Lead Front Desk Specialist (Midtown)

Role Overview  

The Lead Front Desk Specialist performs all essential duties of the Front Desk Specialist role while providing on‑site support, guidance, and leadership to the front desk team. This position serves as the initial point of contact for questions from staff and acts as a role model for professionalism, accuracy, and exceptional customer service. The Lead Front Desk Specialist must be proficient in all front desk functions, including complex scheduling, insurance verification, billing, and EHR processes. The role also supports clinic operations through coordination, communication, and problem‑solving to enhance patient experience, team performance, and workflow efficiency. 

Areas of Accountability 

This position is directly accountable for the following key areas: 

1. Patient Experience & Customer Service 

• Provide a warm, professional, and welcoming experience for patients in person and by phone. 

• Explain available services, payment categories, billing procedures, and copayment expectations. 

• Maintain a positive, customer‑focused demeanor during all interactions. 

• Escalate patient complaints appropriately and assist with resolution when possible. 

1. Patient Intake, Registration & Documentation 

• Update patient information at every visit, including in‑clinic and telehealth appointments. 

• Ensure timely check‑in and check‑out for all patient encounters. 

• Ensure required patient forms are completed at each visit. 

• Scan required documents into the EHR accurately and promptly. 

• Monitor and complete EHR in‑basket messages and work queue tasks. 

1. Scheduling & Appointment Coordination 

• Accurately schedule patient appointments following established policies and procedures. 

• Manage walk‑in patient and emergency visits in accordance with clinic protocols. 

• Complete appointment reminders at least 24 hours in advance and communicate balance due. 

• Verify all daily appointments are properly dispositioned at the end of day. 

• Call and reschedule patients who no‑showed the previous day. 

1. Insurance, Eligibility & Financial Responsibilities 

• Perform insurance verification at least 1 day prior to scheduled visits and document results in the EHR. 

• Check eligibility for all applicable patients and schedule renewal appointments. 

• Coordinate with Eligibility staff for admissions, recertifications, and insurance changes. 

• Accurately collect patient payments and follow proper cash‑handling procedures. 

• Allocate and reconcile the clinic change fund. 

• Prepare daily deposits for submission. 

1. Communication & Team Support 

• Serve as the initial point of contact for questions from Front Desk Specialists. 

• Maintain effective communication with medical, dental, behavioral health, and eligibility teams. 

• Provide front desk orientation to new staff members. 

• Assist the Practice Manager in monitoring completion of work queues and in‑baskets. 

• Support the Practice Manager with monitoring clinic goals and operational objectives. 

• Maintain an organized and clean patient waiting area. 

1. Administrative & Operational Support 

• Monitor supply needs and submit supply lists to the Practice Manager. 

• Ensure phone coverage, voicemail review, and timely return of patient calls with proper EHR documentation. 

• Provide cross‑clinic coverage when needed. 

• Coordinate front desk workflow to support smooth patient flow and clinic operations. 

• Assist with general operations tasks as necessary and appropriate to role. 

1. Flexibility & Additional Responsibilities 

• Provide cross‑coverage to other clinics as needed. 

• Adapt to changing priorities and assist with tasks outside of routine responsibilities as needed. 

• Perform additional duties or special projects assigned to support organization operations. 

• Understand that the responsibilities listed are not intended to be all‑inclusive and may evolve based on the needs of the clinic. 

Education, Licensure/Certification: 

• High school diploma or GED required. 

• Additional coursework or training in healthcare administration, customer service, or office management preferred. 

• Professional certifications in medical office administration or customer service are a plus. 

Experience, Skills/Abilities Related Requirements: 

• Minimum of 1 year of experience in healthcare, customer service, or administrative setting. 

• Experience working with patients, clients, or the public in a fast‑paced environment preferred. 

• Strong ability to multitask while maintaining accuracy and attention to detail. 

• Demonstrated competency in communication, problem‑solving, and maintaining professionalism under pressure. 

• Soft skills such as empathy, adaptability, teamwork, and a service‑oriented mindset 

• Proficiency with electronic health records (EHR) systems, scheduling software, and basic office technology and software preferred. 

• Bilingual proficiency in English and Spanish is preferred to support effective communication with patients, though candidates who are not bilingual are still encouraged to apply. 

Continuing Education and Training Requirements: 

• Participates in all required training and continuing education as outlined by the organization, funding sources, and any applicable licensure requirements.