Lead Front Desk Representative

Susquehanna Obstetrics, Gynecology and Nurse Midwifery is seeking a full-time Lead Front Desk Representative. The Lead Front Desk Representative is responsible for greeting, registering, and scheduling patients while supporting providers and other staff in ensuring a smooth and efficient patient experience. In addition to performing all standard front desk duties, the Lead serves as a resource to team members, assists with daily scheduling and timecard functions, and helps to coordinate overall administrative operations in the absence of management. Susquehanna Obstetrics, Gynecology and Nurse Midwifery has 2 office locations in Bel Air, MD and Havre de Grace, MD.

Job Responsibilities:

• Act as a resource and point of contact for administrative staff and patients in the absence of direct supervision.
• Help monitor daily workflows and support real-time problem-solving by facilitating communication between the front desk, clinical staff, and providers.
• Ensure a smooth patient check-in and check-out process and a positive patient experience by addressing barriers to service proactively, minimizing wait times, and supporting front office efficiency.
• Aid with schedule coordination and timecard review in partnership with management.
• Provide support in onboarding and training new front office employees, ensuring understanding of procedures and service expectations.
• Model professionalism and high standards of patient service, fostering a supportive and cohesive front office team environment.
• Identify opportunities for process improvement and bring recommendations to management.
• Greet and assist patients and visitors in person or by phone, schedule appointments, and serve as the first point of contact while maintaining accurate records and accounts.
• Perform all registration (or verify mobile registration) for new patients and update information for established patients.
• Demonstrate effective handling of patient situations, including upset/dissatisfied customers, and work with other teams as needed to resolve challenges efficiently and effectively.
• Optimize patient satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by phone following established scheduling guidelines.
• Ensure availability of treatment information by filing and retrieving patient records.
• Protect patients' rights by upholding confidentiality of medical, personal, and financial information.

Qualifications:

• High school diploma or GED required; Associate's degree preferred.
• Minimum two (2) years of experience in a medical or clinical office; previous experience in a lead, support, or mentoring role preferred.
• Demonstrated commitment to providing outstanding customer service and patient-centered care.
• Experience with EMR, computerized scheduling, and registration systems including Athena, Greenway, and Phreesia.
• Strong organizational and communication skills with attention to detail.
• Capacity to maintain professionalism in a fast-paced and dynamic environment.
• Aptitude to exercise sound judgment and problem-solving skills when supporting team operations.
• Ability to travel occasionally during the work week to support multiple practice locations.
• Authorization to work in the United States without requiring authorization sponsorship by our company for this position now or in the future.
• A satisfactory background check inclusive of driving records, criminal records, employment references, education, social security, and OIG exclusions.

Physical Demands and Work Environment:

• Located in fast-paced, professional office and clinical environments with a noise level that is generally moderate.
• Regular use of standard office equipment (including computers, phones, photocopiers, filing cabinets, fax machines, etc.).
• Extensive and regular periods of sitting, standing, bending, walking, seeing, talking, and listening.
• Adequate visual acuity including ability to read information.
• An occasional requirement to reach with hands/arms, stoop, kneel, or crouch.
• An occasional requirement to push, pull, lift and/or move up to 10 pounds.
• Ability/flexibility to travel as needed.

Benefits & Compensation:

• Health, Dental, and Vision Insurance
• Health Savings Account (HSA) and Flexible Savings Account (FSA) Option
• 401k Retirement Plan + company provided match after 1 year of employment
• Life and Disability Insurances
• Paid holidays & PTO
• Compensation Range: $22.00-$25.00/hr

Please note compensation is based on years of experience.

About Susquehanna Obstetrics, Gynecology and Nurse Midwifery:

Susquehanna Obstetrics, Gynecology and Nurse Midwifery of Advantia offers a full range of obstetric and gynecologic services through its two full-time offices located in Harford County, Maryland. Our practice is committed to compassionate care based on proven medical practices and standards. Our patients benefit from our coordinated approach, allowing for individualized care throughout every stage of a woman's life.

Susquehanna OB/GYN is particularly proud of its Nurse Midwifery program, one of the most established in the State of Maryland. We deliver more babies and offer more birth options than any other practice in the region. Through our experienced physicians and nurse midwives, Susquehanna OB/GYN offers a family-centered approach to the birth process. Every woman and pregnancy is unique. Susquehanna recognizes and provides exceptional care for each patient, with a focus on education and counseling.

About Advantia Health:

To provide the highest quality patient care available, Susquehanna OB/GYN and Nurse Midwifery is partnered with Advantia Health. Advantia is transforming healthcare for all women - setting a higher standard of care and convenience while reducing unnecessary costs. Compassion and value inspire everything we do. We take time to listen, answer questions completely, and offer helpful technology between visits so that our patients are empowered and at ease. Alongside coordinated care, Advantia is pioneering care models that align incentives with the best interests of women and their families.

Please note: Susquehanna OB/GYN and Nurse Midwifery of Advantia Health is dedicated to providing unparalleled healthcare to our customers by employing the most highly-qualified individuals. If you are selected for further consideration, you will be subject to a background investigation. COVID-19 and Flu vaccination is a required condition of employment.

Advantia Health is an Equal Opportunity Employer that is committed to global diversity: It is a place where good people want to work, and customers want to continue to engage EOE M/F/D/V.

The responsibilities, qualifications, working conditions, and physical requirements outlined by this job description are not intended, and should not be construed, to be an exhaustive list. This job description reflects the principal elements required for recruitment and selection, position evaluation, and the development of performance standards. The physical demands described are representative of those that must be met by an employee to perform all essential job functions successfully. When necessary, reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential job functions. The Company provides equal employment opportunities (EEO) to all qualified employees and applicants without discrimination on the basis of race, religion, color, national origin, gender, marital status, veteran status, parental status, sexual orientation, disability, age, genetics or any other protected category under applicable federal, state or local law. This EEO policy is upheld and applied to all terms and conditions of employment including but not limited to recruitment, placement, promotion, termination, reduction in workforce, recall, transfer, leave of absence, compensation, and training.