Front Office & Referral Coordinator Team Lead

North Florida Surgeons•Jacksonville, FL

1d•Onsite

About The Position

Jacksonville Sinus & Nasal Institute is seeking an experienced, patient-focused Front Desk & Referral Coordinator Team Lead to join our growing specialty practice in the heart of downtown Jacksonville. Located in the Pavilion Building on the Baptist Medical Center campus, our practice offers breathtaking views of the St. Johns River, competitive compensation, excellent benefits, and opportunities for professional growth within North Florida Surgeons. Our highly rated practice specializes in comprehensive sinus, nasal, and allergy care, as well as advanced orbital and skull base surgery. We are looking for a motivated healthcare professional who thrives in a fast-paced environment, enjoys leading others, and is passionate about providing an exceptional patient experience. This is a leadership position that will oversee the daily operations of the front office and referral department while working closely with the Practice Administrator. The ideal candidate will serve as the leader and mentor for the front office team, ensuring efficient workflows, exceptional customer service, and seamless coordination between patients, providers, hospitals, and insurance companies. Position Summary As the Front Desk & Referral Coordinator Team Lead, you will act as the vital liaison between patients, physicians, hospitals, referring providers, and insurance companies. You will oversee all administrative and logistical aspects of the patient journey, including scheduling, referrals, insurance verification, prior authorizations, medical clearances, and front office operations. In addition, you will provide daily leadership, coaching, and support to the front office staff while partnering with the Practice Administrator to continuously improve operations and the patient experience.

Requirements

Leadership or supervisory experience in a medical office is required.
Minimum of two years of healthcare administrative experience, preferably in a specialty or surgical practice.
Experience managing front office operations, referrals, insurance authorizations, and patient scheduling.
Experience using Athenahealth (Athena) and Epic electronic medical record (EMR) systems is strongly preferred.
Strong understanding of medical terminology, insurance verification, and referral processes.
Excellent organizational, communication, and critical thinking skills.
Ability to prioritize multiple responsibilities while maintaining accuracy in a fast-paced environment.
Strong attention to detail and commitment to providing an exceptional patient experience.
Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.

Nice To Haves

ENT or surgical specialty experience is preferred but not required.

Responsibilities

Provide day-to-day leadership, guidance, and support to the front office team.
Assist with onboarding, training, coaching, and mentoring new and existing staff.
Ensure exceptional customer service for all patients, visitors, and referring providers.
Oversee patient registration, scheduling, referrals, and insurance verification.
Coordinate referrals, prior authorizations, and communication with referring physicians, hospitals, and insurance companies.
Prepare and maintain accurate patient records in accordance with organizational policies and regulatory guidelines.
Verify and update patient demographic and insurance information.
Manage incoming telephone calls, electronic messages, and patient inquiries, routing them appropriately.
Collect patient co-pays and balances while maintaining accurate financial records.
Serve as a liaison between patients, physicians, clinical staff, hospitals, and outside organizations.
Collaborate with physicians, clinical staff, and leadership to improve workflow efficiency and patient satisfaction.
Utilize Athenahealth (Athena) and Epic electronic medical record systems to manage patient information, referrals, scheduling, and documentation.
Participate as an active member of the patient care team while promoting operational excellence and continuous process improvement.