Front Desk Lead

Fredericksburg Christian Health Center (FCHC)

Location:

Fredericksburg, Virginia

Employment Type:

Full-Time

Reports to:

Director of Operations

Fredericksburg Christian Health Center (FCHC) is a faith-based healthcare ministry committed to bringing the hope and healing of Christ to the poor and marginalized by treating the body, mind, and spirit.

We are seeking an experienced, dependable, organized, and compassionate Front Desk Lead to provide day-to-day leadership and coordination of the front desk team while ensuring patients receive excellent service and the clinic operates efficiently. Must be proficient in Epic and have at least 2 years of primary care experience.

The Front Desk Lead provides daily leadership and oversight of front desk operations, serving as a working lead for Front Desk staff and other assigned administrative staff. This position ensures patients check-in and check-out, appointment scheduling, referrals, faxes, scans, telephone communications, registration, EHR documentation, payments, and front-desk workflow are completed accurately and efficiently.

The Front Desk Lead serves as a key communication link between the front desk, clinical teams, behavioral health, case management, and administrative leadership. The position is expected to identify and address routine operational issues independently and escalates significant concerns to the Director of Operations.

• Provide daily direction and support to Front Desk Receptionist and other assigned front-office staff.
• Serve as the primary point of contact for front-desk operational questions and issues.
• Assign and coordinate daily front-desk responsibilities to ensure appropriate coverage.
• Monitor front-desk workflow and redistribute duties as needed based on patient volume and staffing.
• Ensure front-desk staff follow established policies, procedures, and customer service standards.
• Responsible for training, coaching, onboarding, and orientation of new front-desk employees.
• Serve as a role model for professionalism, teamwork, patient service, and dependability.
• Communicate staffing, workflow, and operational concerns to the Director of Operations.

• Welcome patients, visitors, volunteers, and guests in a professional, compassionate, and respectful manner.
• Ensure patients are checked in and checked out accurately and efficiently.
• Assist staff with resolving routine patient concerns and administrative questions.
• Address front-desk complaints professionally and escalates concerns when appropriate.
• Promote a positive and welcoming patient experience.
• Ensure the reception area remains organized, clean, and professional.

• Oversee daily appointment scheduling activities and assist staff with complex scheduling issues.
• Monitor provider schedules and appointment templates for accuracy and appropriate utilization.
• Assist with scheduling, rescheduling, cancellations, confirmations, and waitlists.
• Monitor appointment availability and identify scheduling concerns or gaps. li>
  
  Coordinate with clinical staff regarding patient flow, schedule changes, provider availability, and urgent administrative matters.
• Assist with managing no-shows and cancellations according to FCHC procedures.
• Help ensure the front desk supports an efficient patient flow throughout the clinic.

• Ensure accurate patient registration and demographic information.
• Monitor front-desk EHR processes for accuracy and compliance.
• Ensure required forms and documentation are completed and properly entered or scanned into the EHR.
• Assist staff with EHR-related front-desk questions and escalates technical issues when necessary.
• Ensure patient information is handled in accordance with HIPAA and FCHC privacy policies.

• Ensure incoming calls are answered promptly and professionally.
• Monitor telephone coverage and ensure calls are appropriately routed.
• Assist with difficult or escalated patient calls when appropriate.
• Ensure messages are accurately documented and communicated to the appropriate staff.
• Monitor front-desk communications to ensure timely follow-up.

• Ensure patient payments are collected and documented according to FCHC policies.
• Assist with daily front-desk reconciliation and reporting as assigned.
• Ensure receipts and payment documentation are accurately maintained.
• Assist patients with…