Front Desk Representative Team Lead

Job Title: Medical Front Desk Representative/Support Representative Team Lead

Department: Operations

Immediate Supervisor Title: Operations Supervisor

Job Supervisory Responsibilities: None

General Summary: The Team Lead is responsible for leading the team in an enthusiastic and positive manner by providing guidance in regard to medical receptionist operations

Essential Job Responsibilities:

1. Assigns and delegates specific duties to staff performing daily functions in check in, check out and scheduling while monitoring consistency and completion

2. Assists staff with patient problems, insurance, and scheduling needs

3. Participates/assists in new hire orientation and training and development of the team

4. Participates in educating the team in changes in policies and procedures coordinated with the Operations Supervisor

5. Identifies employee behavior and/or performance issues. Seeks Operations Supervisor to address

6. Reviews daily reporting related to encounters created and eligibility/cost estimator (outlined separately)

7. Opens and closes the practice as scheduled/required

8. Reviews provider template for potential errors

9. Functions as a front desk representative when staffing is low or patients are backed up

10. Greets patients and visitors in person and over the phone in a professional and courteous manner

11. Completes arrival and discharge workflow with accuracy and confidentiality. Tasks include demographic and eligibility verification, payment posting and reconciliation, scheduling and patient cost estimation for services

12. Audits all front desk payments for accuracy

13. Analyzes and responds to requests for medical information following appropriate use and disclosure; completeness and accuracy according to specified standards

• Performs all duties within HIPAA regulations

Education: High School Diploma

Experience: Minimum of two years of direct experience in a health care setting in a front desk capacity and customer service experience

Performance Requirements:

Knowledge:

• Knowledge of office policies and procedures
• Knowledge of general supervision techniques and practices including training and development of staff

· Knowledge of medical terminology

· Knowledge of payer products

· Knowledge of HIPAA regulations

· Understanding and execution of daily reconciliation of payments

Skills:

· Previous supervision experience

· Previous onboarding and training experience

• Excellent verbal and written communication skills
• Exceptional customer service skills

· Passionate about healthcare excellence

· Excellent telephone etiquette and proficiency managing scheduling calls

· Experience with electronic practice management (PM) and medical record (EMR) systems

· Adaptability to technology

Abilities:

• Ability to work effectively with other departments in the practice
• Ability to use active listening skills and be resourceful when problem-solving

· Ability to multi-task, work in a fast-paced environment and stay organized

· Ability to assist other administrative staff with overflow work, including word processing, and data entry

HIPAA Compliance: In order to fulfill the responsibilities of thisposition, access to the following information is required:

• Patient billing and health records

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person