Business Office Team Lead
Role details
Job location
Tech stack
Job description
The Front Office Lead is a key member of the MedStar Ambulatory Surgery Center team, responsible for overseeing daily front office operations, ensuring efficient patient flow, and providing support to front desk Business Office Associates. This position requires strong leadership, organizational, and customer service skills to maintain a patient-centered environment. The Front Office Lead will serve as a liaison between front office staff, clinical teams, and administration, ensuring that all front office functions are carried out in accordance with company policies, regulatory standards, and best practices.
Additionally, the Front Office Lead will serve as the Designated Financial Manager (DFM), responsible for reviewing, approving, and properly storing invoices in designated folders. This role works closely with the billing team, ensuring they have all necessary information and documentation required for timely and accurate claims submissions. The Front Office Lead will also review daily and upcoming surgical schedules to ensure all necessary authorizations are on file prior to the date of surgery. They will review upcoming cases for any accounts placed in collections and notify patients as part of a proactive effort to secure payment prior to the date of service.
Key Responsibilities
- Leadership
Provide daily oversight, support, and guidance to front office staff, ensuring proper coverage and smooth workflow.
Act as a point of escalation for patient, visitor, and staff concerns, resolving issues in a timely and professional manner.
Assist in the training, onboarding, and ongoing development of front office team members.
Conduct daily huddles or check-ins with front office staff to communicate key information, updates, or changes in workflow.
- Patient Experience & Customer Service
Ensure patients are greeted warmly and their questions or concerns are addressed promptly.
Monitor patients wait times and actively work to reduce delays.
Handle escalated patient complaints, ensuring issues are resolved and documented appropriately.
Promote a patient-first culture by modeling high standards of service and empathy.
- Operational
Oversee the daily management of front office tasks, including patient check-in, check-out, and scheduling.
Ensure the accuracy of patient demographics, insurance verifications, and financial collections.
Monitor and maintain cleanliness, order, and supply levels of the front desk area.
Ensure timely completion of daily reconciliation tasks, such as cash collections and deposit tracking.
- Designated Financial Manager (DFM) Responsibilities
Review and approve invoices related to front office and operational expenses.
Save and organize invoices in appropriate folders for easy access and audit readiness.
Collaborate with the billing team to ensure all necessary documentation is available for claims submissions.
Ensure timely submission of any required invoice information to support timely and accurate claims processing.
Serve as a key point of contact for the billing team, providing timely responses and resolving issues related to invoice documentation or claims support.
- Authorization & Collections Management
Review surgical schedules to ensure all required patient authorizations are in place prior to the surgery date.
Identify and review upcoming surgical cases with patient accounts that are placed in collections.
Notify patients with accounts in collections prior to their surgery date to facilitate payment or resolution.
Work with the billing team to ensure a smooth transition of collection-related issues and timely follow-up with patients.
- Compliance & Documentation
Maintain compliance with HIPAA, and other regulatory standards related to front office procedures and patient privacy.
Ensure front office team members adhere to all company policies, procedures, and workflows.
- Technology & Reporting
Use and oversee the operation of practice management software, EHR systems, and scheduling platforms.
Generate and review reports on patient flow, no-shows, financial collections, and invoice processing as needed.
Identify operational inefficiencies and recommend process improvements to leadership.
Requirements
Education: High school diploma or equivalent required.
Experience: Minimum of 2-3 years of front desk or medical office experience, with at least 2 + years in a supervisory role. Experience in a surgical or ambulatory healthcare environment is strongly preferred.
Technical Skills: Proficiency with healthcare scheduling software, electronic health record (EHR) systems, and Microsoft Office Suite (Word, Excel, Outlook).
Knowledge: Familiarity with insurance verification, billing practices, HIPAA compliance, and customer service principles.
Benefits & conditions
Pulled from the full job description
- 401(k)
- Health insurance
- Vision insurance
- Dental insurance
- Life insurance, * 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance