Job Title: Front Desk / Administrative Assistant

Reports To: Facility Director / Lead Administrative Staff

Job Summary

The Front Desk Lead / Administrative Assistant is responsible for overseeing front desk operations while ensuring efficient patient registration, administrative workflow, and superior customer service. This role combines leadership responsibilities with hands-on administrative duties to support daily operations, maintain compliance, and enhance patient experience.

Key Responsibilities/ Essential Duties and Responsibilities

Front Desk & Patient Registration

• Greet patients in a professional and courteous manner upon arrival 
• Accurately enter patient demographic, insurance, and financial information 
• Collect co-pays, deductibles, and co-insurance payments 
• Maintain patient logs, charts, and documentation 
• Perform patient check-in and check-out processes, including exit interviews 

Administrative & Clerical Duties

• Answer, screen, and direct incoming calls 
• Manage emails, documentation, scanning, faxing, and filing 
• Maintain daily financial logs and perform cash reconciliation 
• Prepare reports, patient records, and informational packets 
• Ensure proper documentation for billing and compliance

Leadership & Coordination

• Support and guide front desk staff to ensure smooth workflow 
• Monitor daily operations and address inefficiencies 
• Assist in training new staff members 
• Coordinate with clinical and administrative teams

Customer Service

• Maintain a high level of professionalism and patient satisfaction 
• Address patient concerns and escalate issues when necessary 
• Communicate effectively with patients, families, and staff 

Compliance & Quality

• Ensure compliance with HIPAA, OSHA, and facility policies 
• Participate in quality improvement and safety programs 
• Audit charts and maintain accurate records

Inventory & Resource Management

• Maintain adequate supplies and inventory at the front desk 
• Assist in ordering and stocking necessary materials 

Safety & Operations

• Maintain a clean, safe, and organized work environment 
• Report any safety concerns or equipment issues promptly

Core Competencies

• Professional Maturity: The ability to separate emotional feelings from the real issues at hand.
• Responsibility: The ability to accept choices you have made and the results they have led to.
• Communication: The ability to write and speak effectively; actively listens to others, and give feedback.
• Flexibility: Demonstrate responsiveness and adaptability following change initiatives.
• Intelligence: Understand information and apply new knowledge.
• Energetic: Exhibits high levels of energy and enthusiasm.
• Organized: Efficient in structuring tasks to be accomplished.
• Computer Savvy: The ability to use technology efficiently and effectively.
•  Customer Service: The ability to enhance customer satisfaction.
•  Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization.
• Integrity and Respect: Demonstrates upmost level of integrity.
•   Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation.
• Collaboration and Partnership: Encourages participation from team members.
•  Manages Change: Demonstrates flexibility with changing environments.
•  Problem Solving: Resolve issues in a timely manner
• Attention to Detail: Follows procedures to ensure entry of data.
• Organization: Uses time efficiently by prioritizing and planning work activities.
•  Judgment: Ability to make independent decisions.
•  Teamwork: Works with others to accomplish objectives and shows support for decisions.
•  Quality: Sets high standards to ensure quality in work performed.
• Accountability: Takes responsibility for adhering to all company policies, procures, and performance expectations.

KPIs

• Patient Registration Accuracy: Maintain = 98% accuracy in patient demographic, insurance, and financial data entry 
• Patient Check-In Time: Complete patient registration within 5–10 minutes on average 
• Call Handling: Answer = 90% of incoming calls within 3 rings and route appropriately
• Payment Collection: Ensure 100% collection of applicable co-pays, deductibles, and balances.
• Document Processing: Complete scanning, filing, and documentation updates within the same business day (= 95%).
• Daily Reconciliation: Maintain 100% accuracy in cash logs and financial records with no discrepancies.
• Patient Satisfaction: Achieve = 90% positive patient feedback related to front desk experience.
• HIPAA & Compliance: Maintain 100% compliance with HIPAA and regulatory requirements.
• Task Completion: Complete = 95% of assigned tasks within established timelines.
• Attendance & Punctuality: Maintain = 98% adherence to scheduled shifts and attendance policies.

Marginal Duties

• Assisting clinical staff with basic non-clinical tasks when needed 
• Supporting other departments during high patient volume 
• Helping with onboarding paperwork for new hires 
• Covering front desk duties for other shifts or locations 
• Assisting with inventory checks or supply restocking 
• Participating in meetings, trainings, or special projects 
• Performing additional administrative tasks as assigned by management 

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Education & Experience:

• High school diploma or equivalent.
• 1-3 years office experience in a health care setting preferred.
•  Previous customer service experience preferred.
•  Must be able to effectively communicate with customers both in person, and over the telephone.
• Must have understanding of basic medical terminology 

Skills:

• Basic computer skill