Front Desk Lead

Families and Youth Inc•Las Cruces, NM

2d•$17 - $21

About The Position

The Front Desk Lead serves as the primary lead and coordinator of front desk operations, ensuring efficient patient flow, exceptional customer service, and adherence to organizational policies and procedures. The Front Desk Lead is responsible for maintaining a welcoming, professional environment while ensuring compliance with HIPAA regulations and other healthcare standards. The Lead serves as the primary point of contact and handles escalated situations by accessing appropriate supports as necessary. This position oversees daily reception activities, supports front desk staff, and serves as a liaison between administrative operations and clinical teams. This position also requires the ability to be in proximity of people experiencing high levels of emotional distress and to be of assistance to the team in managing escalated situations

Requirements

High school diploma or GED equivalent
Minimum 2-3 years of front desk or customer service experience in a healthcare setting
Minimum 1 year of supervisory or lead experience
Proficiency with Electronic Health Record (EHR) systems
Strong computer skills, including Microsoft Office Suite
Excellent verbal and written communication skills
Knowledge of HIPAA regulations and patient confidentiality requirements
Ability to multi-task in a fast-paced environment

Nice To Haves

Associate's degree in healthcare administration, business, or related field
Experience in behavioral health or CCBHC setting
Knowledge of medical terminology
Bilingual capabilities (Spanish or other languages commonly spoken in service area)

Responsibilities

Supervise, train, mentor, and schedule front desk staff.
Ensure policy compliance and maintain trauma‑informed, gender‑affirming service.
Provide coverage during absences and high‑volume periods.
Oversee check‑in/out, appointment scheduling, and patient flow.
Handle escalated concerns and use de‑escalation/crisis‑response techniques.
Verify insurance, collect payments, and resolve complex inquiries.
Maintain confidentiality under HIPAA and 42 CFR Part 2.
Manage medical records accuracy, retrieval, and release requests.
Oversee mail, correspondence, data entry, and supply inventory.
Maintain organized filing and documentation systems.
Answer, triage, and route calls; complete callbacks.
Provide program information and crisis de‑escalation when needed.
Conduct audits and ensure compliance with HIPAA, 42 CFR Part 2, and agency policies.
Oversee monthly insurance verification and communicate issues.
Implement and track required agency surveys; support quality improvement.
Serve as liaison between patients, clinical teams, admin departments, and external partners.
Coordinate with insurance specialists and escalate complex issues.