Front Office Lead

Full-Time Lead Front Office Specialist

Location: On-site in Wausau, Wisconsin

Schedule: Full-time (Monday - Friday)

Behavioral Health Clinic (BHC) is seeking a customer-focused, organized, and experienced Lead Front Office Specialist to support our Wausau location. This on-site position combines daily front office responsibilities with team leadership, training, scheduling coordination, and problem-solving.

The Lead Front Office Specialist plays an important role in creating a welcoming and professional experience for clients, visitors, referral sources, and healthcare professionals. This individual will also guide and develop Front Office Specialists and Virtual Assistants, improve front office processes, and help set the team up for continued success.

The ideal candidate has experience managing or developing people, strong front office and customer-service skills, and the ability to lead with confidence, accountability, and professionalism.

• Team Leadership and Development

• Oversee, guide, and support Front Office Specialists while continuing to perform regular front office responsibilities.
• Serve as an educational and procedural resource for Front Office Specialists and Virtual Assistants.
• Train and support new employees on front office procedures, systems, policies, and customer-service expectations.
• Coach team members and identify opportunities for continued learning and professional development.
• Promote improved team and business outcomes by strengthening customer service, increasing process efficiency, and reducing errors.
• Maintain the daily front office staffing schedule and reassign team members as needed in coordination with the Director of Operations.
• Provide day-to-day guidance and help the team prioritize responsibilities based on client and organizational needs.
• Respond to and initially resolve client questions, complaints, and service concerns.
• Communicate with the Director of Operations regarding personnel concerns and assist with resolving front office challenges.
• Model professionalism, accountability, integrity, teamwork, and a positive approach to problem-solving.

• Greet clients and visitors in a cheerful, welcoming, and professional manner.
• Confirm client demographic information and facilitate check-in and checkout.
• Assist clients and visitors with required forms and documentation.
• Request and collect payments for services.
• Schedule appointments according to company policies and client needs.
• Complete all scheduling and follow-up documentation accurately and promptly.
• Maintain a thorough understanding of BHC services, locations, clinicians’ schedules and specialties, HIPAA requirements, and general billing and insurance policies.
• Maintain a clean, organized, and welcoming waiting area, hallway, and front office.

• Answer incoming calls in a cheerful, welcoming, and professional manner.
• Identify callers’ needs and provide accurate information about BHC services, policies, locations, and clinicians.
• Take accurate messages and recognize concerns that require urgent or time-sensitive follow-up.
• Communicate messages promptly to the appropriate team members according to company guidelines.
• Place outbound calls to clients, physician offices, and other contacts regarding appointments, outstanding balances, records requests, insurance verifications, outreach, and other customer-service needs.
• Check voicemail, shared email inboxes, and incoming faxes at least every 30 minutes during the shift.
• Process inquiries and distribute messages in a timely manner.
• Proactively ask clients and callers how they learned about BHC and how the clinic can better assist them.
• Maintain clear and detailed shift notes so other team members understand the status and priority of unresolved items.

• Use BHC’s electronic medical record system to complete front office responsibilities.
• Update client records accurately and promptly.
• Maintain clinicians’ schedules across all programs.
• Review schedules daily for errors, conflicts, inconsistencies, and missing information.
• Investigate and resolve scheduling issues and update records as needed.
• Maintain a client waiting list and contact clients when appointments become available.
• Prepare clinician schedules, testing supplies, new-client charts, room-use schedules, and other materials needed for the following business day.
• Complete assigned urgent and non-urgent tasks, including…