Lead Front Desk Specialist (Midtown)

About Avenue360 Health and Wellness

Avenue 360 is a FQHC that strives to provide high quality and caring service to promote healthy people and communities. Our 360-degree approach addresses medical needs and social and environmental challenges, like housing. Our compassionate care extends to those with and without insurance. We believe income must not determine the level of access to quality health care.

Providing comprehensive, high quality, and caring service is the core of what we do, whether medical, hospice care, engaging adult activities, and supportive housing programs. We strive to address the many social determinants of healthy living in Greater Houston.

Our Values PACT

• We take PRIDE in our work.
• We have a positive ATTITUDE.
• We are CURIOUS.
• We are COMMITTED.
• We are CARING and CUSTOMER-SERVICE oriented.
• We are a TEAM.
• We LEARN, GROW, and INNOVATE

Role Overview  

The Lead Front Desk Specialist performs all essential duties of the Front Desk Specialist role while providing on‑site support, guidance, and leadership to the front desk team. This position serves as the initial point of contact for questions from staff and acts as a role model for professionalism, accuracy, and exceptional customer service. The Lead Front Desk Specialist must be proficient in all front desk functions, including complex scheduling, insurance verification, billing, and EHR processes. The role also supports clinic operations through coordination, communication, and problem‑solving to enhance patient experience, team performance, and workflow efficiency. 

Areas of Accountability 

This position is directly accountable for the following key areas: 

1. Patient Experience & Customer Service 

• Provide a warm, professional, and welcoming experience for patients in person and by phone. 

• Explain available services, payment categories, billing procedures, and copayment expectations. 

• Maintain a positive, customer‑focused demeanor during all interactions. 

• Escalate patient complaints appropriately and assist with resolution when possible. 

1. Patient Intake, Registration & Documentation 

• Update patient information at every visit, including in‑clinic and telehealth appointments. 

• Ensure timely check‑in and check‑out for all patient encounters. 

• Ensure required patient forms are completed at each visit. 

• Scan required documents into the EHR accurately and promptly. 

• Monitor and complete EHR in‑basket messages and work queue tasks. 

1. Scheduling & Appointment Coordination 

• Accurately schedule patient appointments following established policies and procedures. 

• Manage walk‑in patient and emergency visits in accordance with clinic protocols. 

• Complete appointment reminders at least 24 hours in advance and communicate balance due. 

• Verify all daily appointments are properly dispositioned at the end of day. 

• Call and reschedule patients who no‑showed the previous day. 

1. Insurance, Eligibility & Finan