Bilingual Clinical Front Office Lead- Glendale

Summary

The Front Office Lead supports the Office Manager by overseeing daily front office operations, coaching front desk staff, and ensuring the highest standard of customer service at the clinic. This position plays a key role in patient experience, in-clinic scheduling support, compliance with daily tasks, and triaging needs to the OM or Centralized Team as appropriate.

Core Responsibilities

Leadership & Oversight

• Serve as the go-to support for Front Office Specialists during the OM’s absence or when multiple priorities arise.
• Train and mentor new front office staff to ensure consistency and compliance with SOPs.
• Monitor completion of daily front office tasks including patient check-in/out, scanning paperwork, and payment collection.
• Ensure front desk coverage and assist with coordinating coverage during staff call-outs.

Patient Experience

• Greet and check in patients with a focus on providing Above and Beyond customer service.
• Support check-out workflow after evaluations and treatment sessions.
• Communicate Therapy Tree’s cancellation policy, attendance requirements, and payment expectations to families.

Coordination & Escalation

• Triage in-person parent complaints and escalate per Escalation SOP.
• Route calls appropriately when Centralized Scheduling misses a call or a walk-in family has urgent questions.
• Communicate real-time concerns with therapists, Tech's, and the Office Manager.

Required Skills & Experience

• 2+ years of front office or receptionist experience in a healthcare or pediatric setting.
• Proficient in Google Suite (Sheets, Docs), and basic use of the Elevate phone system.
• Strong communication, time management, and organizational skills.
• Comfort with handling complaints and problem-solving in real-time.
• Bilingual (English/Spanish) is required. 
• Ability to acquire a Fingerprint Clearance Card

Location

Glendale Clinic

Hours
Monday -Friday 730am-430pm