Job Details

Front Desk / Administrative Assistant

The Front Desk Lead / Administrative Assistant is responsible for overseeing front desk operations while ensuring efficient patient registration, administrative workflow, and superior customer service. This role combines leadership responsibilities with hands-on administrative duties to support daily operations, maintain compliance, and enhance patient experience.

Key Responsibilities/ Essential Duties and Responsibilities

• Front Desk & Patient Registration
• Greet patients in a professional and courteous manner upon arrival
• Accurately enter patient demographic, insurance, and financial information
• Collect co-pays, deductibles, and co-insurance payments
• Maintain patient logs, charts, and documentation
• Perform patient check-in and check-out processes, including exit interviews
• Administrative & Clerical Duties
• Answer, screen, and direct incoming calls
• Manage emails, documentation, scanning, faxing, and filing
• Maintain daily financial logs and perform cash reconciliation
• Prepare reports, patient records, and informational packets
• Ensure proper documentation for billing and compliance
• Leadership & Coordination
• Support and guide front desk staff to ensure smooth workflow
• Monitor daily operations and address inefficiencies
• Assist in training new staff members
• Coordinate with clinical and administrative teams
• Customer Service
• Maintain a high level of professionalism and patient satisfaction
• Address patient concerns and escalate issues when necessary
• Communicate effectively with patients, families, and staff
• Compliance & Quality
• Ensure compliance with HIPAA, OSHA, and facility policies
• Participate in quality improvement and safety programs
• Audit charts and maintain accurate records
• Inventory & Resource Management
• Maintain adequate supplies and inventory at the front desk
• Assist in ordering and stocking necessary materials
• Safety & Operations
• Maintain a clean, safe, and organized work environment
• Report any safety concerns or equipment issues promptly

Core Competencies

• Professional Maturity
• Responsibility
• Communication
• Flexibility
• Intelligence
• Energetic
• Organized
• Computer Savvy
• Customer Service
• Job Knowledge/Technical Knowledge
• Integrity and Respect
• Interpersonal Communication
• Collaboration and Partnership
• Manages Change
• Problem Solving
• Attention to Detail
• Organization
• Judgment
• Teamwork
• Quality
• Accountability

KPIs

• Patient Registration Accuracy: Maintain = 98% accuracy in patient demographic, insurance, and financial data entry
• Patient Check-In Time: Complete patient registration within 5–10 minutes on average
• Call Handling: Answer = 90% of incoming calls within 3 rings and route appropriately
• Payment Collection: Ensure 100% collection of applicable co-pays, deductibles, and balances.
• Document Processing: Complete scanning, filing, and documentation updates within the same business day (= 95%).
• Daily Reconciliation: Maintain 100% accuracy in cash logs and financial records with no discrepancies.
• Patient Satisfaction: Achieve = 90% positive patient feedback related to front desk experience.
• HIPAA & Compliance: Maintain 100% compliance with HIPAA and regulatory requirements.
• Task Completion: Complete = 95% of assigned tasks within established timelines.
• Attendance & Punctuality: Maintain = 98% adherence to scheduled shifts and attendance policies.

Marginal Duties

• Assisting clinical staff with basic non-clinical tasks when needed
• Supporting other departments during high patient volume
• Helping with onboarding paperwork for new hires
• Covering front desk duties for other shifts or locations
• Assisting with inventory checks or supply restocking
• Participating in meetings, trainings, or special projects
• Performing additional administrative tasks as assigned by management

Requirements

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.
• Education & Experience:
• High school diploma or equivalent.
• 1-3 years office experience in a health care setting preferred.
• Previous customer service experience preferred.
• Must be able to effectively communicate with customers both in person, and over the telephone.
• Must have understanding of basic medical terminology
• Basic computer skill