Full-time: Monday-Friday 7:30-4:30, rotating weekend schedule, holidays, & occasional need for evening.
We are seeking a warm, energetic, mature Front Desk Lead who is highly organized, detail oriented, poised and confident to be the face and voice of our pediatric practice.
Panorama Pediatric Group is a large, yet intimate private medical practice comprised of 9 physicians and 7 nurse practitioners/physician assistants providing compassionate, comprehensive healthcare in collaboration with our patients and their family. Our practice gives patients a quality experience in a warm, personal and professional setting. Our office is located in beautiful Penfield/East Rochester border, convenient to 490.
Position Summary
The Front Desk Leader oversees daily front desk operations in a busy pediatric practice, ensuring every patient and family receives warm, personalized and efficient service. This role combines leadership, administrative expertise, and a strong understanding of pediatric patient needs. The Front Desk Leader supports front desk staff, coordinates workflow, resolves issues, and serves as a key liaison between families, clinical staff, and management.
Key Responsibilities
Patient & Family Experience
- Greet patients and families with a friendly, child‑centered approach.
- Ensure check‑in, check‑out, and scheduling processes run smoothly.
- Address parent concerns promptly and professionally.
- Maintain a welcoming, clean, and organized front desk environment.
- Preserve confidentiality.
Front Desk Operations
- Oversee daily front desk workflow, including appointment scheduling, insurance verification, and patient registration.
- Monitor phone queue performance and ensure timely call handling.
- Ensure accuracy of patient information, forms, and documentation.
- Troubleshoot scheduling conflicts, billing questions, and operational issues.
Leadership & Staff Support
- Train, mentor, and support front desk team members.
- Assign daily duties and adjust staffing based on patient volume.
- Provide real‑time coaching to maintain service standards.
- Complete performance evaluations and ongoing staff development.
Collaboration & Communication
- Work closely with staff to coordinate patient flow.
- Communicate schedule changes, provider availability, and urgent issues.
- Serve as the first point of escalation for front desk concerns.
Compliance & Quality Assurance
- Ensure adherence to HIPAA and pediatric‑specific privacy standards.
- Maintain knowledge of insurance requirements, referrals, and payment procedures.
- Support quality improvement initiatives and office policies.
Qualifications
- 2+ years of medical office or healthcare front desk experience (pediatrics preferred).
- Prior leadership or supervisory experience required.
- Strong communication and customer‑service skills, especially with families and children.
- Proficiency with EMR/EHR systems and multi‑line phone systems
- Use Microsoft Office applications (Outlook, Excel, Word, Team) to manage schedules, track data, and support communication.
- Ability to multitask in a fast‑paced environment
- Knowledge of insurance plans, billing basics, and medical terminology
Key Competencies
- Warm, family‑centered communication
- Calm under pressure
- Organizational strength
- Problem‑solving mindset
- Team leadership
- Constructive feedback
- Attention to detail and accuracy
- Carry out these duties in a responsible professional and ethical manner; upholding the mission and values of the Practice
- Participate in departmental and Practice-wide staff meetings and other training in-service as assigned.
- Demonstrate awareness of Practice mission, organizational goals, values, policies and procedures; work effectively across departmental boundaries, represent the Practice in professional manner
- Requires the ability to relate to people of diverse backgrounds, cultures, races, sexual orientations and gender identities or expressions.
Skills and Abilities:
- Ability to manage a number of concurrent tasks using strong organizational focus to prioritize and resource independently
- Ability to adapt to changing schedules and assignments based on the needs of the practice
- Analytical and problem-solving skills
- Skill in typing 40 wpm
- Skill of persistence is needed when necessary
- Ability to examine documents for accuracy and completeness
- Ability to read, understand and follow oral and written instruction
- Ability to communicate effectively and work with others
- Knowledge of medical terminology
- Knowledge of grammar, spelling, and punctuation
- Work in a team environment
- Reliable, punctual and approachable
- Positive
- Ability to guide and mentor others professionally
- Ensure productivity & goals are executed and met throughout the day
- Uphold policies and procedures and demonstrate these for others being trained
Education and Experience:
- Previous medical office experience with clear understanding of workflow and administrative support
- Leadership experience required
- Experience with Medent system strongly preferred
Physical Requirements:
- This role operates in a professional medical office environment.
- Frequently operates standard office equipment such as computers, phones, and printers.
- Occasionally moves objects up to 20 pounds.
- Must be able to remain in a stationary position for up to 90% of the workday.
- Ability to sit for extended periods of time.
- Occasionally traverses the office to support administrative tasks, communicate with others and access printers and supplies.
- Manual dexterity for using an adding machine/calculator and computer keyboard.
- Ability to stoop and bend.
- Ability to read data on the computer monitor and written documents.
What We Offer:
- A supportive, family-focused team environment, and work-life balance.
- Competitive compensation and benefits package.
- A chance to make a difference in the lives of children and their families every single day.
- Benefits - medical/dental/vision/life insurance, 401K, vacation, holiday pay, sick, personal time, pay differential.
Equal Opportunity & Accessibility:
We are an equal opportunity employer and comply with all applicable federal, state, and local laws regarding nondiscrimination. We are committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and New York State Human Rights Law.
Job Type: Full-time
Pay: $19.51 - $26.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Application Question(s):
- How many years of secretarial/administrative experience do you have in a medical office?
Experience:
- Supervisory: 2 years (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Ability to Commute:
- Rochester, NY 14625 (Required)
Work Location: In person
