Description Job Title: Front Desk / Administrative Assistant Reports To: Facility Director / Lead Administrative Staff Job Summary 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: The ability to separate emotional feelings from the real issues at hand. • Responsibility: The ability to accept choices you have made and the results they have led to. • Communication: The ability to write and speak effectively; actively listens to others, and give feedback. • Flexibility: Demonstrate responsiveness and adaptability following change initiatives. • Intelligence: Understand information and apply new knowledge. • Energetic: Exhibits high levels of energy and enthusiasm. • Organized: Efficient in structuring tasks to be accomplished. • Computer Savvy: The ability to use technology efficiently and effectively. • Customer Service: The ability to enhance customer satisfaction. • Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization. • Integrity and Respect: Demonstrates upmost level of integrity. • Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation. • Collaboration and Partnership: Encourages participation from team members. • Manages Change: Demonstrates flexibility with changing environments. • Problem Solving: Resolve issues in a timely manner • Attention to Detail: Follows procedures to ensure entry of data. • Organization: Uses time efficiently by prioritizing and planning work activities. • Judgment: Ability to make independent decisions. • Teamwork: Works with others to accomplish objectives and shows support for decisions. • Quality: Sets high standards to ensure quality in work performed. • Accountability: Takes responsibility for adhering to all company policies, procures, and performance expectations. 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 Skills: • Basic computer skill