Medical Front Office Lead

Medical Front Office Lead

Requirements

• High school diploma or equivalent required.
• 1-3 years of experience in customer service, ideally within a call center, healthcare, or retail setting.
• Proficient in requesting and processing patient payments at the time of service.
• Skilled in navigating multiple computer systems simultaneously.
• Advanced proficiency in Microsoft Office Suite.

Responsibilities

• Responsible for providing leadership in the front office when the Site Manager is not available.
• Responsible for addressing patient complaints, solving problems, and providing guidance for the staff to ensure effective performance of job duties, in the absence of the front office supervisor.
• Assist with weekly scheduling and schedule changes for all front office staff working in assigned location.
• Receive notices of call-outs and late arrivals. Document notifications in ADP or inform Site Manager of call-outs.
• Arrange for coverage due to call-outs. In the event that no coverage is available, provide coverage as needed.
• Assist with conducting orientation and training on front office policies and procedures to achieve consistency in processes.
• Address any policy infractions that are observed among the front office team.
• Warmly greet patients and visitors following practice protocols, policies and procedures providing the highest level of customer service and professionalism at all times.
• Maintain a customer service focus when addressing patients and practice visitors whether in person or by phone.
• Capable of making mature decisions, masking emotions and attitudes when dealing with difficult situations and knowing when to obtain management assistance.
• Accurately respond to general questions regarding the practice, providers, procedures, insurance and procedure costs in accordance with practice defined policy and procedures.
• Capable and willing to share practice trained knowledge of products, services, insurance payer policies and practice policy and procedures using a mature, pleasant tone.
• Capable of multi-tasking ensuring daily department tasks are completed timely.
• Enforces the practice policy so all physicians and staff have the necessary medical and protected health information (PHI).
• Assist front office supervisor in ensuring that all front office jobs are done effectively.
• Monitor wait times for each patient in the waiting area.

Preferred Qualifications

No preferred qualifications provided.