Office Lead at Precision Healthcare Specialists – Fort Myers, Florida

Position Summary

The Office Lead serves as the frontline operational resource for assigned medical practice location(s), providing day-to-day direction to front office staff and supporting smooth clinic operations. This role bridges the gap between Patient Service Representatives and supervisory/management staff, acting as a point of contact for staff questions, patient escalations, and workflow oversight. The Office Lead works alongside front office team members while taking on additional responsibility for coverage coordination, training support, and daily operational consistency.

Essential Duties and Responsibilities

Team Direction & Support

• Provide day-to-day direction and workflow guidance to Patient Service Representatives and other front office staff in the absence of or in support of the supervisor.

• Serve as the first point of escalation for staff questions, patient concerns, and operational issues during the shift.

• Assist with onboarding and orientation of new front office team members, including training on workflows, systems, and customer service standards.

• Monitor adherence to scheduling protocols, check-in/check-out procedures, and front desk standards.

• Communicate daily priorities, coverage needs, and any operational updates to team members at the start of each shift.

Front Office Operations

• Perform all Patient Service Representative duties including patient check-in/check-out, appointment scheduling, insurance verification, and co-pay collection.

• Monitor patient flow and wait times, proactively communicating delays to clinical staff and patients.

• Ensure accurate and timely entry of patient demographics, registration data, and insurance information in the EHR/practice management system.

• Oversee daily opening and closing procedures for the front office, ensuring all tasks are completed accurately and on time.

• Maintain front office supply inventory and submit requests to the supervisor when replenishment is needed.

Patient Experience

• Model exceptional customer service behavior and hold team members accountable to patient experience standards.

• Address patient concerns and complaints with professionalism, resolving issues at the point of service when possible and escalating appropriately when needed.

• Ensure all patient interactions reflect a welcoming, respectful, and patient-centered environment.

Administrative & Compliance Support

• Assist with daily balancing, deposit preparation, and point-of-service payment reconciliation under the direction of the supervisor.

• Ensure front office compliance with HIPAA, OSHA, and organizational policies; report concerns to the supervisor promptly.

• Support insurance authorization and referral coordination tasks as assigned.

• Participate in staff meetings and communicate relevant updates to front office team members.

• Complete and document any required shift reports, incident reports, or operational logs.

Qualifications

Education & Experience

• High school diploma or equivalent required; Associate's degree or healthcare-related coursework preferred.

• Minimum 2–3 years of experience in a medical front office or patient-facing healthcare setting required.

• Prior experience in a lead, senior, or informal supervisory capacity preferred.

• Experience with electronic health record (EHR) and practice management systems required; Paylocity or similar HRIS familiarity a plus.

Skills & Competencies

• Demonstrated ability to take initiative and provide direction in a fast-paced clinical environment.

• Strong interpersonal and communication skills with ability to work effectively with diverse staff and patient populations.

• Working knowledge of HIPAA regulations and patient privacy requirements.

• Proficient in insurance verification, scheduling, and front office workflows.

• Strong organizational skills with ability to manage competing priorities and maintain accuracy under pressure.

• Proficiency with Microsoft Office Suite and healthcare software systems.