Lead Front Desk Specialist

About Avenue360 Health and Wellness

Avenue 360 is a FQHC that strives to provide high quality and caring service to promote healthy people and communities. Our 360-degree approach addresses medical needs and social and environmental challenges, like housing. Our compassionate care extends to those with and without insurance. We believe income must not determine the level of access to quality health care.

Providing comprehensive, high quality, and caring service is the core of what we do, whether medical, hospice care, engaging adult activities, and supportive housing programs. We strive to address the many social determinants of healthy living in Greater Houston.

Our Values PACT

• We take PRIDE in our work.
• We have a positive ATTITUDE.
• We are CURIOUS.
• We are COMMITTED.
• We are CARING and CUSTOMER-SERVICE oriented.
• We are a TEAM.
• We LEARN, GROW, and INNOVATE

Role Overview 

The Lead Front Desk Specialist performs all essential duties of the Front Desk Specialist role while providingon‑sitesupport, guidance, and leadership to the front desk team. This position serves as theinitialpoint of contact for questions from staff and acts as a role model for professionalism, accuracy, and exceptional customer service. The Lead Front Desk Specialist must be proficient in all front desk functions, including complex scheduling, insurance verification, billing, and EHR processes. The role also supports clinic operations through coordination, communication, andproblem‑solvingto enhance patient experience, team performance, and workflow efficiency.

Areas of Accountability

This position is directly accountable for the following key areas:

1. Patient Experience & Customer Service

• Provide a warm, professional, and welcoming experience for patients in person and by phone.

• Explain available services, payment categories, billing procedures, and copayment expectations.

• Maintain a positive,customer‑focuseddemeanor during all interactions.

• Escalate patient complaints appropriately andassistwith resolution when possible.

1. Patient Intake, Registration & Documentation

• Update patient information at every visit, includingin‑clinicand telehealth appointments.

• Ensuretimelycheck‑inandcheck‑outfor all patient encounters.

• Ensure required patient forms are completed at each visit.

• Scan required documents into the EHR accurately and promptly.

• Monitor and complete EHRin‑basketmessages and work queue tasks.

1. Scheduling & Appointment Coordination

• Accurately schedule patient appointments following established policies and procedures.

• Managewalk‑inpatientand emergency visitsin accordance withclinic protocols.

• Complete appointment reminders at least 24 hours in advance and communicate balance due.

• Verifyall daily appointments are properly dispositioned at the end of day.

• Call and reschedule patients whono‑showedthe previous day.

1. Insurance, Eligibility & Financial Responsibilities

• Perform insurance verification at least 1 day prior to scheduled visits and document results in the EHR.

• Check eligibility for all applicable patients and schedule renewal appointments.

• Coordinate with Eligibility staff for admissions, recertifications, and insurance changes.

• Accurately collect patient payments and follow propercash‑handlingprocedures.

• Allocate and reconcile the clinic change fund.

• Prepare daily deposits for submission.

1. Communication & Team Support

• Serve as theinitialpoint of contact for questions from Front Desk Specialists.

• Maintain effective communication with medical, dental, behavioral health, and eligibility teams.

• Provide front desk orientationtonew staffmembers.

• Assist the Practice Manager in monitoring completion of work queues andin‑baskets.

• Support the Practice Managerwithmonitoring clinic goals and operational objectives.

• Maintain an organized and clean patient waiting area.

1. Administrative & Operational Support

• Monitor supply needs andsubmitsupply lists to the Practice Manager.

• Ensure phone coverage, voicemail review, andtimelyreturn of patient calls with proper EHR documentation.

• Providecross‑cliniccoverage when needed.

• Coordinate front desk workflow to support smooth patient flow and clinic operations.

• Assistwith general operations tasks as necessary andappropriate torole.

1. Flexibility & Additional Responsibilities

• Providecross‑coverageto other clinics as needed.

• Adapt to changing priorities and assist with tasks outside of routine responsibilities as needed.

• Performadditionalduties or special projects assigned to supportorganizationoperations.

• Understand that the responsibilities listed are not intended to beall‑inclusiveand may evolve based on the needs of the clinic.

Education,Licensure/Certification:

• High school diploma or GEDrequired.

• Additionalcoursework or training in healthcare administration, customer service, or office management preferred.

• Professional certifications in medical office administration or customer service are a plus.

Experience,Skills/Abilities Related Requirements:

• Minimum of 1 year of experience inhealthcare, customer service, or administrativesetting.

• Experience working with patients, clients, or the public in afast‑pacedenvironment preferred.

• Strong ability to multitask whilemaintainingaccuracy and attention to detail.

• Demonstrated competency in communication,problem‑solving, andmaintainingprofessionalism under pressure.

• Soft skills such as empathy, adaptability, teamwork, and aservice‑orientedmindset

• Proficiencywith electronic health records (EHR) systems, scheduling software, and basic office technologyand softwarepreferred.

• Bilingualproficiencyin English and Spanish is preferred to support effective communication with patients, though candidates who are not bilingual are still encouraged to apply.

Continuing Education and Training Requirements:

• Participates in all required training and continuing education as outlined by the organization, funding sources, and any applicable licensure requirements.

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