Experienced Front Desk Lead

Full-time: Monday-Friday 7:30-4:30, rotating weekend schedule, holidays, & occasional need for evening.

We are seeking a warm, energetic, mature Front Desk Lead who is highly organized, detail oriented, poised and confident to be the face and voice of our pediatric practice.

Panorama Pediatric Group is a large, yet intimate private medical practice comprised of 9 physicians and 7 nurse practitioners/physician assistants providing compassionate, comprehensive healthcare in collaboration with our patients and their family. Our practice gives patients a quality experience in a warm, personal and professional setting. Our office is located in beautiful Penfield/East Rochester border, convenient to 490.

Position Summary

The Front Desk Leader oversees daily front desk operations in a busy pediatric practice, ensuring every patient and family receives warm, personalized and efficient service. This role combines leadership, administrative expertise, and a strong understanding of pediatric patient needs. The Front Desk Leader supports front desk staff, coordinates workflow, resolves issues, and serves as a key liaison between families, clinical staff, and management.

Key Responsibilities

Patient & Family Experience

• Greet patients and families with a friendly, child‑centered approach.
• Ensure check‑in, check‑out, and scheduling processes run smoothly.
• Address parent concerns promptly and professionally.
• Maintain a welcoming, clean, and organized front desk environment.
• Preserve confidentiality.

Front Desk Operations

• Oversee daily front desk workflow, including appointment scheduling, insurance verification, and patient registration.
• Monitor phone queue performance and ensure timely call handling.
• Ensure accuracy of patient information, forms, and documentation.
• Troubleshoot scheduling conflicts, billing questions, and operational issues.

Leadership & Staff Support

• Train, mentor, and support front desk team members.
• Assign daily duties and adjust staffing based on patient volume.
• Provide real‑time coaching to maintain service standards.
• Complete performance evaluations and ongoing staff development.

Collaboration & Communication

• Work closely with staff to coordinate patient flow.
• Communicate schedule changes, provider availability, and urgent issues.
• Serve as the first point of escalation for front desk concerns.

Compliance & Quality Assurance

• Ensure adherence to HIPAA and pediatric‑specific privacy standards.
• Maintain knowledge of insurance requirements, referrals, and payment procedures.
• Support quality improvement initiatives and office policies.

Qualifications

• 2+ years of medical office or healthcare front desk experience (pediatrics preferred).
• Prior leadership or supervisory experience required.
• Strong communication and customer‑service skills, especially with families and children.
• Proficiency with EMR/EHR systems and multi‑line phone systems
• Use Microsoft Office applications (Outlook, Excel, Word, Team) to manage schedules, track data, and support communication.
• Ability to multitask in a fast‑paced environment
• Knowledge of insurance plans, billing basics, and medical terminology

Key Competencies

• Warm, family‑centered communication
• Calm under pressure
• Organizational strength
• Problem‑solving mindset
• Team leadership
• Constructive feedback
• Attention to detail and accuracy
• Carry out these duties in a responsible professional and ethical manner; upholding the mission and values of the Practice
• Participate in departmental and Practice-wide staff meetings and other training in-service as assigned.
• Demonstrate awareness of Practice mission, organizational goals, values, policies and procedures; work effectively across departmental boundaries, represent the Practice in professional manner
• Requires the ability to relate to people of diverse backgrounds, cultures, races, sexual orientations and gender identities or expressions.

Skills and Abilities:

• Ability to manage a number of concurrent tasks using strong organizational focus to prioritize and resource independently
• Ability to adapt to changing schedules and assignments based on the needs of the practice
• Analytical and problem-solving skills
• Skill in typing 40 wpm
• Skill of persistence is needed when necessary
• Ability to examine documents for accuracy and completeness
• Ability to read, understand and follow oral and written instruction
• Ability to communicate effectively and work with others
• Knowledge of medical terminology
• Knowledge of grammar, spelling, and punctuation
• Work in a team environment
• Reliable, punctual and approachable
• Positive
• Ability to guide and mentor others professionally
• Ensure productivity & goals are executed and met throughout the day
• Uphold policies and procedures and demonstrate these for others being trained

Education and Experience:

• Previous medical office experience with c…