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
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Greet patients in a professional and courteous manner upon arrival
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Accurately enter patient demographic, insurance, and financial information
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Collect co-pays, deductibles, and co-insurance payments
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Maintain patient logs, charts, and documentation
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Perform patient check-in and check-out processes, including exit interviews
Administrative & Clerical Duties
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Answer, screen, and direct incoming calls
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Manage emails, documentation, scanning, faxing, and filing
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Maintain daily financial logs and perform cash reconciliation
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Prepare reports, patient records, and informational packets
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Ensure proper documentation for billing and compliance
Leadership & Coordination
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Support and guide front desk staff to ensure smooth workflow
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Monitor daily operations and address inefficiencies
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Assist in training new staff members
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Coordinate with clinical and administrative teams
Customer Service
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Maintain a high level of professionalism and patient satisfaction
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Address patient concerns and escalate issues when necessary
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Communicate effectively with patients, families, and staff
Compliance & Quality
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Ensure compliance with HIPAA, OSHA, and facility policies
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Participate in quality improvement and safety programs
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Audit charts and maintain accurate records
Inventory & Resource Management
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Maintain adequate supplies and inventory at the front desk
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Assist in ordering and stocking necessary materials
Safety & Operations
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Maintain a clean, safe, and organized work environment
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Report any safety concerns or equipment issues promptly
Core Competencies
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Professional Maturity: The ability to separate emotional feelings from the real issues at hand.
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Responsibility: The ability to accept choices you have made and the results they have led to.
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Communication: The ability to write and speak effectively; actively listens to others, and give feedback.
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Flexibility: Demonstrate responsiveness and adaptability following change initiatives.
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Intelligence: Understand information and apply new knowledge.
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Energetic: Exhibits high levels of energy and enthusiasm.
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Organized: Efficient in structuring tasks to be accomplished.
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Computer Savvy: The ability to use technology efficiently and effectively.
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Customer Service: The ability to enhance customer satisfaction.
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Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization.
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Integrity and Respect: Demonstrates upmost level of integrity.
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Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation.
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Collaboration and Partnership: Encourages participation from team members.
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Manages Change: Demonstrates flexibility with changing environments.
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Problem Solving: Resolve issues in a timely manner
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Attention to Detail: Follows procedures to ensure entry of data.
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Organization: Uses time efficiently by prioritizing and planning work activities.
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Judgment: Ability to make independent decisions.
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Teamwork: Works with others to accomplish objectives and shows support for decisions.
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Quality: Sets high standards to ensure quality in work performed.
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Accountability: Takes responsibility for adhering to all company policies, procures, and performance expectations.
KPIs
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Patient Registration Accuracy: Maintain = 98% accuracy in patient demographic, insurance, and financial data entry
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Patient Check-In Time: Complete patient registration within 5–10 minutes on average
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Call Handling: Answer = 90% of incoming calls within 3 rings and route appropriately
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Payment Collection: Ensure 100% collection of applicable co-pays, deductibles, and balances.
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Document Processing: Complete scanning, filing, and documentation updates within the same business day (= 95%).
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Daily Reconciliation: Maintain 100% accuracy in cash logs and financial records with no discrepancies.
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Patient Satisfaction: Achieve = 90% positive patient feedback related to front desk experience.
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HIPAA & Compliance: Maintain 100% compliance with HIPAA and regulatory requirements.
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Task Completion: Complete = 95% of assigned tasks within established timelines.
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Attendance & Punctuality: Maintain = 98% adherence to scheduled shifts and attendance policies.
Marginal Duties
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Assisting clinical staff with basic non-clinical tasks when needed
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Supporting other departments during high patient volume
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Helping with onboarding paperwork for new hires
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Covering front desk duties for other shifts or locations
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Assisting with inventory checks or supply restocking
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Participating in meetings, trainings, or special projects
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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:
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High school diploma or equivalent.
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1-3 years office experience in a health care setting preferred.
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Previous customer service experience preferred.
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Must be able to effectively communicate with customers both in person, and over the telephone.
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Must have understanding of basic medical terminology
Skills:
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Basic computer skill