Lead Front Desk Associate

Barbour Ortho; Atlanta, Northern (GA, KY); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Barbour Orthopaedics in Atlanta seeks a Lead Front Desk Associate to guide the clinic’s front office, improve patient flow, and uphold exceptional service. You will supervise front desk staff, train new hires, and ensure smooth check‑in/out, scheduling, and insurance verification across the practice.

The role requires strong communication, HIPAA compliance, and the ability to manage multiple projects. You’ll partner with the BOM to implement workflows, monitor performance, and maintain

Qualifications

• Minimum 2 years in front desk or healthcare administration.
• Experience supervising or leading employees.
• Strong communication and organizational skills.
• Knowledge of HIPAA and patient privacy.

Responsibilities

• Lead front desk operations and staff performance.
• Train and mentor new hires on procedures and software.
• Ensure accurate patient registration, scheduling, and insurance verification.
• Oversee adherence to HIPAA and privacy standards.
• Resolve patient concerns and escalate to BOM when needed.

Skills

Leadership

Front desk operations

Healthcare administration

Staff training

HIPAA compliance

Customer service

Tools

NexGen system

Luma system

Job description

Description

At Barbour Orthopaedics, we’re dedicated to providing exceptional orthopedic care through advanced medical techniques, cutting-edge technology, and a patient-centered approach. As a trusted name in orthopaedic medicine, we pride ourselves on our collaborative environment, commitment to excellence, and a shared mission to help patients live healthier, more active lives.

We are currently seeking a Lead Front Desk Associate to join our team. The Lead Front Desk Associate serves as the primary front-office leader for the clinic, ensuring exceptional patient care, superior service and efficient operations. This role serves as a hands‑on professional supporting staff performance and the standardization of workflows.

Key Responsibilities Include:

• Leadership & Staff Development
• Facilitate training for new hires on front desk procedures, etiquette, and system workflows.
• Promote a culture of teamwork and professionalism by leading by example in patient communication and adhering to dress code standards.
• Act as the primary resource for front desk procedures and NexGen/Luma system updates; lead the implementation of new front desk processes.
• Monitor and respond to the "All Front Desk" MS Teams chat and recap weekly call notes to ensure all clinics are aligned.

Operations & Project Management

• Spearhead and manage all front desk special projects and strategic initiatives.
• Assist with patient check‑in/out and provide the Business Operations Manager (BOM) with real‑time updates on scheduling conflicts or flow disruptions.
• Manage escalated scheduling complexities and troubleshoot NextGen system issues.
• Oversee proactive inventory management for the office(s). Maintain optimal stock levels of all supplies through consistent auditing and timely procurement to ensure zero downtime in daily operations.

Audit & Accuracy:

• Conduct standardized audits of patient registration files to ensure demographic and insurance accuracy.
• Maintain organized, HIPAA‑compliant patient charts to ensure total data confidentiality.
• Perform "Tour of Barbour Key Standards," providing immediate feedback to staff and reporting deficiencies to the BOM.

Conflict Resolution & Escalation

• Serve as the first point of contact for resolving patient complaints; elevate unresolved issues to the Business Operations Manager.

Requirements

MINIMUM QUALIFICATIONS :

• Minimum of one (1) year of experience directly supervising or leading employees, including responsibilities such as performance reviews, coaching, mentoring, providing corrective feedback, and supporting employee development.
• Minimum of two (2) years of front desk, medical office, healthcare administration, or related customer‑facing administrative experience.
• Demonstrated ability to train, coach, and mentor staff while holding team members accountable to established standards and expectations.
• Strong knowledge of front desk operations, patient registration, scheduling, insurance verification, and patient communication.
• Strong organizational and time‑management skills with the ability to prioritize competing responsibilities and manage multiple projects.
• Excellent verbal and written communication skills with the ability to communicate effectively with patients, providers, leadership, and team members.
• Demonstrated ability to handle confidential patient information in accordance with HIPAA and organizational policies.
• Ability to exercise sound judgment, resolve conflicts, troubleshoot operational issues, and appropriately elevate concerns to leadership.
• Demonstrated commitment to professionalism, teamwork, accountability, and delivering an exceptional patient experience.