Department:

Front Office Reports To:

Clinic Director / Office Manager The Front Office Lead oversees the daily operations of the front office team, ensuring smooth coordination of scheduling, phone communications, billing support, and administrative compliance for a multi-disciplinary, family-centered pediatric therapy. This role provides leadership, training, and quality oversight for front office staff while directly handling Medicaid audit compliance, notary services, and serving as backup coverage across front office functions — including scheduling coverage during the final 1.5 hours of the scheduler's shift when needed. The role is also the front office's first point of contact for de-escalating difficult situations with parents/caregivers.

This is a working-lead role:

the person in this position both performs front office duties and supervises the team members who perform them Key Responsibilities Team Oversight & Operations

• Supervise and support front office staff, including the Scheduler and Administrative Assistant, ensuring tasks are completed accurately and on time
• Serve as the point of escalation for scheduling conflicts, billing questions, or patient/family concerns that front office staff can't resolve independently
• Monitor workflows across scheduling, phone coverage, invoicing, and compliance tasks to identify gaps or bottlenecks
• Provide training and onboarding for new front office staff
• Coordinate front office coverage during staff absences, breaks, and time off Parent/Caregiver De-escalation
• Serve as the front office's first point of contact for addressing frustrated, upset, or difficult parents/caregivers
• Attempt to resolve concerns directly (scheduling conflicts, billing disputes, communication breakdowns, wait-time frustrations, etc.) before involving clinical or leadership staff
• Use judgment to determine when a situation should be escalated to the Clinic Director (e.g., safety concerns, complaints about clinical care, formal grievances, or situations that can't be resolved at the front office level) versus handled independently
• Document significant incidents or recurring concerns for the Clinic Director's awareness, even when resolved without escalation Medicaid Audits & Compliance
• Conduct Medicaid self-audits (absorbed from prior part-time role)
• Conduct external Medicaid audits
• Serve as notary for documents requiring notarization
• Maintain compliance documentation and ensure audit readiness Scheduling Backup
• Cover phone calls and scheduling for treatment sessions and evaluations during the last 1.5 hours of the day when the primary Scheduler is out or unavailable
• Provide overflow scheduling support during high-volume periods or staff absences Administrative Support
• Backup coverage for POC (Plan of Care) scheduling during Administrative Assistant's absence
• Backup invoicing support during high-volume periods
• Reviewing/spot-checking billing accuracy as part of quality oversight (not full billing ownership) Qualifications
• High school diploma or equivalent required; associate's or bachelor's degree preferred
• 3+ years of front office/administrative experience in a medical, dental, or healthcare setting preferred
• Prior supervisory or lead experience preferred
• Experience with Medicaid billing, invoicing, or audit processes strongly preferred
• Notary Public commission preferred, or willingness to obtain within 3 months of hire
• Experience in a pediatric or therapy-based clinical setting a plus
• Strong communication and de-escalation skills, with the ability to handle sensitive conversations with parents/caregivers professionally
• Proficiency with scheduling and billing software; EHR experience preferred
• Excellent organizational skills and ability to manage competing priorities across scheduling, compliance, and team supervision

Pay:

$25.00 - $35.00 per hour Expected hours: No more than 40.0 per week

Benefits:

Health insurance Paid time off Retirement plan

Work Location:

In person