Administrative Assistant

About the role

The Front Desk Lead / Administrative Assistant is responsible for overseeing front desk operations while ensuring efficient patient registration, administrative workflow, and superior customer service. This role combines leadership responsibilities with hands-on administrative duties to support daily operations, maintain compliance, and enhance patient experience.

Reports To: Facility Director / Lead Administrative Staff

Responsibilities

• Front Desk & Patient Registration: Greet patients in a professional and courteous manner upon arrival; accurately enter patient demographic, insurance, and financial information; collect co-pays, deductibles, and co-insurance payments; maintain patient logs, charts, and documentation; perform patient check-in and check-out processes, including exit interviews.
• Administrative & Clerical Duties: Answer, screen, and direct incoming calls; manage emails, documentation, scanning, faxing, and filing; maintain daily financial logs and perform cash reconciliation; prepare reports, patient records, and informational packets; ensure proper documentation for billing and compliance.
• Leadership & Coordination: Support and guide front desk staff to ensure smooth workflow; monitor daily operations and address inefficiencies; assist in training new staff members; coordinate with clinical and administrative teams.
• Customer Service: Maintain a high level of professionalism and patient satisfaction; address patient concerns and escalate issues when necessary; communicate effectively with patients, families, and staff.
• Compliance & Quality: Ensure compliance with HIPAA, OSHA, and facility policies; participate in quality improvement and safety programs; audit charts and maintain accurate records.
• Inventory & Resource Management: Maintain adequate supplies and inventory at the front desk; assist in ordering and stocking necessary materials.
• Safety & Operations: Maintain a clean, safe, and organized work environment; report any safety concerns or equipment issues promptly.
• Marginal Duties: Assist clinical staff with basic non-clinical tasks when needed; support other departments during high patient volume; help with onboarding paperwork for new hires; cover front desk duties for other shifts or locations; assist with inventory checks or supply restocking; participate in meetings, trainings, or special projects; perform additional administrative tasks as assigned by management.
• KPIs: Maintain 98% accuracy in patient demographic, insurance, and financial data entry; complete patient registration within 5–10 minutes on average; answer 90% of incoming calls within 3 rings and route appropriately; ensure 100% collection of applicable co-pays, deductibles, and balances; complete scanning, filing, and documentation updates within the same business day (=95%); maintain 100% accuracy in cash logs and financial records with no discrepancies; achieve 90% positive patient feedback related to front desk experience; maintain 100% compliance with HIPAA and regulatory requirements; complete 95% of assigned tasks within established timelines; maintain 98% adherence to scheduled shifts and attendance policies.

Requirements

• High school diploma or equivalent.