Front Desk Team Lead

The Front Desk Team Lead supervises the daily operations of the front office staff for six Carastar facilities that specialize in behavioral health services. One of the facilities requires 24/7 coverage. This role emphasizes providing strong leadership to ensure team success, adherence to established protocols, and providing exceptional customer service. The Team Lead is responsible for staff training and development, resolving escalated issues, monitoring key performance indicators (KPIs), and fostering collaboration with Carastar staff and external partners.

 

DESCRIPTION OF LEADERSHIP DUTIES

• Provide daily guidance and supervision to the Front Office staff, ensuring optimal team performance.
• Manage staff training programs, fostering growth through coaching and regular meetings.
• Monitor the electronic health records (EHR) metrics to follow up on no shows and cancelled appointments. 
• Review and approve time off requests while maintaining adequate departmental staffing. 
• Assist with conducting interviews, maintaining documentation, and creating training materials.
• Conduct performance evaluations and provide constructive feedback for staff development.
• Collect and process daily cash reports from front offices, ensuring accurate record keeping.
• Audit cash drawers periodically to confirm balance and security compliance.    
• Participate in developing and implementing front office policies and procedures. 
• Collaborate closely with Carastar staff and hospitals, law enforcement and other community health centers to coordinate referrals and care.
• Provide back-up coverage for six locations and on-call coverage for the 24/7-hour location.    

 

DESCRIPTION OF OPERATIONAL DUTIES

• Accurately enter demographic and insurance information into the electronic health record (EHR).
• Schedule outpatient appointments and provide clients with the necessary information for their visit.
• Serve as the first point of contact for clients, delivering professional and welcoming customer service. 
• Ensure clients electronically sign in via the EHR system at each visit.
• Scan client photo IDs and insurance cards into the EHR system.   
• Inform clients of self-pay balances, collecting fees and copayments during visit. 
• Balance money and receipts at the end of each business day for financial accuracy.
• Employ de-escalation techniques with upset clients and recognize situations requiring clinical team intervention.
• Handle hospital and insurance referrals with accuracy and precision.
• Maintain client charts to ensure completeness and correctness, including uploading external records into the EHR system.
• Support the Performance Improvement department with data corrections for state reporting.
• Work collaboratively with Directors of Adult and Children outpatient therapists to ensure a cohesive workflow. 
• Provide call center coverage alongside the Access to Care Team Lead when needed.
• Ensure the Front Offices and lobbies remain clean, organized and adequately stocked with supplies.
• Perform other related duties as requested by supervisor.

 

REQUIREMENTS

• Strong leadership and interpersonal skills with the ability to effectively manage team.
• Experience in medical front office environment, ideally with a focus behavioral health service.
• Knowledge of healthcare regulations and best practices. 
• Ability to work independently and collaboratively in a team setting
• Exceptional communication skills, both in person and on the telephone, with a pleasant and professional attitude. 
• Ability to work in a fast-paced work environment. 
• Strong computer skills proficiency in Microsoft Office Suites.

 

QUALIFICATIONS:

High School diploma or its equivalent, including or supplemented by courses in business practices and computer and office equipment, and two years related experience.  

Supervisory experience and associate’s degree preferred.

Must hold and maintain a valid driver’s license and a driving record that is acceptable to Carastar’s insurance carrier.

Must maintain at least liability coverage on personal vehicles.