Job Description
Job Description
Cass Family Clinic, a Federally Qualified Health Center (FQHC) dedicated to providing accessible, high-quality healthcare to individuals and families in our community, is seeking a Front Office Lead to join our team. This role is ideal for a customer-focused professional with leadership experience in a healthcare or service environment who thrives in a fast-paced setting.
As a Front Office Lead, you will support daily front-desk operations, mentor front-office team members, and ensure that every patient receives compassionate, efficient, and respectful service. You will help foster a patient-centered environment that reflects the mission and values of Cass Family Clinic.
Key Responsibilities:
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Provide outstanding customer service to all patients and visitors, ensuring a welcoming experience
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Lead, train, and support front-office staff in reception workflows, patient check-in/out, and service excellence
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Promote a culture of integrity, confidentiality, and professionalism
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Assist team members with insurance verification, appointment scheduling, and EMR workflows
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Assign workstations, monitor phone and desk coverage, and coordinate staff breaks
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Address patient concerns promptly and professionally
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Ensure front-office tasks are completed according to clinic protocols and daily priorities
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Communicate effectively with management and team members regarding workflow needs and updates
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Provide constructive feedback and recognition to front-office staff
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Identify training needs and collaborate with management to enhance performance
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Support patient registration accuracy, documentation compliance, and HIPAA standards
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Participate in quality improvement, patient satisfaction initiatives, and clinic efficiency projects
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Promote clinic programs including sliding-fee scale, patient portal, and other services
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Help maintain a clean, organized, and safe front-office environment
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Perform other duties as assigned
Qualifications:
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1 year of customer service experience required
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6+ months of leadership experience (healthcare or front-office leadership preferred)
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Strong verbal communication, problem-solving, and interpersonal skills
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Ability to multitask and adapt to changing needs in a fast-paced clinical environment
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Strong attention to detail and organizational skills
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Ability to guide, mentor, and train team members
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Proficient with computers, scheduling systems, and electronic records (EMR experience a plus)
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Ability to maintain confidentiality and uphold HIPAA regulations
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Availability to work a flexible schedule as needed (occasional evenings or Saturdays)