Front Desk Lead

Fredericksburg Christian Health Center (FCHC) Location: Fredericksburg, Virginia Employment Type: Full-Time Reports to: Director of Operations About Fredericksburg Christian Health Center Fredericksburg Christian Health Center (FCHC) is a faith-based healthcare ministry committed to bringing the hope and healing of Christ to the poor and marginalized by treating the body, mind, and spirit. We are seeking an experienced, dependable, organized, and compassionate Front Desk Lead to provide day-to-day leadership and coordination of the front desk team while ensuring patients receive excellent service and the clinic operates efficiently. Must be proficient in Epic and have at least 2 years of primary care experience.  Position Summary The Front Desk Lead provides daily leadership and oversight of front desk operations, serving as a working lead for Front Desk staff and other assigned administrative staff. This position ensures patients check-in and check-out, appointment scheduling, referrals, faxes, scans, telephone communications, registration, EHR documentation, payments, and front-desk workflow are completed accurately and efficiently. The Front Desk Lead serves as a key communication link between the front desk, clinical teams, behavioral health, case management, and administrative leadership. The position is expected to identify and address routine operational issues independently and escalate significant concerns to the Director of Operations. Essential Duties and Responsibilities Front Desk Leadership - Provide daily direction and support to Front Desk Receptionist and other assigned front-office staff. - Serve as the primary point of contact for front-desk operational questions and issues. - Assign and coordinate daily front-desk responsibilities to ensure appropriate coverage. - Monitor front-desk workflow and redistribute duties as needed based on patient volume and staffing. - Ensure front-desk staff follow established policies, procedures, and customer service standards. - Responsible for training, coaching, onboarding, and orientation of new front-desk employees. - Serve as a role model for professionalism, teamwork, patient service, and dependability. - Communicate staffing, workflow, and operational concerns to the Director of Operations. Patient Service - Welcome patients, visitors, volunteers, and guests in a professional, compassionate, and respectful manner. - Ensure patients are checked in and checked out accurately and efficiently. - Assist staff with resolving routine patient concerns and administrative questions. - Address front-desk complaints professionally and escalate concerns when appropriate. - Promote a positive and welcoming patient experience. - Ensure the reception area remains organized, clean, and professional. Scheduling & Clinic Flow - Oversee daily appointment scheduling activities and assist staff with complex scheduling issues. - Monitor provider schedules and appointment templates for accuracy and appropriate utilization. - Assist with scheduling, rescheduling, cancellations, confirmations, and waitlists. - Monitor appointment availability and identify scheduling concerns or gaps. - Coordinate with clinical staff regarding patient flow, schedule changes, provider availability, and urgent administrative matters. - Assist with managing no-shows and cancellations according to FCHC procedures. - Help ensure the front desk supports an efficient patient flow throughout the clinic. Electronic Health Record & Registration - Ensure accurate patient registration and demographic information. - Monitor front-desk EHR processes for accuracy and compliance. - Ensure required forms and documentation are completed and properly entered or scanned into the EHR. - Assist staff with EHR-related front-desk questions and escalate technical issues when necessary. - Ensure patient information is handled in accordance with HIPAA and FCHC privacy policies. Telephone & Communication - Ensure incoming calls are answered promptly and professionally. - Monitor telephone coverage and ensure calls are appropriately routed. - Assist with difficult or escalated patient calls when appropriate. - Ensure messages are accurately documented and communicated to the appropriate staff. - Monitor front-desk communications to ensure timely follow-up. Payments & Administrative Functions - Ensure patient payments are collected and documented according to FCHC policies. - Assist with daily front-desk reconciliation and reporting as assigned. - Ensure receipts and payment documentation are accurately maintained. - Assist patients with questions regarding financial assistance, billing, and payment procedures. - Escalate complex billing or financial concerns to the appropriate staff member. Staff Scheduling & Attendance - Coordinate front-desk schedules and coverage. - Monitor daily staffing needs and communicate anticipated coverage issues. - Assist with coordinating breaks, lunches, PTO coverage, and other front-desk staffing needs. - Communicate attendance or performance concerns to the Director of Operations. - Help maintain adequate front-desk coverage during periods of high patient volume. Training & Quality Improvement - Assist with training new front-desk employees on FCHC policies, procedures, systems, and customer service expectations. - Provide ongoing peer coaching and support. - Identify recurring front-desk issues and recommend improvements to the Office Manager. - Assist with developing and maintaining front-desk procedures and workflows. - Monitor compliance with established front-desk processes. - Participate in staff meetings, training, and quality improvement initiatives. Administrative Support - Assist with receiving, sorting, distributing, and preparing outgoing mail. - Monitor and order supplies. - Assist with filing, scanning, copying, faxing, and other administrative tasks. - Support volunteers assigned to the front desk. - Assist with special projects and organizational activities as assigned. Communication & Team Collaboration - Maintain effective communication with clinical, behavioral health, case management, and administrative teams. - Participate in daily huddles and staff meetings as required. - Communicate operational concerns promptly to the Director of Operations. - Work collaboratively with other departments to resolve patient and workflow issues. - Promote a positive, respectful, and team-oriented workplace. Faith-Based Mission - Support and demonstrate FCHC's Christian mission and values in daily interactions with patients, families, staff, volunteers, and community members. - Model compassion, integrity, excellence, and respect in all interactions. - Serve as a positive representative of FCHC and its faith-based healthcare ministry. - Participate in appropriate staff development and ministry activities consistent with FCHC's organizational culture. Qualifications - High school diploma or equivalent required. - Associate degree or additional healthcare/administrative training preferred. - Minimum of 2 years of medical office, healthcare, customer service, or administrative experience preferred. - Previous experience providing lead or supervisory support preferred. - Experience with electronic health records preferred. - Strong computer and administrative skills. - Excellent verbal and written communication skills. - Strong organizational and problem-solving skills. - Ability to prioritize and manage multiple responsibilities in a fast-paced environment. - Ability to maintain patient confidentiality and comply with HIPAA requirements. - Demonstrated ability to work effectively with patients, staff, providers, and community members. - Bilingual English/Spanish skills are a plus. Key Competencies The successful candidate will demonstrate: - Leadership and accountability - Excellent customer service - Strong communication - Organization and attention to detail - Problem-solving and sound judgment - Teamwork and collaboration - Professionalism and dependability - Ability to remain calm under pressure - Commitment to patient-centered service - Commitment to FCHC's Christian mission Schedule FCHC is generally open Monday through Friday, 8:00 a.m. to 5:00 p.m., with some days extending until approximately 6:30 p.m. The Front Desk Lead is expected to provide reliable coverage during assigned hours and may occasionally be required to work outside normal hours for special events, meetings, or organizational needs. Mission Statement Fredericksburg Christian Health Center exists to bring the hope and healing of Christ to the poor and marginalized by treating body, mind, and spirit.