Front Desk Lead I

 

POSITION DESCRIPTION

 

POSITION:                   Front Desk Lead

REPORTS TO:              Clinic Manager

DEPARTMENT:           Clinic Operations

 

OUR MISSION

East Valley Community Health Center’s mission is to provide access to excellent health care while engaging and empowering our patients, employees and partners to improve their well-being and the health of our communities.

 

Core Values

• High Quality Services – We will provide quality services that meet the needs of our patients. We will pursue continuous improvement in everything we do.
• Excellent Customer Service – We are committed to being the preferred provider of health services in the areas we serve.
• Integrity – We will be honest and responsible in dealing with patients and coworkers and the communities where we serve.
• Accountability – We are accountable, individually and in teams, for our actions and results.
• Safe Environment – We will work in a safe manner that promotes the health and well-being of all individuals.
• Profitability/Fiscal Responsibility – We are dedicated to earning financial returns that will enable us to grow and enhance our value to our communities.

 

In addition to your position description, please ensure you are familiar with EVCHC’s Human Resources Policies and Procedures and the Corporate Compliance Guide which cover common policies and expectations applicable to all EVCHC employees.

 

Position Purpose:

Under the direction of the Clinic Manager, the Customer Service Representative (CSR) Lead will oversee all Customer Service Representatives in the clinic and assist in providing support to patients, incoming calls from patients, potential patients, and/or employees.  The CSR Lead will provide excellent customer service to all patients, employees and handle any patient issues that arise from the front desk.  This position provides support service to patients at the highest level of professionalism and respect.  This position will also identify problem areas and implement workflow changes as needed. CSR Lead will provide day-to-day oversight including but not limited to all appointment types for EVCHC

 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

 

• Supervise the customer service representative team and lead by example when providing customer service that is aligned with EVCHC’s mission and core values.
• Greet patients and other clinic visitors with respect and consideration.

• Assists with general clerical/administrative duties as needed, including, but not limited to, answering phones, filing, preparing correspondence and memoranda, faxing, copying, mailing, check-in patients, confirm all patient demos, appointments and notes in OP, confirm insurances, register new patients, confirm all appointments, patient portal sign-up, collect copays/deductibles/balances, input referrals into medical groups based on provider requests and medical records requests.
• Manages office schedule and when needed, establish, modify, implement, and monitor systems and procedures to enhance timely and efficient workflow.
• Handle patient calls, concerns, and complaints as first line of defense. If a patient complaint needs to be escalated further contact the Clinic Manager immediately. Provide Clinic Manager with patient’s name, medical record number, date incident occurred, and details of the incident.
• Direct, train, and oversee the customer service representative team on daily performance.
• Promote working relationships between front and back staff.
• Assigns duties and monitors quality of work.
• Assist in identifying the reason for calls and respond accordingly.
• Schedule, reschedule, confirm, or cancel appointments by phone and in person.
• Record and relay messages to appropriate personnel.
• Prepares any requested reports on an as needed basis.
• Handle employee disciplines in a timely manner.
• Identifies problem areas and taking appropriate corrective actions
• Prepare and deliver annual reviews for all front office staff
• Effectively leads and manages.
• Responsible for staff adhering to organizational policies and procedures and government regulations (HIPAA, OSHA)
• Report to work on time for scheduled shifts and work full shift as scheduled.
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