Patient Coordinator Lead
About The Position
The Front Desk Trainer is responsible for training, onboarding, and supporting all new front desk employees to ensure consistency, accuracy, efficiency, and excellent patient experience across the optometry practice. This role serves as the subject‑matter expert for front desk operations and acts as a coach and mentor to front desk staff while modeling best practices. The Front Desk Trainer plays a critical role in patient flow, scheduling accuracy, insurance verification, customer service standards, compliance, and communication between the front desk, clinical team, and providers.
Requirements
- Minimum of 2–3 years experience in an optometry or ophthalmology front desk role
- Strong knowledge of optometry front desk workflows, scheduling, and insurance processes
- Demonstrated experience training or mentoring staff
- Excellent communication and interpersonal skills
- Strong organizational, multitasking, and problem‑solving abilities
- High attention to detail and commitment to accuracy
- Working knowledge of HIPAA and healthcare privacy standards
Nice To Haves
- Previous formal training, onboarding, or lead/mentor experience
- Experience in a multi‑provider or multi‑location practice
- Familiarity with practice management systems (e.g., [insert system if applicable])
- Leadership or supervisory experience (without direct management required)
Responsibilities
- Lead onboarding and training for all new front desk employees
- Develop and maintain standardized front desk training materials, workflows, and checklists
- Train new hires in scheduling, patient check‑in/out, phone etiquette, insurance verification, and documentation
- Assess trainee readiness and gradually increase independence
- Provide ongoing coaching, retraining, and reinforcement as needed
- Model best practices for front desk performance and professionalism
- Ensure consistent front desk workflows are followed across all staff and locations (if applicable)
- Support schedule optimization to maximize efficiency and minimize delays
- Assist in resolving front desk workflow issues and bottlenecks
- Train staff on patient greetings, expectation‑setting, and professional communication
- Coach front desk employees on managing dissatisfied or upset patients
- Reinforce a patient‑centered, service‑oriented culture at the front desk
- Ensure phone interactions reflect practice standards
- Train staff on vision and medical insurance verification and benefits communication
- Reinforce accuracy in data entry, demographics, eligibility, and authorizations
- Educate front desk employees on preventing common front desk billing and documentation errors
- Ensure HIPAA and patient privacy standards are upheld in all training
- Train front desk staff on practice management systems, phone systems, and workflows
- Assist with troubleshooting basic system or scheduling errors
- Promote efficient and accurate use of technology without overwhelming new hires
- Monitor training effectiveness and identify recurring errors or gaps
- Provide feedback to leadership regarding training needs and workflow improvements
- Assist in updating training materials as processes evolve
- Support leadership in maintaining consistency during growth or staffing changes
- Serve as a mentor and resource for front desk employees
- Hold staff accountable to standards without direct disciplinary authority
- Collaborate with providers, clinical staff, and leadership to support overall practice success
- Set a positive example of professionalism, teamwork, and adaptability
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
