Medical Front Desk Lead

Job Summary:

The Front Desk Lead supports the daily operations of the front desk while providing guidance and support to front desk staff. This hands-on role combines patient-facing responsibilities with team leadership, scheduling oversight, and office coordination. The Front Desk Lead helps maintain efficient workflows, accurate physician scheduling, consistent patient service, and compliance with practice policies. This role works closely with the Patient Access Manager, Clinical Manager, Billing, HR, and Practice Administration to support effective practice operations.

Responsibilities:

Front Desk Operations & Patient Experience

• Greet, check in, and check out patients while providing professional and welcoming service.
• Schedule and confirm appointments, respond to patient inquiries, verify insurance, obtain prior authorizations, and collect patient payments as needed.
• Maintain accurate patient records, prepare charts, process medical records requests, and assist with scanning, uploading, and managing electronic faxes.
• Coordinate with clinical staff to support patient flow and minimize wait times.
• Serve as an initial point of contact for patient complaints, resolving routine concerns and escalating complex issues to management.
• Maintain a clean, organized, and appropriately stocked front desk and waiting area.

Team Leadership & Support

• Provide day-to-day guidance to front desk staff and reinforce expectations for professionalism, customer service, attendance, and adherence to practice procedures.
• Assist with onboarding, training, and development of front desk employees, including scheduling protocols and use of ModMed.
• Communicate staffing concerns, performance issues, training needs, and workflow challenges to management.
• Support consistent front desk processes and assist with implementing practice updates and procedural changes.

Scheduling & Office Operations

• Audit appointments scheduled at check-out and review provider schedules for accuracy, insurance participation, openings, and adherence to scheduling guidelines.
• Identify opportunities to fill cancellations and schedule openings using the patient waitlist.
• Coordinate with management, providers, and clinical teams to address scheduling concerns and improve patient flow.
• Assist with office supply ordering, bank deposits, pharmaceutical representative visits and lunches, and other office coordination needs as assigned.
• Identify workflow improvements and assist with operational needs across practice locations as needed.

Compliance & Communication

• Protect patient confidentiality and follow HIPAA requirements and practice policies.
• Follow established procedures for handling patient records, payments, deposits, and confidential information.
• Communicate operational concerns and collaborate with the Patient Access Manager, Clinical Manager, Billing, HR, and Practice Administration as needed.
• Perform other duties as assigned by management.

Qualifications:

Required

• High school diploma or equivalent
• Previous front desk experience in a medical office; ophthalmology experience is a plus.
• Extensive experience in customer service (in-person and/or over the phone)
• Excellent interpersonal, verbal, and written communication skills
• Ability to manage multiple tasks efficiently and accurately

Preferred

• Previous experience in a lead or informal supervisory role.
• Familiarity with ModMed or other electronic health record systems and medical terminology.
• Knowledge of medical terminology, especially related to eye care, is beneficial
• Bilingual skills (Spanish or other languages) are a plus
• Flexibility in work location with the ability to travel to each of our office locations (Albany, Clifton Park & Troy) during the work day

Compensation

$23.00 - $25.00 per hour