Front Office Team Lead

SUMMARY OF POSITION:

The Front Office Team Lead serves as a key resource to front office staff, providing guidance and insight into front office processes and procedures. The position must exemplify the core values and mission of the practice and provide care that reflects initiative and responsibility indicative of professional expectations. This role is critical in creating a well-functioning work environment that enables providers to deliver high- quality care.

• Greeting patients professionally both in person and on the phone

• Verifying insurance and financial information and collecting patient co-payments

• Notifying providers of patient arrivals and monitoring patient wait times

• Quickly answering or properly referring questions and issues

• Efficiently coordinate patient appointments to maximize provider schedules, while enhancing patient satisfaction

• Ensuring availability of treatment information by accurately inputting and updating patient information into the electronic medical record

• Managing the operations of the front office

• Responsible for cash posting (collecting and balancing drawer)-Team lead will choose a team member to manage the petty cash box. Review the completed cash ledger daily to confirm accurate cash balance

• Responsible for patient balance collections. Coordinate with front manager on weekly/monthly collection goals for outstanding patient balances. Provide training to other team members on balance collection process

• Responsible for orientation & training of new hires. Coordinate with front office manager for Athena training sessions. Teach the new team member about company policies, team goals, explain role and daily responsibilities. Introduce the new hire to the staff and providers

• Lead and motivate the team

• Manage performance providing support and training

• Resolve escalated patient issues

• Coordinate with other departments to promote open communication to help ensure delivery of the highest quality care to our patients

• Manage attendance and coverage for planned and unplanned absences

• Create and implement new front office procedures as needed to improve daily workflow

• Other miscellaneous duties as assigned

• High School diploma or equivalent

• Two or more years Medical Office Front Desk experience

• Excellent telephone and interpersonal skills

• Customer service focus

• Athena Health EMR experience strongly preferred