Job Details
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Job Location
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HealthPoint Madisonville - Madisonville, TX
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Secondary Job Location(s)
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Healthpoint Centerville - Centerville, TX
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Position Type
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Full Time
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Description
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BASIC FUNCTION
Under the direction of the Operations Manager/Supervisor the Lead Front Office Associate plays a pivotal role in ensuring the smooth operation of front desk activities. This position serves as the first point of contact for patients and visitors, managing a range of responsibilities including appointment scheduling, patient check-in, registration, and financial transactions. The Lead also oversees front desk staff, providing training, mentorship, and quality assurance to ensure a consistently positive patient experience from initial contact through the completion of services. Additionally, this role actively contributes to process improvements, compliance, and operational excellence by collaborating with internal and external stakeholders.
PRIMARY RESPONSIBILITIES AND DUTIES
Scheduling Appointments:
Coordinate and schedule patient appointments in person, by phone, or through electronic systems.
Arrange appointments for new and returning patients, ensuring efficient time/resource allocation and adherence to clinic policies.
Provide structured training on scheduling workflows, tools, and best practices, emphasizing customer service excellence.
Regularly audit appointment schedules for accuracy, efficiency, and patient satisfaction.
Implement process improvements to optimize patient flow and minimize scheduling conflicts.
Greeting and Check-In:
Welcome patients and visitors as the first point of contact, using best practices (e.g., AIDET) to ensure a positive experience.
Check patients in through electronic systems or in person, verifying and updating personal information.
Provide patients with necessary paperwork/forms, in hard copy or electronic format.
Train staff on check-in procedures, emphasizing accuracy, professionalism, and the importance of patient confidentiality.
Monitor and evaluate the check-in process to identify and address bottlenecks or compliance issues.
Introduce enhancements to improve wait times and streamline patient interactions.
Patient Registration and Financial Information:
Ensure patient registration is updated (within the last two years) and obtain necessary insurance details.
Verify insurance coverage, eligibility, and pre-authorization requirements.
Collect co-payments, deductibles, and o
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