Front Office Administrator Lead

Role Description

The Front Office Administrator - Lead serves as both a key front-line representative for patients and

visitors and the primary point of support for the front office team. This role ensures efficient

day-to-day operations while maintaining a welcoming, professional environment. The Lead functions

as the go-to resource for the front office, assisting with de-escalation of patient concerns, guiding

workflow priorities, and serving as a "super user" for systems such as Athena, Shopify, and Clover.

The ideal candidate demonstrates leadership, composure, and strong communication skills while

fostering a positive and productive team environment.

Key Responsibilities

● Maintain a welcoming and efficient front desk environment for patients, visitors, and staff.

● Serve as the primary go-to resource for the front office team, providing real-time support,

troubleshooting, and guidance on workflows, policies, and procedures.

● Assist in de-escalating upset or dissatisfied patients, addressing concerns with empathy and

professionalism, and involving leadership when appropriate.

● Act as a super user for the EMR (Athena), Shopify, and Clover systems; assist with training

and troubleshooting for front office staff.

● Provide day-to-day direction to ensure adequate front desk coverage, task completion, and

adherence to established workflows.

● Answer and manage a high volume of incoming calls with professionalism and courtesy.

● Collaborate with teammates to achieve call response goals and minimize unnecessary call

transfers by resolving inquiries directly whenever possible.

● Accurately complete patient registration, insurance verification, payment collection, and

documentation in EMR.

● Scrub daily schedules for accuracy, verify insurance eligibility, and ensure all patient

information is up to date prior to appointments.

● Oversee front office task assignments and confirm that all end-of-day responsibilities are

completed accurately and on time.

● Maintain confidentiality of patient information in accordance with HIPAA regulations.

● Uphold clinic standards for professionalism, appearance, and patient service.

● Manage vitamin and supplement sales using Shopify and Clover systems; maintain product

knowledge and assist patients with recommendations.

● Monitor office and front desk supplies; add low-stock items to the ordering list to ensure

adequate inventory.

● Maintain a clean, organized, and welcoming reception area and workspace.

● Follow all company policies, procedures, and standard operating procedures (SOPs) as

outlined in the employee handbook.

● Adhere to workplace standards for music volume, content, and professional conduct.

● Contribute to process improvement initiatives and operational efficiency efforts.

● Support onboarding and training of new front office staff.

● Participate in team meetings and staff discussions to promote collaboration and continuous

improvement.

Qualifications

● High school diploma or equivalent required

● Minimum of one (1) year of experience in a medical or administrative office setting required

● Basic medical terminology strongly preferred

● Proficiency in EMR systems (Athena preferred), Shopify, and Clover

● Excellent communication, organization, and multitasking skills

● Ability to remain calm and professional when handling patient concerns or challenging

situations

● Strong customer service skills and a collaborative leadership approach

● Ability to work effectively in a fast-paced environment and mentor others

Physical Requirements

● Prolonged periods of sitting and computer use

● Ability to lift up to 20 lbs occasionally (e.g., office or supply boxes)

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person