Front Desk Lead Receptionist

Stretch Zone - 1198; Royal Oak (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Stretch Zone in Michigan seeks a Front Desk Lead to oversee daily front office operations and deliver an exceptional patient experience. You will supervise Front Desk Receptionists, coach staff, manage scheduling, and ensure efficient workflows in a fast-paced healthcare setting.

The ideal candidate will have leadership experience, strong communication skills, and proficiency with Microsoft Office and EHR systems. The role emphasizes patient care, teamwork, and adherence to HIPAA policies.

Qualifications

• High school diploma or GED required.
• Minimum of two years of customer service experience.
• Minimum of one year in a medical office or healthcare setting preferred.
• Previous leadership, team lead or supervisory experience preferred.
• Demonstrated ability to coach, mentor, and support team performance.
• Strong interpersonal, communication, and conflict resolution skills.
• Excellent organizational skills with the ability to prioritize in a fast-paced environment.
• Proficient in Microsoft Office and electronic health record (EHR) systems.

Responsibilities

• Provide daily leadership, coaching, and support to Front Desk Receptionists to build an accountable, patient-focused culture.
• Coordinate daily front office operations to ensure efficient patient flow and high-quality service.
• Prepare weekly staffing schedules and assignments to ensure adequate coverage.
• Deliver excellent patient service and act as the primary contact for patient concerns.
• Perform Front Desk Receptionist duties as needed to support staffing and operations.
• Assist the Clinic Coordinator with onboarding, training, and performance coaching.
• Oversee accurate collection of co-pays, balances, and patient fees per policy.
• Monitor patient flow, communicate delays, and manage front desk queues and tasks.
• Maintain clean, organized, and professional front office space.
• Serve as liaison between Front Desk staff, providers, and clinic leadership.
• Ensure HIPAA compliance and adherence to policies while promoting accountability.
• Perform additional duties as assigned.

Skills

Leadership

Coaching

Communication

Conflict resolution

Customer service

Education

High school diploma or GED

Healthcare/medical office experience

Tools

Microsoft Office

EHR systems

Job description

As the largest and most comprehensive orthopaedic team in the state, we bring together the medical expertise of leading orthopaedic and musculoskeletal surgeons, specialists, and research pioneers. Every provider in our network shares a deep commitment to leadership in education, innovation, and research, as well as a dedicated focus on prioritizing patient care across the continuum of treatment.

Why Join Us?

Interested in orthopaedics? Discover why it’s worth pursuing with us. Our career opportunities offer competitive salaries, outstanding benefits, and a platform to pursue your passion. As Michigan’s largest and most comprehensive orthopaedic team, we are actively seeking skilled and enthusiastic individuals to join us today.

Position Summary

The Front Desk Lead is responsible for leading the daily operations of the front office while creating an exceptional experience for every patient who walks through our doors. This role serves as the frontline leader for Front Desk Receptionists, providing day-to-day coaching, operational oversight, and support to ensure efficient workflows, outstanding customer service, and consistent adherence to organizational standards.

The ideal candidate is a hands-on leader who thrives in a fast-paced healthcare environment, enjoys developing others, leads with accountability, and is passionate about delivering an exceptional patient experience.

Duties and Responsibilities

• Leadership: Provide daily guidance, coaching, and support to Front Desk Receptionists while fostering a positive, accountable, and patient-focused team culture.
• Operational Oversight: Coordinate daily front office operations to ensure efficient patient flow, excellent customer service, and adherence to organizational standards.
• Staffing & Scheduling: Prepare weekly schedules and task assignments to maintain appropriate coverage and workflow.
• Customer Service: Deliver exceptional patient service while serving as the primary point of contact for patient concerns and service recovery.
• Front Desk Support: Perform Front Desk Receptionist duties as needed to support staffing and operational demands.
• Team Development: Assist the Clinic Coordinator with onboarding, training, performance coaching, and reinforcing policies and procedures.
• Financial Accountability: Oversee accurate collection of co-pays, balances, and applicable patient fees in accordance with organizational policy.
• Workflow Management: Monitor patient flow, communicate delays, and ensure Front Desk work queues, scanning, and administrative tasks are completed timely.
• Inventory & Organization: Maintain office supply inventory and ensure the front office remains clean, organized, and professional.
• Collaboration: Serve as the liaison between Front Desk staff, providers, and clinic leadership to promote effective communication and resolve operational concerns.
• Compliance: Ensure adherence to HIPAA, organizational policies, and Front Desk procedures while promoting accountability and consistency.
• Other Duties: Perform additional responsibilities as assigned.

Education, Experience, Licenses, and Certifications

• High school diploma or general education degree (GED) required.
• Minimum of two (2) years of customer service experience required.
• Minimum of one (1) year of experience in a medical office or healthcare setting preferred.
• Previous leadership, team lead, or supervisory experience preferred.
• Demonstrated ability to coach, mentor, and support team performance while fostering a positive work environment.
• Strong interpersonal, communication, and conflict resolution skills.
• Excellent organizational skills with the ability to prioritize competing responsibilities in a fast-paced environment.
• Proficient in Microsoft Office and electronic health record (EHR) systems.
• Ability to maintain confidentiality and exercise sound judgment in accordance with HIPAA and organizational policies

Our company participates in E-Verify to confirm the employment eligibility of all newly hired employees, as required by federal law.