Front Desk Lead - Medical Office

Front Desk Lead - EZ Care Urgent Care EZ Care is seeking an experienced and highly skilled Front Desk Lead to join our team in Dublin, VA. This is not an entry-level position — we are looking for a seasoned medical front desk professional who already possesses in-depth knowledge of insurance, eligibility verification, and clean claim submission. You will be the front desk expert, working alongside the team at the desk the majority of your working hours while also serving as the trainer, quality monitor, and go-to resource for all front desk staff.

Responsibilities:

Work the front desk directly, serving as the first face and voice of the clinic — providing exceptional, friendly customer service to every patient Train all new front desk hires and ensure they perform all tasks correctly from day one Monitor staff performance and proactively address errors; review mistakes with staff to prevent recurrence Verify patient insurance eligibility using Medicare, Availity, Virginia Medicaid, and other eligibility portals prior to each visit Accurately identify insurance types based on the patient's card(s), including distinguishing commercial, Medicare, Medicaid, and dual-coverage situations (e.g., recognizing that a patient presenting both an Anthem commercial card and an ABH of VA card carries commercial primary and Medicaid secondary) Identify out-of-state Medicaid cards and communicate appropriately per clinic policy Collect and accurately enter subscriber and guarantor information at every visit Ensure every patient demographic and insurance detail is entered correctly in the system to support clean claim submission Understand the nuances and rules of common Virginia adult and pediatric insurance plans Maintain reliability and professionalism in all patient interactions Fill in across all shifts as needed, including occasional evenings, weekends, and 12-hour shifts (approximately once per month) to gain familiarity with all hours of operation and to cover for staff illness or vacation

Requirements:

Significant prior experience in a medical front desk or patient access role — you must already know this material; training will not be provided on insurance fundamentals Deep working knowledge of Virginia commercial, Medicare, and Medicaid insurance plans, including pediatric coverage Ability to identify insurance type and coverage level from a patient's insurance card Experience with eligibility verification platforms including Medicare.gov, Availity, Virginia Medicaid portal, and similar tools Strong understanding of what constitutes a clean claim and the front desk's role in achieving it Knowledge of subscriber vs. guarantor and the importance of capturing both accurately at every visit Friendly, personable, and professional demeanor — you are the first impression of our clinic Reliable, punctual, and able to work a schedule of Monday-Friday, 8:00 AM-4:30 PM (with a 30-minute lunch), plus occasional evenings, weekends, and extended shifts as needed

Schedule:

Monday-Friday, 8:00 AM - 4:30 PM (30-minute lunch break); occasional evenings, weekends, and 12-hour shifts required (approximately once monthly and as needed for coverage)

Benefits:

EZ Care offers a comprehensive benefits package including health insurance, dental, vision, life insurance, 401(k), and paid time off (PTO).

Benefits:

401(k) 401(k) matching Dental insurance Disability insurance Employee discount Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person