Patient Experience Lead, Front Desk & Operations

Integrated Practice Partners; Chicago (IL); On-site; USD 42,000 - 62,000; Full time

Job summary

Integrated Practice Partners seeks a Patient Entry Lead to oversee daily front desk operations, ensure accurate patient registration, and coordinate appointments to deliver excellent patient experiences.

You will supervise staff, verify insurance and demographics, and ensure HIPAA compliance while maintaining efficient clinic workflows in a fast-paced environment. Strong communication and leadership are essential.

Qualifications

• Minimum 2–3 years healthcare front desk or administrative experience.
• Experience with patient scheduling, insurance verification, and EHR systems.
• Strong communication, organizational, leadership, and problem‑solving skills.
• Ability to multitask and maintain confidentiality in a fast‑paced clinic.

Responsibilities

• Greet patients professionally and provide excellent customer service.
• Manage patient check-in, scheduling, and appointment flow.
• Verify patient demographics, insurance information, and identification.
• Address patient questions and concerns promptly and professionally.
• Review the next day's schedule to ensure patients have portal accounts and documents signed.
• Maintain patient confidentiality and comply with HIPAA regulations.
• Lead, train, and support front desk staff in daily operations.
• Assist with staff scheduling and coverage.
• Promote accountability, teamwork, and consistent front desk procedures.
• Communicate workflow concerns and improvement opportunities to the Director of Patient Engagement.
• Ensure accurate data entry in the EHR and practice management system.
• Distribute voicemails, faxes, internal mail, and tasks to departments.
• Follow up on patient entry tasks to ensure timely completion.
• Review SMS messages and respond or route as needed.
• Coordinate communication between front desk, clinical staff, providers, and management.
• Create recall entries for patients by end of each business day.
• Monitor upcoming appointments for missing information and tasks.
• Document patient communications and follow-up activities.
• Escalate unresolved issues to the appropriate supervisor.

Skills

Front desk & patient service

Communication

Organization & leadership

Problem solving

Multitasking & confidentiality

HIPAA compliance

Education

High school diploma or equivalent

Tools

EHR systems

Practice management system

Patient portal platforms

Job description

Integrated Practice Partners seeks a Patient Entry Lead to oversee daily front desk operations, ensure accurate patient registration, and coordinate appointments to deliver excellent patient experiences.

You will supervise staff, verify insurance and demographics, and ensure HIPAA compliance while maintaining efficient clinic workflows in a fast-paced environment. Strong communication and leadership are essential.