Lead Medical Office Receptionist

Job Summary: The Lead Practice Coordinator is responsible for the oversight of the front office daily activities for their assigned practice group locations, ensuring quality customer service to in-person and remote patients and clinicians.   HOURLY PAY: $21.00 - 26.00/hour LOCATION: Practice Group Offices are located at: 2525 NW Lovejoy St., Portland, OR 97210 3500 NE MLK Jr. Blvd., Portland, OR 97212 4224 NE Halsey St., Portland, OR 97213Duties/Responsibilities:  Operational Excellence: - Create a positive work environment; be a culture carrier and support in-office clinician and staff engagement activities to promote LFST culture, engagement, and connection.  - Conduct schedule preparation process for all patients to ensure paperwork and documentation is complete, credit card on file is - current, demographics are accurate, and chart is prepared. - General office duties to ensure the practice is running smoothly and prepared for patients and clinicians.   - Monitor Practice Group phone queue operational monitoring to ensure resources are aligned across the group to manage demand of incoming calls, while balancing other duties - Coordinate efforts across Practice Coordinators to ensure KPI achievement. - Lead the implementation of new processes at the practice level as they are rolled out by the Practice Group Manager or Clinical Director. - Fill in gaps for front office staff vacancies as needed to ensure availability of resources to our patients and clinicians.
Patient Support: - Provide exceptional customer service, responding quickly and appropriately to patient needs, and being prepared to manage potentially difficult or sensitive situations by following Crisis and De-escalation Processes​. - Manage front desk responsibilities including greeting and checking patients in/out in a courteous manner. - Provide support across Practice Group to patients with requests via phone, email, and/or portal with payment/billing related questions, scheduling needs, release requests, etc. ​ - Manage any urgent requests; triage patient issues and resolution, i.e., direct to correct departments or escalate for assistance.​ - Collect all in-person and telehealth co-payments and account balances at the time of service. - Complete insurance eligibility verification, reach out to patients to resolve issues as needed. 
Clinician Support - Provide general clinician support – assist clinicians with administrative questions and/or duties such as sending letters, faxes, etc. - Coordinate with clinicians pertaining to any additional patient questions. - Support clinician schedules by auditing for appointment accuracy.
Practice Coordinator Support - Troubleshoot workflow issues and implement workable solutions for Practice Coordinators.  - Lead onboarding and on-the-job job training for new Practice Coordinators joining the organization. - Ensure front office coverage by managing the Practice Coordinators schedules, timecards, PTO, and PTO requests across the Practice Groups.  - Fill in for any practice coordinator vacancies as needed. Maintain a pleasant, secure, and motivational working environment. 
Required Skills/Abilities:  - Ability to multitask and prioritize duties to support delivery of high-quality patient experience. - Ability to work independently and as a team member.- Excellent communication skills, both written and verbal. - Proficient in using Computer Software Applications (Microsoft Office & EMRs) - Comfortable handling sensitive and confidential Information (HIPAA) - Flexibility to travel between locations throughout the week 
Education and Experience: - High School or equivalent required, associates/bachelor’s degree preferred​. - 2+ years of demonstrated success in a healthcare operations role or 1+ year exceptional performance in similar role or setting.