Front Desk Patient Lead

Description

SEES Group, exceptional patient care starts with exceptional people. As one of the largest eye care networks in the Southeast and Mid-Atlantic, we provide our teams with the training, technology, and support they need to thrive while making a difference in patients' lives. Together, we're building the future of eye care.

At AVP

SEES Group, exceptional patient care starts with exceptional people. As one of the largest eye care networks in the Southeast and Mid-Atlantic, we provide our teams with the training, technology, and support they need to thrive while making a difference in patients' lives. Together, we're building the future of eye care.

To deliver the best possible outcomes for our patients, serve and educate our provider network, and fulfill our commitment to our stakeholders.

• Paid Training & Career Development
• Growth & Advancement Opportunities
• Supportive Team Environment
• Competitive Benefits Package
• Tuition Reimbursement Opportunities
• Employee Eyewear Discounts
• Referral Bonus Program
• Make a Meaningful Difference Every Day

The Patient Experience Lead is responsible for overseeing front desk operations in the ophthalmology practice, ensuring a seamless and exceptional patient experience. This person leads by example and serves as the primary point of contact for the front desk staff, providing guidance, training, and support while working closely with the Practice or Clinical Manager to optimize efficiency and service quality. The Patient Experience Lead plays a critical role in fostering a patient‑centric culture and ensuring operational excellence at the front desk.

• Advanced Patient Care Coordination
• Leads and mentors the Patient Experience Coordinator I and II team members by example.
• Ensures smooth and efficient front desk operations, including patient check‑in/check‑out, scheduling, and insurance verification.
• Assists in the development and implementation of front desk policies and procedures to enhance workflow and patient satisfaction.
• Acts as the primary point of escalation for front desk issues, efficiently resolving patient concerns and operational challenges.
• Collaborates with the Practice Manager to identify areas for improvement and implement best practices.
• Monitors front desk performance metrics, ensuring adherence to key performance indicators (KPIs) such as wait times, patient satisfaction, and schedule utilization.
• Maintains strong knowledge of insurance policies, prior authorizations, and payment collections to assist in patient education and front desk support.
• Ensures compliance with HIPAA, OSHA, and company policies to maintain a safe and confidential environment.
• Coordinates staffing and shift coverage to ensure front desk operations run smoothly.
• Acts as a liaison between front desk staff and management, effectively communicating updates, concerns, and process improvements.
• Demonstrates intricate knowledge of all front desk duties.
• Addresses and resolves complex patient concerns or complaints, working directly with patients and medical staff to find solutions that align with company policies and patient needs.
• Leads the efforts to ensure patients receive clear and thorough explanations of their care plans, procedures, and post‑care instructions, acting as their advocate throughout their journey.
• Assists in providing exceptional care by ensuring timely and accurate appointment scheduling, ensuring patients are well‑informed about their visit times, and any needed documentation for their appointments (ex: insurance cards, copays, existing patient balances, etc.)
• Ensures smooth patient registration by performing all needed pre‑registration tasks.
• Accurately collects and verifies patient information during…