Front Desk Reception Lead

 AICA OrthopedicsFront Desk Receptionist Lead - Leading Excellence in Patient CareLead the Front Line: Elevate Patient Experiences While Developing Your TeamAre you a seasoned front desk professional ready to take the next step in your healthcare career? At AICA Orthopedics, we're looking for an experienced Front Desk Receptionist Lead to guide our front desk team while maintaining the exceptional patient care standards that have made us Atlanta's premier orthopedic provider for 25 years.With 21 clinics and a state-of-the-art surgery center, our growing team of 400+ professionals offers you the opportunity to develop leadership skills while staying connected to direct patient care.
Why Choose the Lead Role at AICA?Develop Leadership Skills: Step into a mentorship role where you'll guide, train, and support fellow front desk team members while maintaining your own patient interaction responsibilities. This is your pathway to management and supervisory roles within AICA.Shape Team Excellence: Play a key role in maintaining AICA's high standards by coaching team members, ensuring consistent processes, and contributing to a positive team culture that drives exceptional patient experiences.Grow Your Career: This lead position is designed as a stepping stone to Practice Management, Clinical Coordination, or other supervisory roles within our expanding organization.
What You'll Do:Team Leadership & Development

• Mentor & Train: Provide guidance and support to front desk staff, assisting with new employee onboarding and ongoing skill      development
• Quality Assurance: Monitor team performance, ensure consistent application of procedures, and provide real-time coaching to maintain service excellence
• Communication Hub: Serve as liaison between front desk team and management, facilitating clear communication of policies, updates, and feedback
• Problem Resolution: Handle escalated patient concerns and complex situations, serving as backup support for challenging cases

Operational Excellence

• Patient Interaction & Scheduling: Maintain full front desk responsibilities including greeting patients, scheduling      appointments, managing patient flow, and providing exceptional customer service
• Insurance Verification & Billing: Lead by example in verifying insurance coverage, collecting payments, and handling complex insurance situations
• Process Improvement: Identify opportunities to streamline front desk operations and implement best practices across the team
• Coverage Coordination: Ensure adequate desk coverage during breaks, lunches, and busy periods

Administrative Support

• Documentation & Reporting: Assist with tracking team metrics, patient satisfaction scores, and operational efficiency measures
• Training Documentation: Help maintain and update training materials and standard operating procedures
• Inventory Management: Oversee front desk supplies and coordinate with management for ordering needs
• Special Projects: Support Practice Manager with initiatives to improve patient experience and operational efficiency

Requirements for Success:

Essential Qualifications

• 3+ years of medical front desk experience (retail/general office experience does not qualify)
• Demonstrated leadership potential or previous supervisory/mentoring experience
• Advanced proficiency with EMR systems and ability to train others
• Exceptional problem-solving abilities in medical settings with proven track record of handling complex situations
• Superior organizational and multitasking skills to manage both individual and team responsibilities
• Strong communication skills with ability to provide constructive feedback and coaching

Preferred Qualifications

• Previous lead, supervisor, or training experience in healthcare setting
• Experience with Personal Injury and orthopedic patient populations
• Knowledge of HIPAA compliance and medical office regulations

Success Metrics:

• Individual Performance: Maintain excellence in personal front desk responsibilities
• Team Development: Successful training and mentoring of team members
• Patient Satisfaction: Contribute to high patient satisfaction scores through personal service and team coaching
• Operational Efficiency: Help reduce patient wait times and improve appointment scheduling accuracy
• Team Performance: Support overall front desk team achievement of KPI targets

What AICA Offers:Compensation & Benefits

• Enhanced Compensation: Base hourly rate plus lead differential and performance bonuses
• Comprehensive Benefits: Medical, dental, vision, life insurance, and 401(k)
• Leadership Development: Specialized training in supervisory skills, team management, and healthcare operations

Career Advancement

• Clear Growth Path: Direct pathway to Clinical Coordinator, Site Coordinator, Practice Manager or other supervisory roles
• Mentorship Program: Ongoing support from Practice Management team
• Professional Development: Access to leadership training, healthcare management courses, and industry certifications

Ready to Lead?If you're passionate about patient care, excited about developing others, and ready to take your healthcare career to the next level, we want to hear from you. Join the AICA team as a Front Desk Receptionist Lead and make a lasting impact on both patient experiences and team success.We are an equal opportunity employer and value diversity in our organization. 

 Essential Qualifications

• 3+ years of medical front desk experience (retail/general office experience does not qualify)
• Demonstrated leadership potential or previous supervisory/mentoring experience
• Advanced proficiency with EMR systems and ability to train others
• Exceptional problem-solving abilities in medical settings with proven track record of handling complex situations
• Superior organizational and multitasking skills to manage both individual and team responsibilities
• Strong communication skills with ability to provide constructive feedback and coaching

Preferred Qualifications

• Previous lead, supervisor, or training experience in healthcare setting
• Experience with Personal Injury and orthopedic patient populations
• Knowledge of HIPAA compliance and medical office regulations