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Atlantic Vision Partners

Runs eye care practices and supports their operations

Front Desk Patient Experience Lead

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours
Full-timeNorfolk, VA, USAIn-person

About the Job

Requirements

  • At least 1 year as a front desk teammate at SEEMS or 2 years of relevant experience at an external company.
  • In lieu of the experience requirement, candidates may obtain either the Certified Healthcare Access Associate (CHAA) or Certified Patient Service Specialist (CPSS) certification and pass it on to the local management team.
  • Complete at least 10 qualifying SEEMS Advancement Credits every 24 months.
  • Demonstrate comprehensive knowledge of daily front desk duties, signed off by the regional Training and Development Leader.
  • Demonstrate patient-experience skills by understanding and anticipating patient needs and providing education and communication.
  • Demonstrate proactive communication by keeping others informed and raising challenges or concerns to leadership when needed.
  • Use analytical thinking to solve problems.
  • Maintain professionalism, ethical conduct, and composure in challenging circumstances.
  • Communicate effectively in writing and verbally, and actively listen to understand the needs of coworkers and patients.
  • Focus on improving patient experience through continuous improvement.
  • Use technology, innovation, and process improvements to improve efficiency and effectiveness.
  • Build strong working relationships with teammates and colleagues across the organization.
  • Remain receptive to new ideas and respond to change with flexibility.
  • Recognize how actions affect others and consider future development.
  • Recognize personal strengths and development needs and work to strengthen capabilities.
  • Foster a positive workplace environment that encourages accountability, collaboration, and transparency.
  • Demonstrate self-awareness of learning style and personality traits, and focus on strengths.
  • Take pride in work by asking questions, providing feedback, and completing tasks promptly.
  • Align responsibilities and projects with company goals and mission.
  • Anticipate problems and develop solutions in daily work.
  • Ask for clarification when needed and work in an organized, structured manner.
  • Express ideas and solutions in meetings or projects and remain open to feedback from others.
  • Establish performance goals and align personal interests and career aspirations with new tasks and responsibilities.
  • Offer solutions to problems and seek constructive feedback on job performance.
  • Share responsibility for maintaining workload items for clinical and support buckets.
  • Demonstrate strong attention to detail and accurate record-keeping and documentation.
  • Participate in required training and employee engagement activities.
  • Be proficient with Microsoft Office Suite or related software.
  • Be able to remain stationary for extended periods, frequently use hands, fingers, and computer equipment, and communicate effectively with patients and team members.
  • Complete annual compliance training and comply with HIPAA, OSHA, and company policies.
  • Undergo background screening or drug screening if required for the position or location.

Responsibilities

  • Oversee front desk operations in the ophthalmology practice to provide an efficient and positive patient experience.
  • Lead and mentor Patient Experience Coordinator I and II team members by example.
  • Manage patient check-in and check-out, scheduling, and insurance verification to ensure smooth front desk operations.
  • Assist with developing and implementing front desk policies and procedures to improve workflow and patient satisfaction.
  • Serve as the primary escalation point for front desk issues and resolve patient concerns and operational challenges.
  • Collaborate with the Practice Manager to identify improvements and implement best practices.
  • Monitor front desk performance metrics, including wait times, patient satisfaction, and schedule utilization.
  • Use knowledge of insurance policies, prior authorizations, and payment collection to support patient education and front desk operations.
  • Ensure compliance with HIPAA, OSHA, and company policies to maintain a safe and confidential environment.
  • Coordinate staffing and shift coverage for smooth front desk operations.
  • Communicate updates, concerns, and process improvements between front desk staff and management.
  • Perform and maintain knowledge of all front desk duties.
  • Resolve complex patient concerns and complaints with patients and medical staff in accordance with company policies and patient needs.
  • Help patients understand their care plans, procedures, and post-care instructions, advocating for them throughout their care journey.
  • Schedule appointments accurately and promptly, and inform patients about visit times and required documentation, including insurance cards, copays, and existing patient balances.
  • Complete pre-registration tasks to support patient registration.
  • Collect and verify patient information during check-in, ensuring forms, insurance details, and personal data are accurate and secure.
  • Anticipate patient registration and billing needs, as well as needs such as water and snacks.
  • Provide consistent customer care.
  • Protect patient information and maintain confidentiality in compliance with applicable regulations.
  • Provide general support to Patient Experience teams and contribute to improving patient care practices.

About the Company

Atlantic Vision Partners

Runs eye care practices and supports their operations

Atlantic Vision Partners runs ophthalmology and optometry practices that examine eyes, treat vision problems, and perform eye surgery in the Mid-Atlantic. Its doctors manage conditions such as cataracts, glaucoma, and retinal disease, with care ranging from routine visits to specialist treatment. The business combines patient services with practice management, handling operations, technology, marketing, and insurance administration for affiliated clinics. It operates within the AVP-SEES eye care network, which connects practices across Virginia, Tennessee, and Alabama. Atlantic Vision Partners was founded in 2019 and is headquartered in Richmond, Virginia.

Company size
501-1,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Richmond, VA
Founded
2019

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