Front Office Lead

SUMMARY POSITION STATEMENT

The Front Office Lead is responsible for the day-to-day operational leadership of the Squirrel Hill clinic front office and call center functions. This position ensures the delivery of exceptional patient-centered service, operational efficiency, and full compliance with Federally Qualified Health Center (FQHC) program requirements, HRSA Health Center Program standards, and applicable federal, state, and local regulations. The Front Office Lead directly supervises front office staff and call center personnel, fostering a culture of accountability, continuous improvement, and compassionate care for all patients regardless of ability to pay.

ESSENTIAL FUNCTIONS, ROLES, AND RESPONSIBILITES:

Supervisory and Staff Leadership

• Directly supervise front office staff and call center team members, including hiring, onboarding, scheduling, performance management, coaching, and corrective action in accordance with health center HR policies.
• Conduct regular individual and team meetings to communicate expectations, share updates, and address operational issues.
• Complete timely and thorough performance evaluations; develop and implement performance improvement plans (PIPs) when warranted.
• Identify and facilitate training and professional development opportunities to strengthen staff competencies.
• Maintain appropriate staffing levels and manage scheduling to ensure continuous patient access.

Patient Access and Scheduling Operations

• Oversee patient registration, appointment scheduling, check-in, check-out, and referral coordination processes.
• Ensure consistent application of the health centers sliding fee discount program in collaboration with Outreach & Enrollment Specialists.
• Ensure compliance with policies and procedures for front office and call center operations that align with health center program requirements and best practices.
• Ensure accurate, timely, and consistent collection of demographic, insurance, and financial information at point of service.

Call Center Management

• Oversee call center operations to ensure timely response to patient calls, appointment requests, prescription inquiries, and general questions.
• Monitor call volume, queue metrics, and staff productivity; implement strategies to reduce abandonment rates and improve first-call resolution.
• Ensure call center staff are trained in appropriate triage protocols and know when to escalate calls to clinical staff.

Revenue Cycle and Financial Accuracy

• Ensure accurate and complete patient registration and insurance verification to support clean claim submission.
• Oversee collection and reconciliation of copayments, sliding fee payments, and outstanding balances at the point of service in accordance with health center policy.
• Collaborate with the billing department to resolve registration and eligibility-related claim denials.

Compliance and Quality

• Ensure front office operations comply with HIPAA Privacy and Security regulations, including proper handling of patient information and authorization processes.
• Ensure adherence to all health center policies and applicable federal, state, and local employment and patient rights laws.

Patient Experience and Grievance Management

• Champion a welcoming, respectful, and culturally responsive environment for all patients, visitors, and guests.
• Serve as a visible, accessible point of contact for patients with access or service concerns.
• Supports front office and call center staff by responding to patient grievances or concerns.

MINIMUM QUALIFICATIONS

Education

• Associates or Bachelor's degree in Healthcare Administration, Business Administration, or a related field preferred

Experience

• Minimum of three (3) years of progressive experience in healthcare front office, patient access, or medical office management.
• Minimum of two (2) years of supervisory or lead experience in a healthcare setting.
• Experience in a Federally Qualified Health Center (FQHC), community health center, or safety-net healthcare environment strongly preferred.
• Demonstrated experience managing a call center or multi-line telephone operation in a healthcare setting preferred.

Knowledge, Skills, and Abilities

• Working knowledge of HRSA Health Center Program requirements, including the sliding fee discount program and UDS reporting preferred.
• Familiarity with HIPAA Privacy and Security rules and healthcare patient rights regulations.
• Proficiency with electronic health records (EHR) and practice management systems; experience with NextGen, or similar platforms preferred.
• Strong supervisory and interpersonal skills with the ability to lead, motivate, train, teach, and develop diverse staff.
• Excellent organizational, problem-solving, and time management skills in a fast-paced, multi-site environment.
• Strong verbal and written communication skills; ability to communicate effectively with patients, staff, and leadership.
• Demonstrated commitment to health equity, cultural competency, and serving underserved and vulnerable populations.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Bilingual a plus.