Lead Receptionist

Job Title: Lead Receptionist
Location(s): Rotational schedule across all clinic locations

Position Overview:
We are seeking a Lead Receptionist to oversee and guide our receptionist team. As the first point of contact for patients, this role is vital in delivering exceptional customer service and ensuring efficient front-desk operations. The ideal candidate will manage reception duties, mentor team members, and promote smooth daily operations. We are looking for a friendly, detail-oriented professional with strong leadership skills and the ability to multitask effectively.

Responsibilities:

• Oversee and coordinate front-desk operations, including check-in and check-out procedures, insurance verification, and maintaining a professional and efficient environment.
• Monitor and maintain accurate patient records, ensuring HIPAA compliance.
• Assist with billing inquiries and payment collection as needed.
• Perform administrative tasks such as word processing, copying, filing, faxing, answering phones, and data entry.
• Train, mentor, and support reception team members to deliver consistent and exceptional customer service.
• Provide information to callers and direct them to the appropriate department, ensuring phone coverage at all times.
• Welcome and greet patients, clients, and visitors, determine the purpose of their visit, and direct them accordingly.
• Manage patient scheduling and flow, ensuring timely service based on established protocols.
• Screen patients for updated information and provide necessary details about their appointments.
• Handle escalated patient complaints and conflicts with professionalism, resolving issues or referring them to designated personnel as needed.
• Maintain organized and tidy front-desk and waiting areas, as well as administrative files and other spaces.
• Ensure adherence to safety, security, and confidentiality protocols, including HIPAA standards.
• Monitor front-desk performance metrics and report findings to management.
• Confirm patient appointments daily and verify payment methods; inform patients of outstanding balances and request payment as needed.
• Assist in recruiting, onboarding, and evaluating reception team members.
• Attend and contribute to department and clinical staff meetings.
• Perform other related duties as assigned.

Requirements:

• High school diploma or equivalent required; leadership or supervisory experience in a healthcare setting preferred.
• Minimum of three years of experience as a medical receptionist or in a similar role.
• Knowledge of medical terminology and insurance processes is a plus.
• Bilingual in English and Spanish preferred; additional language skills are an advantage.
• Proven leadership skills with the ability to motivate and guide a team.
• Strong customer service and interpersonal communication skills, with a high degree of diplomacy and tact.
• Advanced phone and organizational skills, with the ability to manage multiple tasks efficiently.
• Familiarity with modern office procedures, basic math, and computer data entry (minimum typing speed of 45 WPM).
• Flexibility and adaptability to changing departmental needs, with the ability to work under pressure.

Personal Qualities:

• Friendly, approachable, and confident, with a professional demeanor.
• Strong problem-solving and conflict-resolution skills.
• Commitment to delivering exceptional service and maintaining patient confidentiality.
• Highly organized, detail-oriented, and capable of prioritizing tasks effectively.

Skills:

• Proficiency in managing phone systems and office equipment.
• Excellent verbal and written communication skills.
• Ability to multitask and thrive in a fast-paced environment

• Ability to sit or stand for extended periods.
• Capability to lift up to 15 pounds.
• Clear communication skills for interactions with patients and staff in person and over the phone.

We Offer:

• Competitive Salary
• Health, Dental, and Vision Insurance
• 401(k) Matching
• Paid Time Off

If you are a motivated individual with proven leadership skills and a passion for delivering exceptional service, we encourage you to apply for the Lead Receptionist position.

Our organization is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.