Lead Receptionist Job at Premium Health (Brooklyn)

Job Description

The Lead Receptionist serves as the operational lead of the front desk, balancing hands-on reception responsibilities with day-to-day execution, oversight, and accountability for front desk operations. This role ensures seamless daily workflows, real-time problem resolution, and a consistently high-quality patient experience. As the first-line escalation point, the Lead Receptionist supports front desk staff, coordinates with providers and leadership, and maintains the flow of daily operations. Upholding Premium Health’s CARE values - Compassion, Agility, Respect, and Excellence, this role plays a critical part in ensuring operational excellence without responsibility for strategic planning or HR decision-making.

Job Responsibility

Greet patients warmly and create a welcoming, professional environment that ensures an exceptional patient experience.
Coordinate patient flow to minimize wait times and optimize daily schedules.
Provide daily oversight of front desk operations, including scheduling, appointment confirmations, and handling patient inquiries.
Monitor front desk workflows and communication channels, including Teams chats, fax queues, email inboxes, and daily operational reports.
Conduct daily provider check-ins to address scheduling needs, patient flow concerns, and operational issues.
Adjust schedules as needed to support daily operations and communicate changes clearly with Front Desk (FD) and Call Center (CC) teams.
Step in as a Medical Receptionist in any department as needed to ensure uninterrupted operations.
Ensure compliance with practice policies, procedures, and HIPAA regulations.
Manage the day-to-day activities of the reception area, ensuring seamless workflow and operational efficiency.
Serve as the first-line escalation point for front desk staff, providers, and patients.
Assign daily work and tasks to front desk staff and ensure they are carried out correctly, efficiently, and on time.
Monitor staff performance, morale, and workflow effectiveness
identify areas of weakness and escalate trends or concerns to the Practice Manager.
Provide training, coaching, and general guidance to reception staff to maintain consistent standards of service.
Foster a collaborative, positive, and professional work environment.
Assist in coordinating staff coverage for absences, schedule gaps, and unexpected operational needs.
Set daily priorities and organize work under the guidance of the Practice Manager.
Ensure the ongoing efficient and compliant operational performance of front desk functions.
In collaboration with IT, ensure required reports for departmental compliance are generated and maintained accurately.
Assist with monitoring and tracking key performance indicators (KPIs) and support performance improvement initiatives as directed.
Manage front desk inventory, including ordering, unpacking, and maintaining adequate office supplies.
Maintain relationships with service providers, suppliers, and medical sales representatives, including coordination related to biologic prior authorizations.
Manage patient disputes and conflicts professionally, escalating as appropriate.

Requirements

High school diploma or equivalent
3 – 5 years professional experience preferred
1 year experience in managerial/supervisory role preferred
Highly organized with a strong ability to manage people, time, and competing priorities
Ability to exercise sound judgement and discretion when analyzing and interpreting situations when problems arise, utilizing knowledge and skills, general precedents and practices.
Strong customer service skills
Excellent communication skills (verbal and written), communicating with diverse populations, including physicians, employees, patients, and families
Listening skills, empathy, and compassion
Effective collaborator and works well with others
Demonstrated ability to exhibit a calm, friendly, and professional demeanor, even in high-pressure, fast-paced situations.
Ability to balance multiple competing priorities through effective time management and task prioritization.

What we offer

Paid Time Off
Medical, Dental, Vision and Life coverage

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