Patient Access Front Desk Lead

The Lead Front Desk Associate serves as a senior member of the patient access team and provides day-to-day leadership, guidance, and support to front desk staff. This position is responsible for ensuring efficient, compassionate, and culturally responsive patient registration and check-in/check-out services while maintaining compliance with HRCHC policies, FQHC requirements, HIPAA regulations, and applicable federal and state healthcare standards.

This position does not have direct reports. Does provide day-to-day guidance on the workflow and expectations as it relates to the Lead Front Desk position.

• With direction from the Patient Access Manager, the Lead Front Desk Associate Provides direction, and supports Front Desk Associates.
• Serve as a resource for staff regarding registration, scheduling, insurance verification, patient flow, and front desk procedures.
• Assist with opening and closing front desk operations and ensuring appropriate coverage throughout the day.
• Welcome patients in a professional, respectful, and culturally sensitive manner.
• Perform and/or oversee accurate patient registration, demographic updates, insurance verification, and eligibility checks.
• Ensure patient information is accurately entered and maintained in the electronic medical record (EMR) system.
• Schedule, reschedule, and confirm patient appointments in accordance with established scheduling guidelines.
• Monitor appointment availability, cancellations, no-shows, and other access-related issues.
• Assist patients with questions regarding appointments, registration, insurance, payments, and available services.
• Collect copayments, balances, and other authorized patient payments while following established cash-handling procedures.
• Assist staff with resolving patient concerns and escalating complex issues appropriately.
• Coordinate with clinical staff to facilitate efficient patient flow and minimize delays.
• Help train and orient new Front Desk Associates and provide ongoing coaching and mentoring.
• Monitor front desk workflows for accuracy, efficiency, and compliance with HRCHC policies and procedures.
• Assist supervisors with identifying training needs, workflow concerns, and opportunities for process improvement.
• Support the implementation of organizational policies, procedures, quality initiatives, and patient-centered service standards.

• Maintain strict confidentiality of patient information and comply with HIPAA and all applicable privacy requirements.
• Demonstrate knowledge of HRCHC services, programs, sliding-fee policies, insurance requirements, and community resources.
• Assist patients with completing required forms and understanding registration and financial assistance processes.
• Support referrals, medical records requests, authorizations, and other administrative processes as assigned.
• Maintain a clean, organized, and welcoming reception area.
• Handle telephone calls and patient inquiries professionally and efficiently.
• Participate in staff meetings, training programs, quality improvement activities, and organizational initiatives.
• Maintain professional relationships with patients, coworkers, providers, vendors, and community partners.

Perform other duties as assigned.

• High school diploma or GED equivalent.

• Associate degree in Healthcare Administration, Medical Office Administration, Business Administration, Public Health, or a related field, preferred.
• Minimum of 2-3 years of experience in a medical office, primary care, community health center, FQHC, hospital, or other healthcare patient-access environment.
• Experience with electronic health records (EHR), patient registration, scheduling, insurance verification, and/or…