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About the Role
The Front Desk Lead supports daily front desk operations, guides front desk staff, and ensures efficient workflows, accurate scheduling, and consistent patient service while maintaining compliance with practice policies.
Responsibilities
- Greet, check in, and check out patients, providing professional and welcoming service.
- Schedule and confirm appointments, respond to patient inquiries, verify insurance, obtain prior authorizations, and collect patient payments.
- Maintain accurate patient records, prepare charts, process medical records requests, and manage electronic faxes.
- Coordinate with clinical staff to support patient flow and minimize wait times.
- Serve as an initial point of contact for patient complaints, resolving routine concerns and escalating complex issues.
- Maintain a clean, organized, and appropriately stocked front desk and waiting area.
- Provide day-to-day guidance to front desk staff and reinforce expectations for professionalism, customer service, attendance, and adherence to practice procedures.
- Assist with onboarding, training, and development of front desk employees, including scheduling protocols and use of ModMed.
- Communicate staffing concerns, performance issues, training needs, and workflow challenges to management.
- Support consistent front desk processes and assist with implementing practice updates and procedural changes.
- Audit appointments scheduled at check-out and review provider schedules for accuracy, insurance participation, openings, and adherence to scheduling guidelines.
- Identify opportunities to fill cancellations and schedule openings using the patient waitlist.
- Coordinate with management, providers, and clinical teams to address scheduling concerns and improve patient flow.
- Assist with office supply ordering, bank deposits, pharmaceutical representative visits and lunches, and other office coordination needs.
- Identify workflow improvements and assist with operational needs across practice locations.
- Protect patient confidentiality and follow HIPAA requirements and practice policies.
- Follow established procedures for handling patient records, payments, deposits, and confidential information.
- Communicate operational concerns and collaborate with management and administrative teams.
- Perform other duties as assigned by management.
Requirements
- High school diploma or equivalent.
- Previous front desk experience in a medical office.
- Extensive experience in customer service (in-person and/or over the phone).
- Ability to manage multiple tasks efficiently and accurately.
Skills
- Excellent interpersonal, verbal, and written communication skills.
- Familiarity with ModMed or other electronic health record systems.
- Knowledge of medical terminology, especially related to eye care.
- Bilingual skills (Spanish or other languages) are a plus.
- Flexibility in work location with the ability to travel to each of our office locations (Albany, Clifton Park & Troy) during the work day.
Location
- Albany
- Clifton Park
- Troy
Work Type
- Full-time
Experience Level
- Previous experience in a lead or informal supervisory role.
Education Level
- High school diploma or equivalent.
Salary/Compensations
- $23.00 - $25.00 per hour