Customer Service Representative

Cass Family Clinic, a Federally Qualified Health Center (FQHC) dedicated to providing accessible, high-quality healthcare to individuals and families in our community, is seeking a Front Office Lead to join our team. This role is ideal for a customer-focused professional with leadership experience in a healthcare or service environment who thrives in a fast-paced setting.As a Front Office Lead, you will support daily front-desk operations, mentor front-office team members, and ensure that every patient receives compassionate, efficient, and respectful service. You will help foster a patient-centered environment that reflects the mission and values of Cass Family Clinic.Key Responsibilities:Provide outstanding customer service to all patients and visitors, ensuring a welcoming experienceLead, train, and support front-office staff in reception workflows, patient check-in/out, and service excellencePromote a culture of integrity, confidentiality, and professionalismAssist team members with insurance verification, appointment scheduling, and EMR workflowsAssign workstations, monitor phone and desk coverage, and coordinate staff breaksAddress patient concerns promptly and professionallyEnsure front-office tasks are completed according to clinic protocols and daily prioritiesCommunicate effectively with management and team members regarding workflow needs and updatesProvide constructive feedback and recognition to front-office staffIdentify training needs and collaborate with management to enhance performanceSupport patient registration accuracy, documentation compliance, and HIPAA standardsParticipate in quality improvement, patient satisfaction initiatives, and clinic efficiency projectsPromote clinic programs including sliding-fee scale, patient portal, and other servicesHelp maintain a clean, organized, and safe front-office environmentPerform other duties as assignedQualifications:2 year of customer service experience required6+ months of leadership experience (healthcare or front-office leadership preferred)Strong verbal communication, problem-solving, and interpersonal skillsAbility to multitask and adapt to changing needs in a fast-paced clinical environmentStrong attention to detail and organizational skillsAbility to guide, mentor, and train team membersProficient with computers, scheduling systems, and electronic records (EMR experience a plus)Ability to maintain confidentiality and uphold HIPAA regulationsAvailability to work a flexible schedule as needed (occasional evenings or Saturdays)

Created: 2025-12-02