Patient Entry Lead

About the role

The Patient Entry Lead oversees daily front desk operations, supports staff, and ensures excellent patient experience. This role is responsible for accurate patient registration, appointment coordination, communication management, and follow-up to ensure efficient clinic operations and compliance with HIPAA and clinic policies.

Responsibilities

Patient Experience & Front Desk Operations

• Greet patients professionally and provide excellent customer service.
• Manage patient check-in, scheduling, and appointment flow.
• Verify patient demographics, insurance information, and identification.
• Address patient questions and concerns promptly and professionally.
• Review the next day's schedule to ensure patients have created their portal accounts and completed and signed all required portal documents.
• Maintain patient confidentiality and comply with HIPAA regulations.

Leadership & Team Support

• Lead, train, and support front desk staff in daily operations.
• Assist with staff scheduling and coverage.
• Promote accountability, teamwork, and consistent front desk procedures.
• Communicate workflow concerns and improvement opportunities to the Director of Patient Engagement.

Administrative & Communication Coordination

• Ensure accurate and timely patient data entry in the EHR and practice management system.
• Distribute all voicemails, faxes, internal mail (intra-mail), and tasks to the appropriate departments.
• Follow up on patient entry tasks to ensure timely completion.
• Review incoming SMS messages and respond to patient needs or route messages to the appropriate department.
• Coordinate communication between the front desk, clinical staff, providers, and management.

Patient Recall & Follow-Up

• Create recall entries for all patients seen by the end of each business day, following established protocols.
• Monitor upcoming appointments for missing information, incomplete forms, or outstanding administrative tasks.
• Ensure patient communications and follow-up activities are documented appropriately.
• Escalate unresolved issues to the appropriate supervisor.

Qualifications

• High school diploma or equivalent.
• Minimum of 2–3 years of healthcare front desk or administrative experience.
• Knowledge of patient scheduling, insurance verification, EHR systems, and patient portals.
• Strong communication, organizational, leadership, and problem-solving skills.
• Ability to multitask, maintain confidentiality, and work effectively in a fast-paced clinical environment.

Performance Expectations

Ensure daily front desk operations, patient communications, task distribution, recalls, and appointment preparation are completed accurately and on time while maintaining excellent patient service and compliance with clinic policies.