Administrative Assistant- FT

About the role

The Front Desk Lead / Administrative Assistant oversees 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.

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.

Core Competencies

• Professional Maturity: Ability to separate emotional feelings from the real issues at hand.
• Responsibility: Accept choices and the results they have led to.
• Communication: Write and speak effectively; actively listen; 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: Use technology efficiently and effectively.
• Customer Service: Enhance customer satisfaction.
• Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact on the organization.
• Integrity and Respect: Demonstrates utmost level of integrity.
• Interpersonal Communication: Writes and speaks effectively based on 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 data entry accuracy.
• 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 company policies, procedures, and performance expectations.

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.

Requirements

• Education & Experience
  • 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.
• Skills
  • Basic computer skills.