Front Office Team Lead (69023)

GENERAL SUMMARY OF DUTIES: Responsible for assisting manager with all responsibilities and tasks delegated to the front office. Ensures all positions in the front office are covered including scheduling, front office, financial counselor and medical records. Manages all information and tasks necessary for a patient visit before being roomed. Provides strong and consistent leadership to team members, including contributing to an environment oriented to trust, open communication, creative thinking and cohesive team effort.

Responsibilities

• Duties may include but are not limited to:
• Coordinate coverage assignments for lunches and PTO; fills in for front office staff as needed
• Assists the Office Manager to balance patient payments daily; oversee collection of charges and fee tickets (office and hospital) to be sent to business office as directed
• Assist with OSHA and Safety program requirements as directed by the Office Manager
• Assist with ordering of supplies (to include coffee, medical, office and postage supplies) including reconciliation as directed by the Office Manager
• Assist Office Manager with training, coaching and development of team members
• Monitors filing center to ensure all documents are handled in a timely manner
• Monitors Scheduling queue (via the Supervisor Module) to ensure proper handling of calls and monitors hold times
• Ensures mail is opened and processed appropriately as directed by the Office Manager
• Participates in marketing activities as directed by the Office Manager
• Meets or exceeds quality and productivity standards as set by the Office Manager
• Answers emails and voicemails and returns patient calls in a timely and efficient manner
• Works with the Financial Counselors to monitor schedule, verify benefits, and manage referrals/authorizations prior to day of appointment for all patients having office visits, outpatient procedures in a hospital, in-office procedures, and emergency add-on procedures in the endoscopy centers
• Completes requests for information from UD staff and others and ensures that they are handled promptly and effectively to guarantee payment on patient accounts
• Has a strong knowledge and understanding of different insurance plans
• Ensures patients are treated courteously by office staff and that other visitors are screened and properly directed
• Participates in weekly or bi-monthly staff meetings to keep staff informed of United Digestive policies and procedures as directed by the Office Manager
• Participates in regular meetings with the office manager to discuss the review the needs of the office
• Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
• Additional duties and responsibilities as assigned

Required Education, Skills, & Experience High School Diploma or GED required; 2-3 years of specialty medical office experience, gastroenterology experience, and leadership experience preferred. Front Office Team Lead must be computer literate and able to operate Greenway and Microsoft Office applications.

Additional Skill And Experience Front Office Team Lead must be able to:

• Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect
• Displays a professional outgoing warm and helpful attitude
• Possesses compassion for dealing with people who are ill and need help
• Plan, prioritize, and complete multiple tasks as delegated by the Office Manager
• Work under pressure; assess, respond, and communicate issues in a timely manner
• Communicate clearly with patients and coworkers through the telephone, email, and in-person
• Interpret and apply clinical and non-clinical policies and procedures

PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS Requires sitting and standing associated with a normal office

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