Front Office Team Lead

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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