Front Desk Lead I

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.
• Other job duties as assigned.

POSITION REQUIREMENTS AND QUALIFICATIONS:

• Professional office appearance is required.
• Minimum of 3 years supervisory experience
• Excellent customer service skills including exceptional phone etiquette
• Must be organized, very detail-oriented, and able to multi-task and prioritize in fast-paced environment.
• Must have exceptional customer service skills.
• Excellent verbal and written communication skills.
• Must be proficient in Microsoft Word, Excel
• Experience in working in an EMR environment (NextGen)
• Commitment to excellence and high standards
• Strong organization, problem-resolution, and analytical skills.
• Ability to manage priorities and workflow
• Ability to work independently and as a member of various teams and committees
• Acute attention to detail
• Ability to deal effectively with a diversity of individuals at all organizational levels
• Good judgement with the ability to make timely and sound decisions
• Demonstrated ability to plan and organize projects
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to work under stress, with interruptions and deadlines
• Bilingual in English and Spanish preferred but not required.
• Strong interpersonal skills required.
• Weekend coverage may be required.

WORKING CONDITIONS/PHYSICAL/MENTAL ABILITIES AND PROCESS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Work requires periods of standing, sitting, lifting, turning, twisting, walking, pushing, pulling, reaching, speaking, hearing, seeing and ability to articulate clearly, use of hands to finger, reaching with hands and