Lead Front Desk Associate

At Barbour Orthopaedics, we’re dedicated to providing exceptional orthopedic care through advanced medical techniques, cutting-edge technology, and a patient-centered approach. As a trusted name in orthopaedic medicine, we pride ourselves on our collaborative environment, commitment to excellence, and a shared mission to help patients live healthier, more active lives.

We are currently seeking a Lead Front Desk Associate to join our team. The Lead Front Desk Associate serves as the primary front-office leader for the clinic, ensuring exceptional patient care, superior service and efficient operations. This role serves as a hands-on professional supporting staff performance and the standardization of workflows.

Key Responsibilities Include:

• Leadership & Staff Development
• Facilitate training for new hires on front desk procedures, etiquette, and system workflows.
• Promote a culture of teamwork and professionalism by leading by example in patient communication and adhering to dress code standards.
• Act as the primary resource for front desk procedures and NexGen/Luma system updates; lead the implementation of new front desk processes.
• Monitor and respond to the "All Front Desk" MS Teams chat and recap weekly call notes to ensure all clinics are aligned.

Operations & Project Management

• Spearhead and manage all front desk special projects and strategic initiatives.
• Assist with patient check-in/out and provide the Business Operations Manager (BOM) with real-time updates on scheduling conflicts or flow disruptions.
• Manage escalated scheduling complexities and troubleshoot NextGen system issues.
• Oversee proactive inventory management for the office(s). Maintain optimal stock levels of all supplies through consistent auditing and timely procurement to ensure zero downtime in daily operations.

Audit & Accuracy:

• Conduct standardized audits of patient registration files to ensure demographic and insurance accuracy.
• Maintain organized, HIPAA-compliant patient charts to ensure total data confidentiality.
• Perform "Tour of Barbour Key Standards," providing immediate feedback to staff and reporting deficiencies to the BOM.

Conflict Resolution & Escalation

• Serve as the first point of contact for resolving patient complaints; escalate unresolved issues to the Business Operations Manager.