Front Desk Patient Experience Lead

Job overview

The Front Desk Patient Experience Lead role is onsite in Norfolk, VA. Pay is $18–$23 per hour. The role supports front desk operations in Atlantic Vision Partners’ ophthalmology practice and its mission to deliver strong patient outcomes and service. The lead helps ensure a smooth, patient-centered experience by guiding front desk staff, coordinating registration and scheduling, resolving escalated concerns, and working with practice management to improve workflow. The role also supports accurate records, insurance processes, compliance, and clear communication between patients, staff, and management.

What you'll do

• Lead and mentor Patient Experience Coordinator team members
• oversee check-in, check-out, scheduling, and insurance verification
• help develop and implement front desk policies and procedures
• resolve escalated patient and operational concerns
• collaborate with the Practice Manager on improvements
• monitor performance measures including wait times, patient satisfaction, and schedule utilization
• support insurance, prior authorization, and payment education
• ensure compliance with HIPAA, OSHA, and company policies
• coordinate staffing and shift coverage
• support patient registration, accurate information collection, and clear explanations of care plans and appointment requirements.

What we're looking for

Skills & competencies

front desk patient experience lead

patient experience

ophthalmology

patient coordination

scheduling

insurance verification

patient registration

norfolk va

atlantic vision partners

full-time

$18-$23/hr

hipaa compliance

Work arrangement

• Weekend coverage required

Benefits & perks

• The posting lists medical, dental, and vision insurance
• 401(k)
• paid time off and holidays
• life and disability insurance
• tuition reimbursement
• continuing education support
• certification sponsorship
• employee eyewear discounts
• and referral bonus opportunities.

Why this role

The posting describes advancement criteria that include relevant front desk experience or specified certifications, plus qualifying advancement credits.

About the employer

Atlantic Vision Partners is hiring for this role. Industry: Offices of Dentists. Sector: 62.