Front Desk Team Lead

Overview

At Citilight Optometry, we believe exceptional eye care begins long before a patient meets their doctor — it starts with the experience at our front desk. As our Front Desk Team Lead, you’ll guide the heartbeat of the practice: ensuring every patient feels seen, supported, and valued from the moment they walk in.

This role combines hands-on customer service with team leadership. You’ll set the tone for empathy and professionalism, oversee the daily flow of front desk operations, and support your team in delivering seamless, positive experiences. Your leadership will ensure our patients’ first impressions reflect Citilight’s mission — to raise the standard of eye care and community well-being.

Responsibilities

1. Patient Experience & Customer Service

• Be the welcoming face of Citilight Optometry, greeting every patient with warmth, professionalism, and care.
• Ensure patients are registered, prepped, and ready for their appointments efficiently and accurately.
• Resolve patient concerns calmly and proactively, balancing empathy with effective solutions.
• Monitor front desk activity to ensure smooth check-in/check-out and a calm, organized environment.
• Uphold the highest standards of privacy, respect, and professionalism in every interaction.

2. Front Desk Operations

• Oversee scheduling accuracy, patient flow, and daily front desk task assignments.
• Manage phone and in-person inquiries with courtesy and urgency, ensuring timely follow-up.
• Verify insurance details, patient forms, and data entry for accuracy in the electronic health record.
• Ensure daily operational readiness: opening/closing duties, patient check in / check out, communication handoffs, and workspace organization.
• Identify bottlenecks in patient flow and propose process improvements to enhance efficiency.

3. Leadership & Team Development

• Lead, mentor, and support the front desk team with clear communication and positivity.
• Provide ongoing feedback and training to team members to ensure consistency, accuracy, and service excellence.
• Conduct short daily huddles and weekly check-ins to maintain alignment, motivation, and accountability.
• Foster collaboration with the clinical team, ensuring seamless coordination between front desk, technicians, and doctors.
• Model calm, solution-oriented leadership — especially under pressure.

4. Communication & Collaboration

• Serve as the primary point of contact for front desk operations, communicating updates to Management team and doctors.
• Collaborate closely with Dr. Chen and the leadership team to align on priorities and identify areas for improvement.
• Maintain strong working relationships with LensCrafters and external partners to support operational synergy.

Qualifications

• Experience: Minimum of 5 years of customer service experience, including 3 years in a leadership or supervisory role.
• Leadership: Demonstrated ability to coach, mentor, and build a cohesive, motivated team.
• Communication: Exceptional verbal and written communication skills with a professional, empathetic tone.
• Organization: Strong multitasking and time management skills; thrives in a fast-paced, detail-oriented environment.
• Technical: Proficiency with scheduling systems, electronic health records, and Microsoft Office.
• Attitude: Positive, accountable, and adaptable — driven by service, not routine.

Education: College degree preferred (Business, Healthcare Administration, or related field).

Why Join Citilight Optometry

Citilight Optometry is more than a place to work — it’s a place to grow. Led by Dr. Chen, we’re redefining what patient-centered care looks like through empathy, innovation, and teamwork. As part of our leadership team, you’ll play an integral role in creating a practice culture where staff feel supported, patients feel cared for, and excellence feels effortless.

Pay: $21.00 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Application Question(s):

• In your most recent front desk or patient / customer facing role, what were the top 3 areas that you were directly responsible for?

Experience:

• patient / customer facing: 5 years (Required)
• team lead / supervisory: 3 years (Required)

Work Location: In person