Front Office Lead

The Front Office Lead at Orthopedic Center of Florida plays a vital role in the daily administrative operations of a high-volume, specialty care environment. This position provides oversight and leadership to front office personnel to ensure exceptional patient service, accurate scheduling, and efficient administrative support. The Front Office Lead coordinates staffing, resolves patient concerns, facilitates training, and supports financial reconciliation processes, all while promoting a culture of professionalism and care.

This individual must be a proactive leader with strong communication skills and a deep understanding of orthopedic practice operations and the Athenahealth electronic health record (EHR) system.

Essential Duties and Responsibilities:

• Front Office Operations & Oversight
• • Supervise all front desk functions, including patient check-in/check-out, appointment scheduling, and verification of insurance and referrals.
  • Ensure adherence to clinic policies, procedures, and standards of service excellence.
  • Provide coaching and additional training to staff as needed.
• Staff Coordination & Coverage
• • Manage staff scheduling to ensure adequate front desk coverage for all shifts, including coordination of PTO and call-off coverage.
  • Work collaboratively with the Patient Access Manager to monitor and adjust staffing based on clinic needs and patient volume.
  • Fill in for coverage as needed, travel to all locations required.
• Patient Relations & Complaint Resolution
• • Serve as the primary point of contact for front office complaints; resolve issues professionally and in alignment with clinic values and protocols. Escalate complaints and grievances to Patient Access Manager as needed.
  • Support a positive patient experience by fostering a courteous and responsive environment.
• Training & Onboarding
• • Develop and implement structured training programs for new front office employees.
  • Ensure all staff are proficient in Athenahealth workflows, scheduling protocols, and clinic-specific procedures.
• Task Delegation & Performance Monitoring
• • Assign daily duties and special projects to front desk personnel and monitor task completion.
  • Track staff performance and provide coaching, support, and feedback as needed.
• Financial & Administrative Support
• • Assist with daily reconciliation of patient payments, including co-pays and credit card transactions.
• Cross-Department Collaboration
• • Serve as a liaison between front office staff and clinical, billing, and administrative teams to resolve scheduling and access-related concerns.
  • Partner with the Patient Access Manager on staffing strategies and patient access improvement initiatives.
• Office Supply Management
• • Monitor inventory levels and coordinate with supply chain for ordering of necessary office supplies and materials to ensure continuous front desk operations.
• Coverage & Flexibility
• • Provide hands-on support at the front desk during high-volume periods or when staff coverage is limited.
  • Demonstrate flexibility in responding to evolving clinic priorities and patient care demands.

Qualifications:

• 1 - 3 years of supervisory or team lead front desk experience in a healthcare environment required.
• Proficiency in Athenahealth EHR is preferred.
• Excellent communication, problem-solving, and organizational skills.
• Knowledge of HIPAA and patient confidentiality standards.
• Ability to lead a team in a fast-paced clinical environment while maintaining professionalism and attention to detail.

Pay range $21 - $23/hr.

Working Conditions and Physical Requirements:

• Clinical office setting with regular patient and staff interaction.
• Prolonged periods of sitting, standing, and walking.
• Occasional lifting of supplies or equipment up to 25 lbs.