Position Summary

The Front Desk Team Lead is responsible for overseeing the daily operations of the front office in an ENT (Ear, Nose, and Throat) practice. This role ensures efficient patient flow, excellent customer service, and accurate administrative processes. The Team Lead serves as a resource for front desk staff, supports training and development, and acts as a liaison between patients, providers, and administrative leadership.

Key Responsibilities

Team Leadership & Supervision

• Lead, coach, and support front desk staff, including receptionists and patient access representatives
• Assist with scheduling, staffing coverage, and timekeeping
• Train new hires and provide ongoing education to team members
• Monitor staff performance and provide feedback to improve efficiency and service quality
• Address patient and staff concerns, escalating issues when necessary

Front Desk Operations

• Oversee patient check-in and check-out processes to ensure accuracy and timeliness
• Ensure proper patient registration, insurance verification, and demographic updates
• Maintain smooth patient flow and minimize wait times
• Coordinate daily schedules with providers and clinical staff

Customer Service

• Deliver and promote a high level of patient satisfaction and professionalism
• Handle complex or escalated patient inquiries, complaints, and service recovery
• Ensure a welcoming, organized, and professional front office environment

Administrative Duties

• Verify insurance eligibility and obtain necessary authorizations/referrals
• Ensure accurate collection of copays, deductibles, and outstanding balances
• Maintain compliance with HIPAA and other regulatory requirements
• Monitor and audit front desk processes for accuracy and compliance

Communication & Coordination

• Serve as a liaison between front office staff, clinical team, billing department, and management
• Communicate updates, policy changes, and workflow improvements to the team
• Participate in staff meetings and process improvement initiatives

Qualifications

Education & Experience

• High school diploma or equivalent required; Associate degree preferred
• 3+ years of front desk or patient access experience in a medical setting (ENT or specialty practice preferred)
• Prior supervisory or lead experience strongly preferred

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