Medical Front Office Lead - Snellville, GA

Position Summary:

We are seeking a dedicated and detail-oriented Patient Services Representative II - Front Desk to provide exceptional service across multiple healthcare facilities. This role is critical in ensuring seamless patient registration, appointment scheduling, and the accurate triaging of clinical calls. As a key member of our team, you will play an essential role in maintaining operational efficiency and upholding the highest standards of patient care.

Essential Functions:

• Responsible for providing leadership in the front office when the Site Manager is not available.
• Responsible for addressing patient complaints, solving problems, and providing guidance for the staff to ensure effective performance of job duties, in the absence of the front office supervisor. Assist with weekly scheduling and schedule changes for all front office staff working in assigned location. This may include assisting with approval of time off requests.
• Receive notices of call-outs and late arrivals. Document notifications in ADP or inform Site Manager of call-outs. Arrange for coverage due to call-outs. In the event that no coverage is available, provide coverage as needed. 
• Assist with conducting orientation and training on front office policies and procedures to achieve consistency in processes.
• Address any policy infractions that are observed among the front office team. Communicate any issues requiring disciplinary action to the Site Manager.
• Warmly greet patients and visitors following practice protocols, policies and procedures providing the highest level of customer service and professionalism at all times.
• Maintain a customer service focus when addressing patients and practice visitors whether in person or by phone, ensuring they sense your full attention is devoted to the discussion at hand. 
• Capable of making mature decisions, masking emotions and attitudes when dealing with difficult situations and knowing when to obtain management assistance in order to avoid confrontations with patients, other medical offices, pharmacies, vendors and other practice sources. Accurately respond to general questions regarding the practice, providers, procedures, insurance and procedure costs in accordance with practice defined policy and procedures.
• Capable and willing to share practice trained knowledge of products, services, insurance payer policies and practice policy and procedures using a mature, pleasant tone while positively managing the person you are addressing.
• Capable of multi-tasking ensuring daily department tasks are completed timely, i.e., chart preparation, transcription filed into charts, and miscellaneous tasks assigned that can be performed during slower patient flow. These tasks are never to distract from primary assigned tasks, i.e., checking in or out patients, answering the telephone, etc.
•  Enforces the practice policy so all physicians and staff have the necessary medical and protected health information (PHI) to provide the highest quality medical care possible while protecting the confidentiality of PHI for our patients to the highest degree possible. Recognize and respond appropriately to urgent situations per Gwinnett Dermatology protocols and policy.
• Assist front office supervisor in ensuring that all front office jobs are done effectively. Monitor wait times for each patient in the waiting area. Keep providers aware of any special concerns or issues when front office supervisor is not available.

The Lead will be cross-trained to perform multiple department tasks for the purpose of adequate staffing of key practice positions at all times.

Knowledge, Skills, & Abilities:

• High school diploma or equivalent required.
• 1-3 years of experience in customer service, ideally within a call center, healthcare, or retail setting.
• Proficient in requesting and processing patient payments at the time of service.
• Skilled in navigating multiple computer systems simultaneously.
• Advanced proficiency in Microsoft Office Suite.

This role requires a proactive, dependable, and detail-oriented individual with the ability to manage multiple tasks in a dynamic healthcare environment. The ideal candidate demonstrates a strong commitment to patient care and operational excellence.

Physical and Mental Demands:

The physical and mental demands described below are representative of those required to perform this job successfully. Reasonable accommodations may be made for individuals with disabilities:

• Physical Requirements:
• Occasionally required to stand, walk, and sit for extended periods.
• Use hands to handle objects, tools, or controls; reach with hands and arms.
• Occasionally required to climb stairs, balance, stoop, kneel, bend, crouch, or crawl.
• Occasionally lift, push, pull, or move up to 20 pounds.
• Vision Requirements:
• Close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Note:
This job description is intended to provide a general overview of the role. Additional responsibilities may be assigned, or duties modified by the department supervisor based on operational needs.