The Front Desk Lead / Administrative Assistant is responsible for overseeing front desk operations while ensuring efficient patient registration, administrative workflow, and superior customer service. This role combines leadership responsibilities with hands-on administrative duties to support daily operations, maintain compliance, and enhance patient experience. Key Responsibilities/ Essential Duties and Responsibilities Front Desk & Patient Registration Greet patients in a professional and courteous manner upon arrival Accurately enter patient demographic, insurance, and financial information Collect co-pays, deductibles, and co-insurance payments Maintain patient logs, charts, and documentation Perform patient check-in and check-out processes, including exit interviews Administrative & Clerical Duties Answer, screen, and direct incoming calls Manage emails, documentation, scanning, faxing, and filing Maintain daily financial logs and perform cash reconciliation Prepare reports, patient records, and informational packets Ensure proper documentation for billing and compliance Leadership & Coordination Support and guide front desk staff to ensure smooth workflow Monitor daily operations and address inefficiencies Assist in training new staff members Coordinate with clinical and administrative teams Customer Service Maintain a high level of professionalism and patient satisfaction Address patient concerns and escalate issues when necessary Communicate effectively with patients, families, and staff Compliance & Quality Ensure compliance with HIPAA, OSHA, and facility policies Participate in quality improvement and safety programs Audit charts and maintain accurate records Inventory & Resource Management Maintain adequate supplies and inventory at the front desk Assist in ordering and stocking necessary materials Safety & Operations Maintain a clean, safe, and organized work environment Report any safety concerns or equipment issues promptly Core Competencies Professional Maturity: The ability to separate emotional feelings from the real issues at hand.
Responsibility: The ability to accept choices you have made and the results they have led to. Communication: The ability to write and speak effectively; actively listens to others, and give feedback. Flexibility: Demonstrate responsiveness and adaptability following change initiatives.
Intelligence: Understand information and apply new knowledge. Energetic: Exhibits high levels of energy and enthusiasm. Organized: Efficient in structuring tasks to be accomplished.
Computer Savvy: The ability to use technology efficiently and effectively. Customer Service: The ability to enhance customer satisfaction. Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization.
Integrity and Respect: Demonstrates upmost level of integrity. Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation. Collaboration and Partnership: Encourages participation from team members.
Manages Change: Demonstrates flexibility with changing environments. Problem Solving: Resolve issues in a timely manner Attention to Detail: Follows procedures to ensure entry of data. Organization: Uses time efficiently by prioritizing and planning work activities.
Judgment: Ability to make independent decisions. Teamwork: Works with others to accomplish objectives and shows support for decisions. Quality: Sets high standards to ensure quality in work performed.
Accountability: Takes responsibility for adhering to all company policies, procures, and performance expectations. KPIs Patient Registration Accuracy: Maintain = 98% accuracy in patient demographic, insurance, and financial data entry Patient Check-In Time: Complete patient registration within 5–10 minutes on average Call Handling: Answer = 90% of incoming calls within 3 rings and route appropriately Payment Collection: Ensure 100% collection of applicable co-pays, deductibles, and balances.
Document Processing: Complete scanning, filing, and documentation updates within the same business day (= 95%). Daily Reconciliation: Maintain 100% accuracy in cash logs and financial records with no discrepancies. Patient Satisfaction: Achieve = 90% positive patient feedback related to front desk experience.
HIPAA & Compliance: Maintain 100% compliance with HIPAA and regulatory requirements. Task Completion: Complete = 95% of assigned tasks within established timelines. Attendance & Punctuality: Maintain = 98% adherence to scheduled shifts and attendance policies.
Marginal Duties Assisting clinical staff with basic non-clinical tasks when needed Supporting other departments during high patient volume Helping with onboarding paperwork for new hires Covering front desk duties for other shifts or locations Assisting with inventory checks or supply restocking Participating in meetings, trainings, or special projects Performing additional administrative tasks as assigned by management Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education &
High school diploma or equivalent. 1-3 years office experience in a health care setting preferred. Previous customer service experience preferred. Must be able to effectively communicate with customers both in person, and over the telephone.
Must have understanding of basic medical terminology
Basic computer skill