Position Title: Lead Receptionist / Call Center Lead
Department: Front Office Operations
Location: St. Clair Shores
Employment Type: Full-Time
Position Overview:
Eastlake Cardiovascular, PC is seeking an experienced and motivated Lead Receptionist / Call Center Lead to support front office operations within a fast-paced, high-volume cardiovascular practice. This location supports a patient volume of 200+ patients per day, requiring strong leadership, organization, and the ability to maintain efficiency and professionalism in a dynamic clinical environment.
Schedule: Monday through Friday, daytime hours (no evenings or weekends).
Position Overview:
This role is responsible for overseeing daily reception and call center functions, supporting team development, and ensuring a seamless patient experience from check-in through scheduling and communication.
Key Responsibilities:
- Lead and oversee daily reception and call center operations to ensure efficiency and excellent patient service
- Train, onboard, and orient new team members, including coordinating a structured three-week training program and maintaining training materials
- Monitor staff schedules, attendance, and punctuality; address concerns in partnership with leadership as needed
- Ensure appropriate staffing coverage for call-offs and assist with schedule adjustments to maintain workflow continuity
- Support and enforce workplace expectations, including professionalism, focus, and adherence to policies (e.g., phone usage, workplace conduct)
- Maintain and update front office binders, protocols, and reference materials to ensure accuracy and consistency
- Oversee scanning processes and ensure patient documentation and packets are complete and up to date
- Serve as a resource for front office staff, answering questions and providing real-time guidance
- Maintain a working knowledge of billing processes and provide frontline support for billing related inquiries, partnering with the billing team to address and resolve issues as they arise.
- De-escalate patient concerns and provide support in resolving patient complaints in a professional and service-oriented manner
- Collaborate with leadership to identify process improvements and enhance patient flow and team performance
- Rotate between opening and closing shifts to support operational needs
Qualifications:
- Previous experience in a medical front office, call center, or patient access role required; cardiovascular or specialty practice experience preferred
- Prior leadership, supervisory, or lead experience strongly preferred
- Ability to manage multiple priorities in a high-volume environment with attention to detail and accuracy
- Working knowledge of medical billing processes, including the ability to troubleshoot basic billing inquiries and collaborate effectively with a billing team to resolve issues
- Strong communication, problem-solving, and conflict resolution skills
- Demonstrated ability to train, coach, and support team members
- Proficiency with EMR systems (EPIC experience preferred) and scheduling platforms preferred
Why Join Us:
- Competitive compensation
- Comprehensive benefits package with Blue Cross Blue Shield healthcare insurance coverage
- Be part of a collaborative, patient-focused cardiovascular team
- Opportunity to lead and shape front office operations in a high-impact role
- Work in a fast-paced environment that values efficiency, teamwork, and continuous improvement
Apply today and play a key role in delivering exceptional cardiovascular patient care.
