Lead Receptionist / Call Center Lead

Lead Receptionist / Call Center Lead Eastlake Cardiovascular

PC - 1.6

Saint Clair Shores, MI Job Details Full-time 20 hours ago Benefits Health insurance Qualifications Employee onboarding Patient flow optimization Healthcare staff management Operations management Mid-level Improving operational efficiency Patient service Medical scheduling Team development EMR/EHR Supervising experience Team management Performance Improvement (PI) Conflict management Front desk Onboarding process management Leadership Call center management Communication skills Staffing management Medical receptionist Overseeing training Customer complaint resolution Staff development

Full Job Description Position Title:

Lead Receptionist /

Call Center Lead Department:

Front Office Operations Location:

St.

Clair Shores Employment Type:

Full-Time Position Overview:

Eastlake Cardiovascular, PC is seeking an experienced and motivated Lead Receptionist / Call Center Lead to support front office operations within a fast-paced, high-volume cardiovascular practice. This location supports a patient volume of 200+ patients per day, requiring strong leadership, organization, and the ability to maintain efficiency and professionalism in a dynamic clinical environment.

Schedule :

Monday through Friday, daytime hours (no evenings or weekends).

Position Overview:

This role is responsible for overseeing daily reception and call center functions, supporting team development, and ensuring a seamless patient experience from check-in through scheduling and communication.

Key Responsibilities:

Lead and oversee daily reception and call center operations to ensure efficiency and excellent patient service Train, onboard, and orient new team members, including coordinating a structured three-week training program and maintaining training materials Monitor staff schedules, attendance, and punctuality; address concerns in partnership with leadership as needed Ensure appropriate staffing coverage for call-offs and assist with schedule adjustments to maintain workflow continuity Support and enforce workplace expectations, including professionalism, focus, and adherence to policies (e.g., phone usage, workplace conduct) Maintain and update front office binders, protocols, and reference materials to ensure accuracy and consistency Oversee scanning processes and ensure patient documentation and packets are complete and up to date Serve as a resource for front office staff, answering questions and providing real-time guidance Maintain a working knowledge of billing processes and provide frontline support for billing related inquiries, partnering with the billing team to address and resolve issues as they arise. De-escalate patient concerns and provide support in resolving patient complaints in a professional and service-oriented manner Collaborate with leadership to identify process improvements and enhance patient flow and team performance Rotate between opening and closing shifts to support operational needs

Qualifications:

Previous experience in a medical front office, call center, or patient access role required; cardiovascular or specialty practice experience preferred Prior leadership, supervisory, or lead experience strongly preferred Ability to manage multiple priorities in a high-volume environment with attention to detail and accuracy Working knowledge of medical billing processes, including the ability to troubleshoot basic billing inquiries and collaborate effectively with a billing team to resolve issues Strong communication, problem-solving, and conflict resolution skills Demonstrated ability to train, coach, and support team members Proficiency with EMR systems (EPIC experience preferred) and scheduling platforms preferred

Why Join Us:

Competitive compensation Comprehensive benefits package with Blue Cross Blue Shield healthcare insurance coverage Be part of a collaborative, patient-focused cardiovascular team Opportunity to lead and shape front office operations in a high-impact role Work in a fast-paced environment that values efficiency, teamwork, and continuous improvement Apply today and play a key role in delivering exceptional cardiovascular patient care.