Front Desk Team Lead

Summary:

The Front Desk Team Lead is responsible for overseeing the daily operations of the front desk registration team under the direction of the Business Office Manager. This role ensures consistent and efficient patient registration processes, accurate collection of demographic and insurance information, point-of-service collections, and exceptional customer service. The Front Desk Team Lead serves as the primary support for front desk staff, providing training, workflow guidance, and operational oversight while collaborating closely with scheduling, authorization, clinical, and billing teams to ensure seamless patient access and revenue cycle integrity. This role is essential in maintaining high standards of patient satisfaction, operational efficiency, compliance, and revenue capture. Essential Duties and Responsibilities These duties and responsibilities described below represent the general tasks performed on a daily basis; other tasks may be assigned. Operational Leadership Provide day-to-day operational guidance and support for front desk registration staff under the direction of the Business Office Manager. Ensure consistent application of standardized registration workflows across all imaging locations. Assist with staff scheduling, coverage, and workflow adjustments to maintain efficient patient flow. Ensure standardized registration workflows are followed consistently across all imaging locations. Patient Registration & Customer Service Ensure patients are greeted professionally and registered accurately and efficiently. Monitor accurate entry of patient demographics, insurance, and required contact information. Address patient concerns, service recovery needs, and escalate issues as appropriate. Revenue Cycle Support Support point-of-service collections, including copays, deductibles, and self-pay balances. Ensure staff provide patient estimates and document financial discussions and payment plans. Process Standardization & Compliance Maintain adherence to registration protocols, compliance requirements, and HIPAA regulations. Monitor staff performance related to accuracy, documentation, and service standards. Training & Staff Development Train new staff on registration systems, workflows, and customer service expectations. Provide ongoing coaching and identify training opportunities to improve performance. Communication & Collaboration Collaborate with Scheduling, Prior Authorization, Clinical, and Billing teams to resolve account issues. Communicate workflow barriers and operational concerns to leadership and assist with improvements. Quality & Performance Monitoring Monitor front desk metrics including registration accuracy, insurance verification, collections, patient satisfaction, and documentation compliance, and support improvement efforts.

Supervisory Responsibilities Reports to:

Business Office Manager 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience Minimum Required Education:

High School Diploma or GED required

Required Experience:

Five years of Revenue Cycle work required. Three years of customer service experience is required.

Certificates, Licenses, Registrations:

Billing/coding certification or degree preferred.