Customer Experience Associate

Job Description

Job Description

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.

• Provide outstanding customer service to all patients and visitors, ensuring a welcoming experience

• Lead, train, and support front-office staff in reception workflows, patient check-in/out, and service excellence

• Promote a culture of integrity, confidentiality, and professionalism

• Assist team members with insurance verification, appointment scheduling, and EMR workflows

• Assign workstations, monitor phone and desk coverage, and coordinate staff breaks

• Address patient concerns promptly and professionally

• Ensure front-office tasks are completed according to clinic protocols and daily priorities

• Communicate effectively with management and team members regarding workflow needs and updates

• Provide constructive feedback and recognition to front-office staff

• Identify training needs and collaborate with management to enhance performance

• Support patient registration accuracy, documentation compliance, and HIPAA standards

• Participate in quality improvement, patient satisfaction initiatives, and clinic efficiency projects

• Promote clinic programs including sliding-fee scale, patient portal, and other services

• Help maintain a clean, organized, and safe front-office environment

• Perform other duties as assigned

• 1 year of customer service experience required

• 6+ months of leadership experience (healthcare or front-office leadership preferred)

• Strong verbal communication, problem-solving, and interpersonal skills

• Ability to multitask and adapt to changing needs in a fast-paced clinical environment

• Strong attention to detail and organizational skills

• Ability to guide, mentor, and train team members

• Proficient with computers, scheduling systems, and electronic records (EMR experience a plus)

• Ability to maintain confidentiality and uphold HIPAA regulations

• Availability to work a flexible schedule as needed (occasional evenings or Saturdays)