POSITION SUMMARY:

With the guidance from the Administrative CEO and Director of Operations the Front Desk Team Lead is responsible for managing and supervising front office activities. The Team Lead oversees managing a group of front desk staff that help patients, clients, and other visitors. You must make sure the front office keeps an accurate record of incoming patients and provides excellent customer service. provide training to new staff and act as a mentor on topics such as how to respond to patients and prospective patients. Additionally, you will assist company meetings, as well as review current procedures to help reduce wait time and make medical processes more efficient.

RESPONSIBILITIES:

• Review forms for errors and perform administrative tasks such as record maintenance.
• Must follow strict patient privacy procedures and maintain a friendly and professional working atmosphere.
• Help keep front office area clean of clutter and dangerous objects.

Patient & Visitor Reception:

1. Greet all patients and visitors in a courteous and timely manner; monitor reception wait times and facilitate patient needs; monitor reception area for cleanliness.
2. Provide registration information and forms to new and existing patients, and otherwise assure accurate and timely confirmation and entry of demographic and insurance information in accordance with registration policies and procedures.
3. Effectively communicate patient-related policies through forms, brochures, and direct communications with patients in a courteous and professional manner.
4. Request, collect and maintain patient co-pays, co-insurances, deductibles, and /or balances as may be defined by policy from time to time, or as directed; generate payment receipts and post payments to computer system; defer patients to Supervisor or Administration as appropriate.
5. Create patient accounts and generate routing forms (charge ticket/encounter form) as required; communicate patient arrival to clinical staff.

Patient Check-Out:

1. Post and / or confirm procedure and diagnostic codes in computer as needed to assure capture of all office visit services provided, including lab, x-ray, and other ancillary services.
2. Request, collect and maintain patient co-pays, co-insurances, deductibles and/or balances as may be defined by policy from time to time, or as directed; generate payment receipts and post payments to computer system. Balance cash drawer and create daily bank deposits.
3. Explain charges, payments, patient balances and insurance questions with patients as needed; defer patients to billing, Supervisor or Administration as appropriate.
4. Schedule office visit follow-up appointments as indicated; advise patients of scheduling process as needed for scheduling of lab, diagnostic, or outside physician office services.
5. Print missing charge ticket reports and reconcile; scan patient forms; report exceptions to Supervisor.

Appointment Scheduling:

1. Field patient calls for appointments in a prompt, professional manner; schedule, cancel and re-schedule patient appointments in accordance with practice and physician policies and protocols.
2. Confirm patient office visits, labs, diagnostic testing and other ancillary service appointments. Communicate practice appointment procedures and patient payment expectations.

KNOWLEDGE, SKILLS, ABILITIES:

• Basic knowledge of insurance.
• Working knowledge of physician office practices and procedures.
• Working knowledge of medical terminology and CPT/ICD coding in adult medicine.
• Working knowledge of standard office equipment (computer, copier, fax, scanner, telephone).
• Ability to work under pressure, meet deadlines and manage several tasks simultaneously.
• Ability to maintain and follow confidentiality policies and guidelines.
• Ability to establish and maintain effective working relationships with employees, clinical staff, and physicians.
• Ability to interreact tactfully and courteously with patients, family members, and visitors in varied situations.
• Ability to maintain professional behavior and promote a positive image of the practice.

PHYSICAL ENVIRONMENT/REQUIREMENTS:

• Professional medical office setting without significant variation in temperature or lighting.
• Performance of basic physical functions of finger dexterity, grasping, clearly understood speaking, hearing, sight (far and near to include data, figures and computer equipment), and repetitive motion.
• Performance of primarily sedentary work, sitting for extensive periods of time; occasional lifting or moving of object weighing up to 20 pounds.
• Travel to satellite locations of Morganton and Lincolnton occasionally, mileage reimbursement is paid.
• Work Saturday in rotation from 9am-12pm.

EDUCATION/EXPERIENCE:

• High School diploma or GED is required.
• A minimum of 2 years of experience in physician practice front desk operations.
• A minimum of 1-2 years of experience managing front desk operations, responsible for a staff of 8-10 employees.