Job Details

Description

JOB DESCRIPTION: RECEPTIONIST LEAD

REPORTS TO: Front Office Supervisor

DEFINITION OF POSITION: Under supervision of the Front Office Supervisor, a Front Office Lead is a crucial role within an organization's patient access. As the primary point of contact for guests, patients, and visitors, a Front Office Lead is responsible for ensuring exceptional customer service and smooth operations within the front desk or reception area. This role involves leading and supervising a team of front desk staff, overseeing daily activities, and maintaining excellent communication with other departments. They handle check-ins and check-outs, make appointments, answer phone calls, and respond to various inquiries. In addition, a Front Office Lead must possess strong multi-tasking skills, as they are responsible for managing administrative tasks. They also assist in resolving customer complaints and ensuring patient satisfaction. Exceptional interpersonal skills, organizational abilities, and leadership qualities contribute to the smooth functioning of the front office or reception area.

IGA is committed to the attainment and maintenance of an ergonomically healthy workplace to protect all employees. Safe working conditions are a top priority. Our goal through the support of physicians, administration and staff is to create a culture of ergonomic safety. Staff are encouraged to ask for assistance when heavy items to prevent musculoskeletal injuries. All concerns from staff are to be forwarded to the Site Administrator to facilitate correction of any scenario where staff may feel a risk may occur. Adequate lighting should be maintained, and workstations will be equipped for ergonomic safety. Staff are encouraged to wear nonskid footwear, remove or eliminate all clutter, cabinet doors should remain closed, spills will be wiped up immediately, cables will be kept out of traffic flow areas.

RESPONSIBILITIES:

1. Leading, guiding, and mentoring the front desk team across all IGA clinic sites.
2. Onboarding and training of new employees, ensuring they understand procedures and protocols.
3. Addressing and resolving patient complaints or inquiries.
4. Overseeing daily front desk activities, including check-ins, check-outs, and patient requests.
5. Representing IGA with courtesy and a positive attitude
6. Addressing any questions from team members
7. Redirect all incoming returned mail
8. Maintain clinic recalls
9. Communicate and explain any workflow changes
10. Monitor automated appointment confirmations, confirm/document any appointment changes if needed
11. Demonstrates ability to operate and maintain copy machine, credit card machine, and scanner
12. Maintain computer skills required, including proficiency in typing, Microsoft Office, Ggastro, and Klara
13. Assists in keeping lobbies clean and orderly
14. Maintain HIPAA compliance
15. Answers questions and gives information directly, or on the telephone within the scope of their knowledge
16. Demonstrates respect for IGA policies for security, privacy, and confidentiality while using IGA equipment
17. Immediately reports any network, hardware, or software malfunction to the IT department or Immediate Supervisor
18. Communicates pertinent information to others
19. Follows personnel policies contained within the IGA personnel manual
20. Has the ability to adapt to changes in the work environment; Manages competing
demands; Able to handle frequent change, delays, or unexpected events
21. Hold staff responsible for their assigned duties and tasks
22. Assist in the annual review of staff in conjunction with the Front office Supervisor
23. Conduct basic reporting at the direction and need of the Front office Supervisor to measure and track staff productivity.
24. Other duties as assigned