Front Office Lead at Appalachian Regional Healthcare System – Boone, North Carolina

Front Office Lead

Front Lead – Ambulatory Clinic

Location: Boone, North Carolina | Ambulatory Care | Non-Exempt

Why You’ll Love Working Here

As a Front Lead at UNC Health Appalachian, you will play a vital role in coordinating front office operations and ensuring a seamless patient experience across the ambulatory setting. This position partners closely with clinic leadership to support staffing, scheduling, and daily workflows while maintaining high standards of patient service and operational efficiency.

This role is ideal for a detail-oriented professional who thrives in a fast-paced environment, enjoys leading teams, and is passionate about delivering exceptional patient experiences.

Status: Non-Exempt
Compensation: Starting at $17.02/hour based on education, experience, certification, and internal equity

Benefits: Comprehensive medical, dental, and vision coverage; HSA; supplemental insurance options; retirement plan with employer match; paid time off; tuition reimbursement; Career Pathways Program; Love Your Life wellness incentives; Employee-to-Employee (E2E) assistance program; and employee discounts to regional attractions. Benefits begin the first of the month following 60 days of employment from new hire orientation.

Located in the heart of the Blue Ridge Mountains, Boone, North Carolina offers exceptional outdoor recreation, vibrant community living, and outstanding quality of life.

What You’ll Do as a Front Lead Leadership & Operational Support

• Provide leadership, guidance, and daily support to front office staff.
• Partner with the Practice Manager to ensure efficient clinic operations and workflow management.
• Monitor front office productivity and ensure adherence to established procedures and service standards.

Staffing & Coverage Coordination

• Assist with coordinating staffing coverage for front office operations.
• Support review and management of Paid Days Off (PDO) requests to ensure adequate staffing.
• Adjust schedules as needed to accommodate call-outs, vacancies, or increased patient volumes.
• Communicate staffing updates and coverage needs to ensure smooth daily operations.

Patient Registration & Financial Processes

• Perform and oversee patient check-in and check-out workflows.
• Ensure accurate collection and documentation of patient demographic and insurance information.
• Verify insurance eligibility and ensure authorizations are obtained when required.
• Ensure collection of copays, balances, and other patient financial responsibilities in accordance with policy.
• Assist staff in resolving registration and insurance verification issues.

Billing Coordination & Review

• Support resolution of front-end billing issues to prevent claim denials.
• Assist with reviewing billing-related discrepancies tied to front office workflows.
• Collaborate with UNC billing teams to address patient billing and insurance concerns.
• Provide guidance to staff on workflows that impact billing accuracy and reimbursement.

Patient Experience & Escalations

• Serve as a point of contact for patient concerns related to front office processes.
• Address issues professionally and escalate complex concerns to leadership as needed.
• Identify trends in patient concerns and support process improvement initiatives.
• Promote a positive, patient-centered experience through responsive service and problem resolution.

Training & Development

• Assist with onboarding and training of new front office staff.
• Reinforce best practices, workflows, and service expectations across the team.

Qualifications Minimum Education

• High school diploma or equivalent required

Experience

• Previous experience in a healthcare front office, scheduling, or administrative role preferred
• Leadership or supervisory experience preferred

Licensure & Certifications

• N/A (certifications in healthcare administration or revenue cycle preferred but not required)

Knowledge, Skills & Abilities

• Strong leadership and team coordination skills
• Excellent communication and interpersonal abilities
• Knowledge of patient registration, scheduling, and insurance verification processes
• Understanding of front-end revenue cycle workflows and billing impacts
• Strong organizational and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Commitment to delivering exceptional customer service
• Proficiency in electronic health records (EHR) and scheduling systems

Physical Requirements

• Ability to sit or stand for extended periods
• Manual dexterity for computer and office equipment use
• Occasional movement throughout clinic to support operations

Work Environment

• Ambulatory clinic setting with frequent patient interaction
• Fast-paced environment requiring multitasking and adaptability
• Collaboration with clinical staff, leadership, and administrative teams
• May require flexibility based on clinic needs, including occasional extended hours

About UNC Health Appalachian
It's official - UNC Health Appalachian earned an "A" in the fall 2023 Leapfrog Patient Safety Grades! UNC Health Appalachian, the leader for healthcare in the High Country, comprises three hospitals, 13 medical practices, Seby B. Jones Regional Cancer Center, The Rehabilitation Center, and Appalachian Regional Healthcare Foundation. UNC Health Appalachian stays committed to promoting health in the High Country, enhancing quality of life, and simply “making life better.”

About UNC Health
UNC Health is a state entity and an affiliated enterprise of the University of North Carolina system, comprised of 14 hospitals, 18 hospital campuses and more than 500 clinics along with the clinical patient care programs of the UNC School of Medicine (SOM). It exists to improve the health and well-being of North Carolinians and others we serve and to further the teaching mission of the University of North Carolina SOM. Over the past three years, UNC Health has provided more than $400 million in uncompensated or charity care to the citizens of North Carolina. Our hospitals have received numerous awards and recognition for quality care, patient safety and the overall patient experience. For more information, please visit unchealth.org.

UNC Health Appalachian embraces diversity and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. We value a workforce that reflects a variety of backgrounds and perspectives, as it enhances our ability to provide outstanding care. We welcome and encourage applications from candidates of all backgrounds and experiences. UNC Health Appalachian is committed to providing a fair and inclusive hiring process and a workplace where all team members feel respected and empowered. If you require accommodations during the application process, please contact us.

Employment at UNC Health Appalachian is contingent upon successful completion of a background and drug screen. For accommodations or additional information, contact arhsrecruitment@unchealth.unc.edu.