Front Office Lead

Job DetailsJob Location: HealthPoint Trinity - Trinity, TX 75862Position Type: Full Time BASIC FUNCTION Under the direction of the Operations Manager/Supervisor the Lead Front Office Associate plays a pivotal role in ensuring the smooth operation of front desk activities. This position serves as the first point of contact for patients and visitors, managing a range of responsibilities including appointment scheduling, patient check-in, registration, and financial transactions. The Lead also oversees front desk staff, providing training, mentorship, and quality assurance to ensure a consistently positive patient experience from initial contact through the completion of services. Additionally, this role actively contributes to process improvements, compliance, and operational excellence by collaborating with internal and external stakeholders.   PRIMARY RESPONSIBILITIES AND DUTIES   Scheduling Appointments: Coordinate and schedule patient appointments in person, by phone, or through electronic systems. Arrange appointments for new and returning patients, ensuring efficient time/resource allocation and adherence to clinic policies. Provide structured training on scheduling workflows, tools, and best practices, emphasizing customer service excellence. Regularly audit appointment schedules for accuracy, efficiency, and patient satisfaction. Implement process improvements to optimize patient flow and minimize scheduling conflicts.   Greeting and Check-In: Welcome patients and visitors as the first point of contact, using best practices (e.g., AIDET) to ensure a positive experience. Check patients in through electronic systems or in person, verifying and updating personal information. Provide patients with necessary paperwork/forms, in hard copy or electronic format. Train staff on check-in procedures, emphasizing accuracy, professionalism, and the importance of patient confidentiality. Monitor and evaluate the check-in process to identify and address bottlenecks or compliance issues. Introduce enhancements to improve wait times and streamline patient interactions.     Patient Registration and Financial Information: Ensure patient registration is updated (within the last two years) and obtain necessary insurance details. Verify insurance coverage, eligibility, and pre-authorization requirements. Collect co-payments, deductibles, and outstanding balances. Prepare accurate daily collection reports and maintain the cash drawer. Train staff on insurance verification, payment collection, and financial documentation protocols. Conduct regular audits of registration and financial records for accuracy and compliance with policies. Propose improvements to financial workflows to enhance accuracy and patient satisfaction.   Administrative Responsibilities: Answer phones, document messages, and process medical release requests through the EMR system. Communicate and respond to non-clinical patient needs, such as appointment reminders and follow-ups. Order and maintain office supplies, ensuring readiness for daily operations. Train team members on phone etiquette, documentation standards, and EMR usage. Review administrative workflows regularly to ensure alignment with organizational standards and identify opportunities for improvement.   Communication and Interpersonal Responsibilities: Communicate effectively with patients, families, and healthcare professionals. Listen actively and empathize with patients' concerns while maintaining HIPAA compliance. Collaborate with internal and external stakeholders to ensure seamless coordination. Mentor staff on professional communication techniques and conflict resolution strategies. Evaluate patient and staff interactions to ensure consistency in service quality. Implement feedback mechanisms to address and improve interpersonal communication gaps.   Leadership Responsibilities: Act as a liaison between front desk and clinical staff, fostering a culture of teamwork. Assist with staffing schedules and provide direct support for staffing gaps. Handle escalated patient concerns and resolve issues professionally. Train new employees in all front desk duties and responsibilities, providing ongoing mentorship. Facilitate training sessions on operational changes and QI initiatives. Monitor team performance and compliance with policies, providing constructive feedback and coaching. Lead process improvement initiatives to enhance operational efficiency, patient satisfaction, and financial accuracy. Develop and maintain QA checklists and performance metrics for continuous evaluation.   Performs other duties as assigned Effectively carries out tasks and responsibilities beyond core job duties and primary role. The additional duties may vary from time to time and encompass a wide range of activities that contribute to the overall success of the organization (floating, schedule variations, assisting co-workers, patients, visitors, customers, leaders, and other stakeholders in support of the organization.)     