Front Desk Patient Experience Lead

AVP SEES Group is one of the largest eye care networks in the Southeast and Mid-Atlantic. We provide teams with training, technology, and support to deliver exceptional patient care and build the future of eye care.

Why Join Us?

• Paid Training & Career Development
• Growth & Advancement Opportunities
• Supportive Team Environment
• Competitive Benefits Package
• Tuition Reimbursement Opportunities
• Employee Eyewear Discounts
• Referral Bonus Program
• Make a Meaningful Difference Every Day

About The Role

The Patient Experience Lead oversees front desk operations in the ophthalmology practice, ensuring a seamless and exceptional patient experience. This role leads by example, serving as the primary point of contact for front desk staff, providing guidance, training, and support while collaborating with the Practice or Clinical Manager to optimize efficiency and service quality. The Patient Experience Lead fosters a patient-centric culture and ensures operational excellence at the front desk.

Responsibilities

• Leads and mentors the Patient Experience Coordinator I and II team members by example.
• Ensures smooth and efficient front desk operations, including patient check-in/check-out, scheduling, and insurance verification.
• Assists in the development and implementation of front desk policies and procedures to enhance workflow and patient satisfaction.
• Acts as the primary point of escalation for front desk issues, resolving patient concerns and operational challenges.
• Collaborates with the Practice Manager to identify areas for improvement and implement best practices.
• Monitors front desk performance metrics, ensuring adherence to KPIs such as wait times, patient satisfaction, and schedule utilization.
• Maintains strong knowledge of insurance policies, prior authorizations, and payment collections to assist in patient education and front desk support.
• Ensures compliance with HIPAA, OSHA, and company policies to maintain a safe and confidential environment.
• Coordinates staffing and shift coverage to ensure front desk operations run smoothly.
• Acts as a liaison between front desk staff and management, communicating updates, concerns, and process improvements.
• Demonstrates intricate knowledge of all front desk duties.
• Addresses and resolves complex patient concerns or complaints, working directly with patients and medical staff to find solutions aligned with company policies and patient needs.
• Leads efforts to ensure patients receive clear and thorough explanations of their care plans, procedures, and post-care instructions, acting as their advocate.
• Assists in providing exceptional care by ensuring timely and accurate appointment scheduling and informing patients about visit times and required documentation (e.g., insurance cards, copays, existing balances).
• Ensures smooth patient registration by performing all needed pre-registration tasks.
• Accurately collects and verifies patient information during check-in, ensuring all forms, insurance details, and personal data are completed correctly and securely.
• Anticipates patient registration and billing needs, as well as other needs such as water or snacks.
• Provides consistent customer care.
• Demonstrates a strong commitment to confidentiality, protecting all patient information in compliance with applicable regulations.
• Provides general support to Patient Experience teams, contributing to continuous improvement of patient care practices.
• Exhibits strong attention to detail, ensuring accurate record-keeping and documentation.
• Participates in all required trainings and employee engagement activities.

Requirements

To qualify for advancement to Tier II, you must meet the following metrics and certifications:

• At least 1 year as a front desk teammate at SEEMS or 2 years of relevant external experience.
• One of the following certifications may substitute for experience: Certified Healthcare Access Associate (CHAA) or Certified Patient Service Specialist (CPSS). Certification must be provided to local management.
• Completion of at least 10 qualifying SEEMS Advancement Credits every 24 months.
• Demonstrated comprehensive knowledge of all daily front desk duties, signed off by your regional Training and Development Leader.
• Proactive communication: keeps others informed, asks for help when needed, and brings challenges or concerns to leadership.
• Drive for Results: strives to improve the patient experience through continuous improvement and going above and beyond for optimal outcomes.
• Focus on Efficiency: utilizes technology, innovation, and process improvements to enhance efficiency and effectiveness.
• Teamwork: participates as a team member and establishes strong working relationships across the organization.
• Celebrates Change: receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude: considers how actions and behavior influence others and impact future growth in the company.
• Continues Learning and Improvement: acknowledges strengths and development needs and works to strengthen capabilities.

Skills

• Patient Experience: understands and anticipates patient needs, proactively exceeding expectations through education and communication.
• Proactive: keeps others informed, asks for help when needed, and brings challenges to leadership.
• Analytical mind: capable of out-of-the-box thinking to solve problems.
• Professionalism: displays cautious, helpful, and ethical behavior, maintaining composure under difficult circumstances.
• Excellent Communication Skills: both written and verbal, with a focus on active listening to understand co-workers and patients.
• Drive for Results: commits to continuous improvement and goes above and beyond for optimal outcomes.
• Focus on Efficiency: uses technology, innovation, and process improvements to enhance efficiency.
• Teamwork: establishes strong working relationships with teammates and across the organization.
• Celebrates Change: receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking: considers how actions and behavior influence others and impact future growth.
• Continuous Learning: acknowledges strengths and development needs and works to strengthen capabilities.
• Ownership Skills: fosters a positive workplace environment through accountability, collaboration, and transparency.
• Self-awareness: understands learning style and personality traits, focusing on strengths.
• Pride in work: asks questions when needed, provides feedback, and completes tasks in a timely manner.
• Alignment: ensures job responsibilities and projects align with company goals and mission.
• Proactive problem-solving: anticipates problems and develops solutions.
• Clarification: asks for clarification when needed.
• Organization: works in a structured environment to minimize stress during busy workdays.
• Confidence: expresses ideas and solutions during meetings or projects.
• Openness: receptive to others' opinions and feedback.
• Goal-setting: establishes performance goals and aligns personal interests and career aspirations with new tasks.
• Solution-oriented: offers solutions to problems rather than presenting issues.
• Feedback: asks for constructive feedback regarding job performance.
• Shared responsibility: actively maintains "workload items" for clinical and support buckets.
• Proficiency with Microsoft Office Suite or related software.

Pay

Pay Range: $18–$23 per hour. Actual compensation is determined based on qualifications, experience, certifications, internal equity, and business needs.

Benefits

• Medical, Dental & Vision Insurance
• 401(k)
• Paid Time Off & Holidays
• Life & Disability Insurance
• Tuition Reimbursement
• Continuing Education Support
• Certification Sponsorship
• Employee Eyewear Discounts
• Referral Bonus Opportunities

Additional Information

Physical Requirements

The physical demands described are representative of those required to successfully perform the essential functions of this position, with or without reasonable accommodation:

• Ability to remain stationary for extended periods.
• Frequent use of hands, fingers, and computer equipment.
• Ability to communicate effectively with patients and team members.
• Occasional lifting, carrying, pushing, or pulling up to [XX] pounds.

Compliance Requirements

• Annual compliance training is required.
• Compliance with HIPAA, OSHA, and company policies is required.
• Background screening may be required based on position.
• Drug screening may be required based on position and location.