JOB SUMMARY:

The Office Lead (OL) serves as a resource for support staff. The OL works collaboratively with clinical staff to execute non clinical related day-to-day workflow operations as communicated and coached by the Site Manager and/or Clinic Supervisor(s). It is expected that the majority of the OL’s daily work will be related to non-clinical operational support functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Coordinates daily operations and responsibilities of administrative workflows within each assigned area.
2. Acts as staffs’ primary point of person for non-clinical related issues.
3. Assists clinic management with administrative support staff schedules and ensures appropriate clinic coverage.
4. Provides first level support as a patient services liaison to research issues surrounding complaints, billing, registration, and communicating findings to clinic management.
5. Ensures smooth and efficient office operations which supports and promotes teamwork
6. Attends regular training sessions and distributes new information to applicable staff through individual training and communications.
7. Maintains efficient levels of office supplies/orders and inventory.
8. Clearly communicates and monitors any new processes to the support staff.
9. Provides on-going useful, objective, and constructive input to employee hiring and performance appraisals.
10. Assists in orienting new staff members.
11. Ensures administrative staff is assigned and attends daily huddles; monitors administrative staffs’ responsibilities are completed in a timely manner.
12. Serves as a Patient Service Representative, Referral Coordinator, Medical Records Clerk and/or Front Office Clerk (including Check Out) for coverage / as necessary.
13. Ensures proper patient check out process is completed accurately and timely.
14. Responsible for monitoring patient logs weekly to ensure PSRs are meeting their expected goals.
15. Ensure all end of shift responsibilities are done upon closing of the clinic
16. Responsible for participating in quality improvement projects/activities and accountable for quality and PCMH.
17. May be required to work weekends or evenings as designated.
18. Perform all other duties as directed either formally or informally, verbally or in writing.

SUPERVISORY RESPONSIBILITIES:

This job has supervisory responsibilities.

KNOWLEDGE, SKILLS AND ABILITIES:

• Bilingual (English/Spanish) preferred.
• High standard of professionalism and professional ethics and conduct is expected in speech, manner, attitude and appearance at all times.
• Possess strong interpersonal skills and ability to work well with others.
• Well-developed verbal and written communication skills and the ability to work cooperatively with divergent groups
• Must possess excellent customer service including verbal and written communication.
• Ability to deal effectively with changing situations and stressful environment.
• Ability to perform tasks related to physical activity to complete the responsibilities of the position.

EXPERIENCE AND EDUCATION:

• High school graduate or equivalent required.
• Minimum 1 year experience in a healthcare setting as both Referral Coordinator and Patient Services Representative or equivalent positions.
• Certified Enrollment Counselor (CEC) required (within 90 days of hire dependent on training availability)  
• Experience and/or training as a Medical Assistant or Dental Assistant preferred.