Front Office Lead

Description

    1. Oversee the delivery of the front office services by office staff. Ensure office staff are following protocols for front office procedures. Ensure office staff are up to date on information for the appointment line. Oversee collection efforts for co-pays, deductibles, and past due balances. Ensure that office open and closing procedures are performed consistently and accurately. Perform font office duties as needed. Work with Office Manager to coordinate the delivery of front office services among offices. Assist the staff in front office duties as needed( including opening and closing office). 

2. Create and maintain calendars and schedules for providers, patients, staff and office custodial services. Monitor provider schedules regularly for accuracy, adherence to protocols and efficiency of patient flow. Coordinate with the nurse supervisor and scheduling supervisor to plan schedules or make changes to the schedule as needed. Communicate changes, problems and staffing needs to Office Manager or Director of Operations. Order food and delivery for meetings as needed.

3. Oversee urgent referral process to specialists. Provide training to front office staff in referral procedures.

4. Maintain appropriate levels of office supplies, forms and equipment. Track and monitor office purchases and use of petty cash.

5. Oversee physical plant and custodial services and arrange for repairs and maintenance as needed. Advise Office Manager of any major repairs or equipment needs. Ensure office is kept neat and organized and that patient waiting rooms are kept clean.

6. Oversee HIPAA security and privacy procedures for front office staff. Maintain office staff training in Medent procedures. Report security or privacy violations to the Office Manager.

7. Completing daily “to-do’s” and triages in the EMR. Some tasks may include scheduling requests, appointment no shows, records requests from other pediatric practices, lawyers’ offices, etc.

8. Leadership. Demonstrate daily involvement, visibility and professionalism to all staff, internal and external customers, and suppliers. Reinforce and model the mission and values of organization. Model leadership by interacting effectively with all levels of personnel and administration. Promote learning through personal example, informal teaching and learning, coaching, and mentoring. Assist in establishing an environment that encourages and fosters teamwork at all levels.

9. Customer service - maintain effective communications to foster a service attitude and to cooperatively provide the heights quality service to the community. Act as a role model to staff and train staff in customer service approaches. Assure that patients perceive value through an environment of mutual confidence, trust, ethics, and respect. track and document customer experiences. Follow-up and address customer complaints. 

10. Other duties may be assigned. All the duties and standards of this position will be performed according to established policies, procedures and guidelines within the department and the facility.

Requirements

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education, Skills and Experience: 

• Excellent written and oral English communication skills, both “face to face” and telephone communication with patients and families. 
• Demonstrate ability to perform front office skills with accuracy and consistency.
• Ability to effectively problem solve, to assume responsibility and maintain confidentiality. 
• Willing to serve others and seek personal development.

Physical Demands and Work Environment:  

• Up to four hours of continuous sitting, talking on telephone, or standing and walking in a medical office environment. 
• Must be able to bend, stoop, and lift 25 pounds. 
• Potential exposure to blood borne pathogens and lab chemicals. 
• Utilizes computer keyboard daily. 

EMPLOYMENT: The Front Office Lead will be employed under the provisions of the office’s general employment policies as written and amended in the practice’s Employment Handbook. The Front Office Lead will be held accountable for the provision of patient confidentiality both within and outside the office setting.