Front Desk Lead

Front Desk Lead

Families & Youth Innovations Plus (FYI+)

Position: Full-Time

Status: Non-Exempt / Hourly

Hourly Rate: $17.00 - $20.57 (3 levels based on experience and education)

Department: Intake, Triage and Assessment

The Front Desk Lead serves as the primary lead and coordinator of front desk operations, ensuring efficient patient flow, exceptional customer service, and adherence to organizational policies and procedures. The Front Desk Lead is responsible for maintaining a welcoming, professional environment while ensuring compliance with HIPAA regulations and other healthcare standards. The Lead serves as the primary point of contact and handles escalated situations by accessing appropriate supports as necessary.

This position oversees daily reception activities, supports front desk staff, and serves as a liaison between administrative operations and clinical teams. This position also requires the ability to be in proximity of people experiencing high levels of emotional distress and to be of assistance to the team in managing escalated situations.

Leadership & Staff Management

• Supervise, train, mentor, and schedule front desk staff.
• Ensure policy compliance and maintain trauma‑informed, gender‑affirming service.
• Provide coverage during absences and high‑volume periods.

Patient Services & Front Desk Operations

• Oversee check‑in/out, appointment scheduling, and patient flow.
• Handle escalated concerns and use de‑escalation/crisis‑response techniques.
• Verify insurance, collect payments, and resolve complex inquiries.
• Maintain confidentiality under HIPAA and 42 CFR Part 2.

Medical Records & Administrative Oversight

• Manage medical records accuracy, retrieval, and release requests.
• Oversee mail, correspondence, data entry, and supply inventory.
• Maintain organized filing and documentation systems.

Phone System Management

• Answer, triage, and route calls; complete callbacks.
• Provide program information and crisis de‑escalation when needed.

Quality Assurance & Compliance

• Conduct audits and ensure compliance with HIPAA, 42 CFR Part 2, and agency policies.
• Oversee monthly insurance verification and communicate issues.
• Implement and track required agency surveys; support quality improvement.

Communication & Coordination

• Serve as liaison between patients, clinical teams, admin departments, and external partners.
• Coordinate with insurance specialists and escalate complex issues.

• High school diploma or GED equivalent
• Minimum 2‑3 years of front desk or customer service experience in a healthcare setting
• Minimum 1 year of supervisory or lead experience
• Proficiency with Electronic Health Record (EHR) systems
• Strong computer skills, including Microsoft Office Suite
• Excellent verbal and written communication skills
• Knowledge of HIPAA regulations and patient confidentiality requirements
• Ability to multi‑task in a fast‑paced environment

• Associate's degree in healthcare administration, business, or related field
• Experience in behavioral health or CCBHC setting
• Knowledge of medical terminology
• Bilingual capabilities (Spanish or other languages commonly spoken in service area)