Front Office Team Lead

Description

Southeastern Cardiology Associates, Southeastern Gastroenterology Associates, and SBD Medical Solutions strive to deliver the best care possible through a team approach. From check-in to check-out, each employee participates in delivering the highest quality of care and attention in the Southeast. Our commitment to our patients is that we will treat them like family. 

We are compassionate and considerate. We are passionate about advancements in technology and patient care. We are educators and good listeners. We believe that qualified specialty care is not hard to find. However, we think that embedding a world-class group of specialists within a team that is committed to treating the patient and their loved ones is what truly sets us apart. Our job is not done when the condition is diagnosed and treated appropriately. We consider the mission accomplished when we have treated the problem and our team has communicated effectively with the patient and their loved ones. Above all, we are here to serve our patients and their families. Our team of specialized physicians, mid-levels, nurses, technicians, and staff are committed to providing the highest level of service – this team approach truly sets us apart. 

Team Lead Responsibilities  

• Serves as team lead for front office staff 
• Supports department manager in implementing organizational goals for front office team  
• Communicates schedule and assignment changes from the department manager and/or leadership to the front office team  
• Serves as Point of Contact when manager is absent or out of office, including call-out notifications and coverage assignments 
• Serves as the team resource and subject matter expert regarding the day-to-day activities of the team and delegates tasks to team members as required by the department manager  
• Completes daily cash box close out including counting and verifying the individual deposits for all cash boxes, excluding their own if applicable 
• Creates an inspiring team environment through open communication and collaboration, in alignment with the organization’s culture 
• Empowers team members by sharing skills to improve their confidence, customer service, technical knowledge, and communication skills 
• Assists the department manager with the hiring process and new team member training, as requested 
• Ensures all branded materials and physical workspaces meet the organization’s standards 
• Always provides high quality customer service, including interacting with patients, answering patient enquiries, and effectively handling patient complaints 
• Listens to team members’ feedback; works to manage and resolve issues or conflicts 
• Appropriately escalates employee or patient issues to department manager and/or Human Resources as required  
• Provides informal feedback to team members on an ongoing basis  
• Possesses the ability to fill in as needed in all areas of the front office team  
• Regularly communicates opportunities for improvement with department manager 

Front Office Representative Responsibilities  

• Greets patients in a welcoming manner with an understanding that the Front Office is the first and last impression in the office 
• Collects predetermined co-payment and/or balance at check-in from the patient 
• Scan and confirm insurance card and demographic information at each visit 
• Balances payments received at the end of the day  
• Keeps waiting room and bathroom clean and stocked throughout the day 
• Responds to patient walk-in issues by personally resolving issues or directs to the appropriate department or supervisor (i.e.: refills, paperwork, payments) 
• Prepare ROS for the following clinic day  
• Accurately schedules appropriate follow-up visits and in-office testing as ordered by providers 
• Reschedules appointments as necessary 
• Timely and accurately completes all assigned T and D jelly beans and actions 
• Develops in-depth understanding of the in-office testing schedule    
• Appropriately notifies billing about any add-ons through an action in the EMR 
• Maintains strict confidentiality according to HIPAA Privacy & Security Rule 

Requirements

Education and Qualifications 

High school diploma or GED, required. 

Job knowledge and skills 

• Demonstrates the ability to achieve accuracy and consistency with attention to detail when entering demographic information and confirming insurance  
• Demonstrates excellent verbal and written communication skills  
• Demonstrates proficient computer/electronic medical record system usage skills 
• Exhibits an ability