MISSION, VISION, AND VALUES   Empathy - Demonstrates a high level of empathy, respect, and understanding of diversity in the workplace by treating all patients, guests and colleagues with dignity, courtesy, and inclusivity, and by actively seeking to learn from different perspectives and experiences. Excellence - Consistently upholds high ethical and safety standards and demonstrates unwavering integrity in all work-related activities. Strives for excellence in job performance. Enjoyment - Displays enjoyment (gratitude), a commitment to learning, and professionalism by actively seeking feedback, accepting constructive criticism, and demonstrating a willingness to grow and improve in their job role. Commitment to Patient/Customer Service - Exhibits exceptional patient/customer service skills, consistently providing professional support. Demonstrates effective communication skills, actively listening to patients/customers, and responding   promptly to inquiries and concerns. Handles challenging situations with tact and diplomacy, ensuring timely resolution of problems and fostering positive patient/customer experiences   CULTURE Gratitude - Displays a positive and appreciative mindset and supports happiness and well-being in self and others. Collaborative Team - Demonstrates flexibility, enthusiasm, and willingness to cooperate while working with others in an inter-professional team to support organizational activities. Identifies and supports opportunities for professional development of team members. Quality Improvement - Collaborates with team to drive continuous improvement initiatives to enhance quality standards, processes, and outcomes. Accountability - Ensures consistent adherence to regulatory guidelines and HealthPoint policies and procedures. Takes accountability for mistakes and errors.     QUALIFICATIONS:   GENERAL PROFESSIONAL DEVELOPMENT   Functions effectively in response to workflow or ongoing direction by supervisors and managers Understands and functions in a customer first service capacity Self-motivated Strong initiative- looking for ways to assist the provider without being prompted Knowledge of maintaining information in an EHR (Electronic Health Record) Ability to multi-task and work cooperatively with others Possesses a basic level of computational and computer skills and mathematical knowledge typically acquired through completion of a high school program or General Educational Development (GED) certificate.     PROFESSIONAL/TECHNICAL KNOWLEDGE, SKILLS & ABILITIES Must possess a high school diploma or General Educational Development (GED) certificate. Required: 1-3 months of related experience Preferred: 3-6 months of related experience     LICENSES & CERTIFICATIONS Required: Valid state Driver’s License Preferred: Automobile insurance with reliable transportation   TECHNICAL SKILLS Demonstrates necessary proficiency with healthcare electronic clinical systems, including EHR and scheduling systems, in use at the health center. Basic typing skills General knowledge of Microsoft Office suite and other general office software Proficient with typical office equipment: Computer, Copier, telephone, Fax, credit   card machine, scanner   COMMUNICATIONS SKILLS Possesses a basic level of written and verbal communications skills typically acquired through completion of a high school program or General Educational Development (GED) certificate. Preferred: Bilingual skills in English and Spanish language Qualifications QUALIFICATIONS:   GENERAL PROFESSIONAL DEVELOPMENT   Functions effectively in response to workflow or ongoing direction by supervisors and managers Understands and functions in a customer first service capacity Self-motivated Strong initiative- looking for ways to assist the provider without being prompted Knowledge of maintaining information in an EHR (Electronic Health Record) Ability to multi-task and work cooperatively with others Possesses a basic level of computational and computer skills and mathematical knowledge typically acquired through completion of a high school program or General Educational Development (GED) certificate.     PROFESSIONAL/TECHNICAL KNOWLEDGE, SKILLS & ABILITIES Must possess a high school diploma or General Educational Development (GED) certificate. Required: 1-3 months of related experience Preferred: 3-6 months of related experience     LICENSES & CERTIFICATIONS Required: Valid state Driver’s License Preferred: Automobile insurance with reliable transportation   TECHNICAL SKILLS Demonstrates necessary proficiency with healthcare electronic clinical systems, including EHR and scheduling systems, in use at the health center. Basic typing skills General knowledge of Microsoft Office suite and other general office software Proficient with typical office equipment: Computer, Copier, telephone, Fax, credit   card machine, scanner   COMMUNICATIONS SKILLS Possesses a basic level of written and verbal communications skills typically acquired through completion of a high school program or General Educational Development (GED) certificate. Preferred: Bilingual skills in English and Spanish language