Lead Front Desk Associate
About The Position
At Barbour Orthopaedics, we’re dedicated to providing exceptional orthopedic care through advanced medical techniques, cutting-edge technology, and a patient-centered approach. As a trusted name in orthopaedic medicine, we pride ourselves on our collaborative environment, commitment to excellence, and a shared mission to help patients live healthier, more active lives. We are currently seeking a Lead Front Desk Associate to join our team. The Lead Front Desk Associate serves as the primary front-office leader for the clinic, ensuring exceptional patient care, superior service and efficient operations. This role serves as a hands-on professional supporting staff performance and the standardization of workflows.
Requirements
- Minimum of one (1) year of experience directly supervising or leading employees, including responsibilities such as performance reviews, coaching, mentoring, providing corrective feedback, and supporting employee development.
- Minimum of two (2) years of front desk, medical office, healthcare administration, or related customer-facing administrative experience.
- Demonstrated ability to train, coach, and mentor staff while holding team members accountable to established standards and expectations.
- Strong knowledge of front desk operations, patient registration, scheduling, insurance verification, and patient communication.
- Strong organizational and time-management skills with the ability to prioritize competing responsibilities and manage multiple projects.
- Excellent verbal and written communication skills with the ability to communicate effectively with patients, providers, leadership, and team members.
- Demonstrated ability to handle confidential patient information in accordance with HIPAA and organizational policies.
- Ability to exercise sound judgment, resolve conflicts, troubleshoot operational issues, and appropriately escalate concerns to leadership.
- Demonstrated commitment to professionalism, teamwork, accountability, and delivering an exceptional patient experience.
Responsibilities
- Facilitate training for new hires on front desk procedures, etiquette, and system workflows.
- Promote a culture of teamwork and professionalism by leading by example in patient communication and adhering to dress code standards.
- Act as the primary resource for front desk procedures and NexGen/Luma system updates; lead the implementation of new front desk processes.
- Monitor and respond to the "All Front Desk" MS Teams chat and recap weekly call notes to ensure all clinics are aligned.
- Spearhead and manage all front desk special projects and strategic initiatives.
- Assist with patient check-in/out and provide the Business Operations Manager (BOM) with real-time updates on scheduling conflicts or flow disruptions.
- Manage escalated scheduling complexities and troubleshoot NextGen system issues.
- Oversee proactive inventory management for the office(s). Maintain optimal stock levels of all supplies through consistent auditing and timely procurement to ensure zero downtime in daily operations.
- Conduct standardized audits of patient registration files to ensure demographic and insurance accuracy.
- Maintain organized, HIPAA-compliant patient charts to ensure total data confidentiality.
- Perform "Tour of Barbour Key Standards," providing immediate feedback to staff and reporting deficiencies to the BOM.
- Serve as the first point of contact for resolving patient complaints; escalate unresolved issues to the Business Operations Manager.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
