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 theinitialpoint 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‑solvingto enhance patient experience, team performance, and workflow efficiency.

This position is directly accountable for the following key areas:

• 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 andassistwith resolution when possible.

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

• Ensuretimelycheck‑inandcheck‑outfor all patient encounters.

• Ensure required patient forms are completed at each visit.

• Scan required documents into the EHR accurately and promptly.

• Monitor and complete EHRin‑basket messages and work queue tasks.

• Accurately schedule patient appointments following established policies and procedures.

• Manage walk‑inpatient and emergency visitsin accordance with clinic protocols.

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

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

• Call and reschedule patients whono‑showedthe previous day.

• 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.

• Serve as theinitialpoint of contact for questions from Front Desk Specialists.

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

• Provide front desk orientationtonew staff members.

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

• Support the Practice Managerwithmonitoring clinic goals and operational objectives.

• Maintain an organized and clean patient waiting area.

• Monitor supply needs andsubmitsupply lists to the Practice Manager.

• Ensure phone coverage, voicemail review, andtimelyreturn 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 torole.

• Provide cross‑coverage to other clinics as needed.

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

• Performadditionalduties or special projects assigned to supportorganizationoperations.

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

• High school…