Lead Front Desk Associate

Description

At Barbour Orthopaedics, we’re dedicated to providing exceptional orthopedic care through advanced medical techniques, cutting-edge technology, and a patient-centered approach. As a trusted name in orthopaedic medicine, we pride ourselves on our collaborative environment, commitment to excellence, and a shared mission to help patients live healthier, more active lives.

We are currently seeking a Lead Front Desk Associate to join our team.  The Lead Front Desk Associate serves as the primary front-office leader for the clinic, ensuring exceptional patient care, superior service and efficient operations. This role serves as a hands-on professional supporting staff performance and the standardization of workflows.

Key Responsibilities Include:

• Leadership & Staff Development
• Facilitate training for new hires on front desk procedures, etiquette, and system workflows.
• Promote a culture of teamwork and professionalism by leading by example in patient communication and adhering to dress code standards.
• Act as the primary resource for front desk procedures and NexGen/Luma system updates; lead the implementation of new front desk processes.
• Monitor and respond to the "All Front Desk" MS Teams chat and recap weekly call notes to ensure all clinics are aligned.

Operations & Project Management

• Spearhead and manage all front desk special projects and strategic initiatives.
• Assist with patient check-in/out and provide the Business Operations Manager (BOM) with real-time updates on scheduling conflicts or flow disruptions.
• Manage escalated scheduling complexities and troubleshoot NextGen system issues.
• Oversee proactive inventory management for the office(s). Maintain optimal stock levels of all supplies through consistent auditing and timely procurement to ensure zero downtime in daily operations. 

Audit & Accuracy: 

• Conduct standardized audits of patient registration files to ensure demographic and insurance accuracy.
•  Maintain organized, HIPAA-compliant patient charts to ensure total data confidentiality.
• Perform "Tour of Barbour Key Standards," providing immediate feedback to staff and reporting deficiencies to the BOM.

Conflict Resolution & Escalation

• Serve as the first point of contact for resolving patient complaints; escalate unresolved issues to the Business Operations Manager.

Requirements

MINIMUM QUALIFICATIONS :

• Minimum of one (1) year of experience directly supervising or leading employees, including responsibilities such as performance reviews, coaching, mentoring, providing corrective feedback, and supporting employee development.
• Minimum of two (2) years of front desk, medical office, healthcare administration, or related customer-facing administrative experience.
• Demonstrated ability to train, coach, and mentor staff while holding team members accountable to established standards and expectations.
• Strong knowledge of front desk operations, patient registration, scheduling, insurance verification, and patient communication.
• Strong organizational and time-management skills with the ability to prioritize competing responsibilities and manage multiple projects.
• Excellent verbal and written communication skills with the ability to communicate effectively with patients, providers, leadership, and team members.
• Demonstrated ability to handle confidential patient information in accordance with HIPAA and organizational policies.
• Ability to exercise sound judgment, resolve conflicts, troubleshoot operational issues, and appropriately escalate concerns to leadership.
• Demonstrated commitment to professionalism, teamwork, accountability, and delivering an exceptional patient experience.