As first point of contact, the Patient Experience Lead should act as the face of the organization. This 

position will coordinate and oversee activities of the front office and front office team members to 

ensure compassionate and professional care for patients and effective and efficient front office 

workflow. The Patient Experience Lead should be confident, professional, and work comfortably under 

pressure while multi-tasking in a fast-paced environment. 

Duties and Responsibilities 

The Patient Experience Lead performs the following duties as assigned: 

• Attend monthly Patient Experience Meetings and additional Clinic Office Coordinator

training 

• Assist with CPI data collection and front desk reporting for the assigned clinic 

• Coordinate, organize and assign duties for all front desk team members to ensure work is 

being done efficiently and timely 

• Establish front desk team member work schedules monthly and request Floater(s) from the 

Regional Supervisor as needed. 

• Receive call-ins and ensure coverage for front desk. Coordinate with Regional Supervisor

if Floater(s) are needed. 

• Orients and trains new and current front desk team members on FHN front office policies, 

processes, and procedures. 

• Coordinate daily huddles and ensure all departments are meeting together daily so that the 

clinic can focus as a team on care coordination and clarification of issues. 

• Assist with interviews for front desk staffing in the assigned clinic. 

• Maintain adequate front office supplies and order from Central Supply as needed 

• Evaluate performance of front office team members and conduct written performance 

evaluations after 90 days as need 

• Alert Regional Supervisor to any needed disciplinary action or large unresolved issues 

• Assist in disciplinary action as needed in conjunction with the Regional Supervisor and 

the Human Resources department. 

• Monitor any overtime over 4 hours every pay period (if no Saturday or supervisor approved 

overtime was worked).

• Perform all duties within HIPAA regulations. 

• Be passionate about healthcare excellence. 

• Other duties may be assigned as needed.

Knowledge, Skills and Abilities

Required

• Knowledge of Center’s Policy and Procedures

• Must have excellent public relations and customer service skills.

• Exhibit courtesy/respect for co-workers and be willing to help co-workers when needed.

• Demonstrate organizational abilities and dependability.

• Requires good written and verbal communications skills to communicate effectively with  individuals at all levels of the organization.

• Must be able to work under general supervision.

• Must have a professional and mature demeanor.

• Must be able to work in a fast-paced department and handle multiple tasks, work with  interruptions, and deal effectively with confidential information.

• Must be able to retain composure and react effectively in emergency situations.

• Excellent telephone etiquette and interpersonal skills.

Preferred 

• MS Word and Excel experience 

• Bilingual English/Spanish communication skills

Credential and Experience

Required

• Grade/Level of Education: 12/High school diploma or equivalent.

• Current Cardiopulmonary Resuscitation (CPR) for Healthcare Professionals Certification.

Preferred 

• One (1) year of experience at a healthcare facility in a medical/behavioral health/dental receptionist role.

• Medical Assistant, Billing, or Front Office Management certification from an accredited vocational school