilitate check-in and checkout.
Assist clients and visitors with required forms and documentation.
Request and collect payments for services.
Schedule appointments according to company policies and client needs.
Complete all scheduling and follow-up documentation accurately and promptly.
Maintain a thorough understanding of BHC services, locations, clinicians’ schedules and specialties, HIPAA requirements, and general billing and insurance policies.
Maintain a clean, organized, and welcoming waiting area, hallway, and front office.
Answer incoming calls in a cheerful, welcoming, and professional manner.
Identify callers’ needs and provide accurate information about BHC services, policies, locations, and clinicians.
Take accurate messages and recognize concerns that require urgent or time-sensitive follow-up.
Communicate messages promptly to the appropriate team members according to company guidelines.
Place outbound calls to clients, physician offices, and other contacts regarding appointments, outstanding balances, records requests, insurance verifications, outreach, and other customer-service needs.
Check voicemail, shared email inboxes, and incoming faxes at least every 30 minutes during the shift.
Process inquiries and distribute messages in a timely manner.
Proactively ask clients and callers how they learned about BHC and how the clinic can better assist them.
Maintain clear and detailed shift notes so other team members understand the status and priority of unresolved items.
Use BHC’s electronic medical record system to complete front office responsibilities.
Update client records accurately and promptly.
Maintain clinicians’ schedules across all programs.
Review schedules daily for errors, conflicts, inconsistencies, and missing information.
Investigate and resolve scheduling issues and update records as needed.
Maintain a client waiting list and contact clients when appointments become available.
Prepare clinician schedules, testing supplies, new-client charts, room-use schedules, and other materials needed for the following business day.
Complete assigned urgent and non-urgent tasks, including maintaining master documents, restocking, preparing mailings, conducting chart audits, proofreading reports, filing, and assisting with community outreach.
Monitor office and facility supply inventory.
Order supplies as needed and help ensure timely delivery.
Maintain accurate records related to facilities, supplies, and equipment.
Troubleshoot routine hardware and software issues.
Coordinate with outside service providers when advanced technical support is required.
Complete other duties as assigned.