Front Desk Team Lead

Elevate ENT Partners; Lafayette (LA); On-site; USD 40,000 - 50,000; Full time

Job summary

Elevate ENT Partners in Lafayette, Louisiana, is looking for a Front Desk Team Lead. This position oversees daily front office operations in an ENT practice, ensuring efficient patient flow and excellent customer service. Key responsibilities include leading and coaching staff, overseeing patient check-ins, and maintaining compliance with regulatory requirements. The ideal candidate should have 3+ years of experience in a medical setting and prior supervisory experience. An Associate degree is preferred. Join a collaborative team in a vital role that impacts patient satisfaction.

Qualifications

• 3+ years of front desk or patient access experience in a medical setting preferred.
• Prior supervisory or lead experience strongly preferred.

Responsibilities

• Lead, coach, and support front desk staff.
• Monitor staff performance and provide feedback.
• Oversee patient check-in and check-out processes.
• Ensure accurate collection of copays and deductibles.

Skills

Leadership

Customer service

Training and development

Problem-solving

Education

High school diploma or equivalent

Associate degree

Job description

The Front Desk Team Lead is responsible for overseeing the daily operations of the front office in an ENT (Ear, Nose, and Throat) practice. This role ensures efficient patient flow, excellent customer service, and accurate administrative processes. The Team Lead serves as a resource for front desk staff, supports training and development, and acts as a liaison between patients, providers, and administrative leadership.

Key Responsibilities

Team Leadership & Supervision

• Lead, coach, and support front desk staff, including receptionists and patient access representatives
• Assist with scheduling, staffing coverage, and timekeeping
• Train new hires and provide ongoing education to team members
• Monitor staff performance and provide feedback to improve efficiency and service quality
• Address patient and staff concerns, escalating issues when necessary

Front Desk Operations

• Oversee patient check-in and check-out processes to ensure accuracy and timeliness
• Ensure proper patient registration, insurance verification, and demographic updates
• Maintain smooth patient flow and minimize wait times
• Coordinate daily schedules with providers and clinical staff

Customer Service

• Deliver and promote a high level of patient satisfaction and professionalism
• Handle complex or escalated patient inquiries, complaints, and service recovery
• Ensure a welcoming, organized, and professional front office environment

Administrative Duties

• Verify insurance eligibility and obtain necessary authorizations/referrals
• Ensure accurate collection of copays, deductibles, and outstanding balances
• Maintain compliance with HIPAA and other regulatory requirements
• Monitor and audit front desk processes for accuracy and compliance

Communication & Coordination

• Serve as a liaison between front office staff, clinical team, billing department, and management
• Communicate updates, policy changes, and workflow improvements to the team
• Participate in staff meetings and process improvement initiatives

Qualifications

Education & Experience

• High school diploma or equivalent required; Associate degree preferred
• 3+ years of front desk or patient access experience in a medical setting (ENT or specialty practice preferred)
• Prior supervisory or lead experience strongly preferred