Front Desk Lead

Reports To: Business Office Manager, Director of Business Operations, or designee

Position Summary

The Lead Registrar / Front Desk Lead coordinates daily patient registration and front desk operations, provides leadership to registration staff, ensures excellent customer service, accurate registration, insurance verification, collections, and efficient patient flow.

Registration and Front Desk Operations

• Greet patients and visitors professionally.
• Perform patient check-in and registration procedures.
• Obtain, verify, and update demographic and insurance information.
• Collect co-pays, co-insurance, deductibles, and other payments.
• Balance petty cash and daily collections.
• Perform office opening and closing procedures.
• Serve as primary contact for lobby patients and support phone coverage.

Lead Responsibilities

• Provide daily leadership and guidance to registrars and front desk staff.
• Assist with training and onboarding new employees.
• Monitor workflow, service standards, and registration quality.
• Coordinate staffing coverage and escalate concerns to management.
• Promote teamwork and process improvement initiatives.

Revenue Cycle and Registration Functions

• Verify insurance eligibility and benefits.
• Ensure registration accuracy to support reimbursement.
• Assist patients with understanding financial responsibilities.

Customer Service

• Demonstrate compassion, professionalism, and excellent customer service.
• Address patient concerns promptly and courteously.

Qualifications

Education

• High School Diploma or GED required.
• Associate degree preferred.

Experience

• 2-3 years of healthcare registration, patient access, or front desk experience required.
• Lead or supervisory experience preferred.

Knowledge, Skills, and Abilities

• Knowledge of healthcare registration, insurance verification, and medical terminology.
• Strong communication, customer service, and multitasking skills.
• Ability to maintain confidentiality and work effectively with patients, providers, and staff.

Physical and Working Conditions

• Requires sitting, standing, and walking in a normal office environment.
• Frequent patient interaction in a busy medical office.
• May require occasional evening or weekend work.

This job description is intended to provide general guidelines and may be modified as organizational needs evolve.

Benefits:

• Comprehensive health, dental, and vision insurance
• Health Savings Account with an employer contribution
• Life Insurance
• PTO
• 401(k) retirement plan with a company match
• And more!

Equal Employment Opportunity & Work Force Diversity

Our organization is an equal opportunity employer and will not discriminate against any employee or applicant for employment based on race, color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, parental status, sexual orientation, veteran status, genetic testing results or any other consideration made unlawful by federal, state or local laws. This practice relates to all personnel matters such as compensation, benefits, training, promotions, transfers, layoffs, etc. Furthermore, our organization is committed to going beyond the legal requirements of equal employment opportunity to take positive actions which ensure diversity in the workplace and result in a multi-cultural organization.