Administrative Assistant

About the Role

The Front Desk Lead / Administrative Assistant oversees front desk operations, 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.

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

Key Performance Indicators (KPIs)

• Patient Registration Accuracy: Maintain ≥ 98% accuracy in patient demographic, insurance, and financial data entry
• Patient Check-In Time: Complete patient registration within 5–10 minutes on average
• Call Handling: Answer ≥ 90% of incoming calls within 3 rings and route appropriately
• Payment Collection: Ensure 100% collection of applicable co-pays, deductibles, and balances
• Document Processing: Complete scanning, filing, and documentation updates within the same business day (≥ 95%)
• Daily Reconciliation: Maintain 100% accuracy in cash logs and financial records with no discrepancies
• Patient Satisfaction: Achieve ≥ 90% positive patient feedback related to front desk experience
• HIPAA & Compliance: Maintain 100% compliance with HIPAA and regulatory requirements
• Task Completion: Complete ≥ 95% of assigned tasks within established timelines
• Attendance & Punctuality: Maintain ≥ 98% adherence to scheduled shifts and attendance policies

Core Competencies

• Professional Maturity: The ability to separate emotional feelings from the real issues at hand
• Responsibility: The ability to accept choices you have made and the results they have led to
• Communication: The ability to write and speak effectively; actively listens to others and give feedback
• Flexibility: Demonstrate responsiveness and adaptability following change initiatives
• Intelligence: Understand information and apply new knowledge
• Energetic: Exhibits high levels of energy and enthusiasm
• Organized: Efficient in structuring tasks to be accomplished
• Computer Savvy: The ability to use technology efficiently and effectively
• Customer Service: The ability to enhance customer satisfaction
• Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization
• Integrity and Respect: Demonstrates the utmost level of integrity
• Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situational, environmental, and cultural dynamics
• Collaboration and Partnership: Encourages participation from team members
• Manages Change: Demonstrates flexibility with changing environments
• Problem Solving: Resolve issues in a timely manner
• Attention to Detail: Follows procedures to ensure entry of data
• Organization: Uses time efficiently by prioritizing and planning work activities
• Judgment: Ability to make independent decisions
• Teamwork: Works with others to accomplish objectives and shows support for decisions
• Quality: Sets high standards to ensure quality in work performed
• Accountability: Takes responsibility for adhering to all company policies, procedures, and performance expectations

Requirements

• High school diploma or equivalent
• 1-3 years office experience in a healthcare setting preferred
• Previous customer service experience preferred
• Must be able to effectively communicate with customers both in person and over the telephone
• Must have understanding of basic medical terminology
• Basic computer skills