Front Office Receptionist Lead

Overview

Front Office Receptionist Lead Jobs in Gainesville at Good News Clinics

Front Office Reception Lead

Department: Reception
Reports To: Practice Administrator

Location: Good News Clinics

Position Summary

The Front Office Reception Lead is responsible for overseeing daily front office operations and supervising medical reception staff to ensure efficient patient flow, high-quality customer service, and administrative accuracy. The reception lead will ensure optimal scheduling utilization, incoming patient communication, release of Information (ROI) requests, and reporting of monthly medical statistics. The lead ensures compliance with clinic policies related to patient registration, scheduling, and attendance while supporting operational goals and maintaining a welcoming and professional clinical environment. The Lead receptionist is the first point of contact for any patient issues & concerns. The lead will try to resolve any issues before escalating them to PA.

1. Front Office Operations

• Ensure efficient daily front office operations.
• Oversee patient check-in and check-out processes.
• Provide front desk coverage to maintain uninterrupted patient services.
• Ensure all scheduling protocols are followed for patient reception, scheduling, cancellations, and front office traffic flow to ensure prompt and effective service.
• Ensure timely responses to patient inquiries that require follow-up (responses must be completed within 24 hours).
• Lead staff by example on customer service standards and patient communication best practices.
• Document all patient communication in EPIC.

2. Patient Attendance, Patient Concerns, and Risk Management

• Monitor patient attendance and enforce clinic No-Show Compliance Policy, including:
• Reviewing charts for missed appointment compliance
• Issuing warnings for second no-show visits
• Escalating repeated non-compliance to possible dismissal from services.
• Provide patient support and resolve routine patient concerns or complaints.
• Differentiate routine service concerns from potential risk management issues and escalate appropriately.
• Address significant patient concerns professionally and diplomatically in both verbal and written communication.
• Communicate any patient issues, questions, or concerns, with appropriate clinical staff via EPIC secure chat.
• Ownership of EPIC chats: create a summary of the chat and document as encounter or note in patient chart. Copying and pasting of chats to be included in a chart note is prohibited.

3. Scheduling Utilization & Operational Monitoring

• Monitor provider-patient scheduling to ensure optimal clinic utilization.
• Maintain provider schedule utilization between 100–115% when appropriate based on clinic no-show trends.
• Ensure overscheduling does not exceed established clinic policies or average no-show thresholds.
• Track operational metrics including provider productivity, no-show rates, specialty clinic utilization, and other scheduling indicators.
• Become (if not already) an EPIC scheduling, scheduling template and Cogito reporting super user.

4. Medical Records & Release of Information

• Receive and process all Release of Information (ROI) requests in accordance with clinic policy and privacy regulations.
• Receive and process any requests for patient letters, medical work excuses, and any other records requested by the patient.
• Communicate with external healthcare entities regarding medical records requests.
• Ensure that all records are transmitted securely and documented appropriately.

5. Administrative Leadership & Accountability:

• Participate in daily clinical huddles. This is mandatory.
• Manage the administrative side of the patient’s dismissal protocol policy, ensuring that all steps are followed. Work in conjunction with PA to complete protocols.
• Train and mentor new front-desk staff and volunteers while ensuring they abide by HIPAA and the GNC Code of Conduct at all times.
• Be a model employee. Lead with cultural humility, ensuring language barriers are identified at the point of scheduling to ensure patient satisfaction and safety.
• Be a patient advocate by identifying patients who struggle with "Dual Care" or multiple clinic usage and flagging those cases for review by PA.
• Work closely with the HAI (Health Access Initiative) staff to ensure patients are still eligible for charity care before they are placed on the schedule.
• Ensure the reception area is compliant with safety protocols (fire exits clear, AED knowledge) and maintaining a professional environment.
• Follow all policies and protocols as outlined in the GNC policy book.
• Other administrative, scheduling, and reporting duties as assigned.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Language:

• Spanish (Required)

Work Location: In person

Title: Front Office Receptionist Lead

Company: Good News Clinics

Location: Gainesville