The Front Office Team Lead serves as a vital subject matter expert for the Front Desk and Call Center teams. This role bridges the gap between leadership and staff by implementing organizational goals, managing daily schedules, and overseeing essential financial tasks like cash box reconciliation. As a mentor and point of contact, the Team Lead empowers staff through training and conflict resolution while maintaining a hands-on presence to fill in across all front-office areas. Above all, they ensure the delivery of high-quality patient service, fostering a team culture that treats every patient like family. 

Team Lead Responsibilities  

• Serves as team lead for front office staff: Front Desk and Call Center 
• Supports department manager in implementing organizational goals for front office team  
• Communicates schedule and assignment changes from the department manager and/or leadership to the front office team  
• Serves as Point of Contact when manager is absent or out of office, including call-out notifications and coverage assignments 
• Serves as the team resource and subject matter expert regarding the day-to-day activities of the team and delegates tasks to team members as required by the department manager  
• Assist in training new employees, acts as new employee mentor, cross-training staff, and re-training staff.  
• Helps identify team members for training opportunities 
• Contribute feedback and perspective to hiring and orientation of new and potential employees 
• Completes daily cash box close out including counting and verifying the individual deposits for all cash boxes, excluding their own if applicable 
• Creates an inspiring team environment through open communication and collaboration, in alignment with the organization’s culture 
• Empowers team members by sharing skills to improve their confidence, customer service, technical knowledge, and communication skills 
• Assists the department manager with the hiring process and new team member training, as requested 
• Ensures all branded materials and physical workspaces meet the organization’s standards 
• Always provides high quality customer service, including interacting with patients, answering patient enquiries, and effectively handling patient complaints 
• Listens to team members’ feedback; works to manage and resolve issues or conflicts 
• Appropriately escalates employee or patient issues to department manager and/or Human Resources as required  
• Provides informal feedback to team members on an ongoing basis  
• Possesses the ability to fill in as needed in all areas of the front office team  
• Regularly communicates opportunities for improvement with department manager 
• Reviews and approves all timecards and manages employee time off requests 

Front Office Representative Responsibilities  

• Greets patients in a welcoming manner with an understanding that the Front Office is the first and last impression in the office 
• Collects predetermined co-payment and/or balance at check-in from the patient 
• Scan and confirm insurance card and demographic information at each visit 
• Balances payments received at the end of the day  
• Keeps waiting room and bathroom clean and stocked throughout the day 
• Responds to patient walk-in issues by personally resolving issues or directs to the appropriate department or supervisor (i.e.: refills, paperwork, payments) 
• Prepare ROS for the following clinic day  
• Accurately schedules appropriate follow-up visits and in-office testing as ordered by providers 
• Reschedules appointments as necessary 
• Timely and accurately completes all assigned T and D jelly beans and actions 
• Develops in-depth understanding of the in-office testing schedule    
• Appropriately notifies billing about any add-ons through an action in the EMR 
• Maintains strict confidentiality according to HIPAA Privacy & Security Rule 

 Education and Qualifications 

• High school diploma or GED, required. 

Job knowledge and skills 

• Demonstrates the ability to achieve accuracy and consistency with attention to detail when entering demographic information and confirming insurance  
• Demonstrates excellent verbal and written communication skills  
• Demonstrates proficient computer/electronic medical record system usage skills 
• Exhibits an ability to adapt to unpredictable situations within the work setting; ability to remain flexible  
• Demonstrates excellent relationship building skills and ability to network with other offices and teams (internal and external) 

Full-Time Benefits & Perks 

• Set scheduled 4-day work week 
• Comprehensive Medical, Dental, and Vision insurance (effective 1st of the month following 60 days) 
• Company-paid Long-Term Disability (60%) and $25,000 Basic Life Insurance 
• 6 Paid Holidays: New Year’s Day, Memorial Day, 4 of July, Labor Day, Thanksgiving, & Christmas 
• PTO accrued at 3.08 hours per paycheck (80 hrs/yr) 
• 401k matching program after 1 year worked 
• VIP Status at both Southeastern Cardiology and Southeastern Gastroenterology 
• Discounts through Uniforms of America, and the Working Advantage program.