Job Type

Full-time
Description
Job Title: Lead - Patient Services
Job Grade: 25
Job Family: Business Support
Department: Patient Services
Reports to: Patient Services Manager
Classification: Non-Exempt
Status: Full-time
Schedule: Variable hours
Our Mission
We pursue excellence in the delivery of professional, compassionate, and complete eye care.
Our Values
• Empathy | Understand others' feelings and perspectives.
• Extend Grace | Show kindness, compassion, and understanding.
• Desire to Help People in Need | Strong sense of social responsibility.
• Desire to Work | Perform your job to the best of your abilities.
• Invest in Yourself | Never stop learning.
• Benefit of the Doubt | Foster positive relationships and interactions.
Position Summary
A successful Patient Services Lead is responsible for actions that support and safeguard Fogg Remington EyeCare (FRE) Standard of Patient Care. The Patient Services Lead balances multi-tasks simultaneously and regularly complete ad hoc projects. The Lead is responsible for monitoring/overseeing designated staff, maintaining efficient patient flow, and ensuring quality patient care on a consistent basis. The Lead fosters a positive and healthy work environment within their area of responsibility by promoting collaboration and building strategic relationships with staff at all levels to facilitate ongoing process improvement and enhance productivity, and is committed to the company's strong learning culture. This includes cross-departmental cooperation and a focus on open communication to ensure successful outcomes. Reporting to the Manager of Patient Services, this position provides ongoing training to new and current staff as determined necessary, and proactively ensures appropriate staffing and competency levels to achieve efficient utilization and performance. In the manager's absence, the Lead will take charge and perform the necessary duties as a temporary replacement.
Essential Functions, Duties, and Responsibilities
General Duties
•As directed, perform all regular duties for roles in their designated area of responsibility.
•Provide support when neeed to Patient Services staff, including Scheduling, Referrals & Authorization, or Medical Reception.
Supervision and Training Responsibilities
•Assigns, directs, and reviews the work of subordinates' work methods, procedures, workflow, and standards for quality and quantity of work.
•Act as a liaison for effective communication between staff, providers, and Patient Services Manager, providing information and feedback to the Manager regarding employee/provider concerns.
•Acts as a point of contact for patients with questions or concerns and is responsible for resolving any issues.
•Train and mentor staff (new and established) in job-related duties and required skills, and evaluate progress.
•May assist in recruitment of new team members.
•May assist in conducting performance evaluations, provide coaching and guidance, and address any performance issues as needed.
Administrative Responsibilities
•Assists with staff schedule when needed to ensure appropriate staffing.
•Assist with management of Provider's Schedule Protocols, provider mask (schedule template) and work schedule.
•Reviews reports, other operational metrics, and performance data to measure productivity and assess progress toward goals.
•Participates in identifying performance and process improvement opportunities through auditing, in order to create operational efficiencies, improve the patient experience, and reduce errors.
•Participate in developing programs and services that address specific aspects of the patient customer experience within their service area.
•Participate in ongoing professional development as provided by the company, and through self-directed learning.
Compliance and Confidentiality
•Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency.
•Maintain confidentiality by safeguarding ePHI and demonstrating HIPAA compliance to our patients.
•Ensure compliance with FRE policies and procedures, industry, and federal/state regulations (i.e., HIPAA, OSHA, etc.), including but not limited to workplace safety, reporting work-related injuries, Infection Control, and preventing potential safety risks for staff, clients, and others.
General Duties and Requirements
•Present a positive view of FRE to the community.
•May be scheduled to work at different locations as necessary, reporting to the location at beginning of the day.
•May drive on company business.
•Must have valid California driver's license (required).
•Comply with all FRE policies and procedures, including but not limited to workplace safety, reporting work-related injuries, Infection Control, and preventing potential safety risks for staff, clients, and others.
•Punctual and regular attendance is an essential responsibility of each employee at FRE. Employees are expected to report to work as scheduled, on time, and prepared to start working. Employees also are expected to remain at work for their entire work schedule. Late arrival, early departure, or other absences from scheduled hours are disruptive and must be avoided.
•This list of job duties and requirements is not all-inclusive. Management, at its discretion, may assign additional duties.
Education and Experience
Education
•Required: Possession of a high school diploma or GED.
•Preferred: Medical Assistant certification, or comparable program.
Experience
•Required: At least 2 - 3 years of experience working in a medical environment.
•Preferred: At least 2 years of experience in a leadership or training position.
Knowledge, Skills, and Abilities
•Good interpersonal skills and the ability to communicate effectively with different audiences.
•Intermediate to advanced phone skills; able to effectively relate via the telephone and in-person to serve the needs of Clinic patients/clients/visitors efficiently and productively.
•Strong written and verbal communication.
•Attention to detail requires a high level of accuracy and attention.
•Time management and organizational skills: Prioritizing tasks, meeting deadlines, and staying organized.
•Analyzing complex problems, developing creative solutions, and making sound decisions.
•Possess strong leadership skills, including motivating and directing others, delegating tasks effectively, and providing feedback and coaching.
•Ability to handle conflicts and challenges professionally and constructively.
•Adapt to changing situations and environments, including new technologies, processes, or organizational changes.
•Proficiency with Microsoft 365 (Microsoft Word/Excel/Outlook).
•Strong research and math skills.
Work Activities, Styles, and Requirements
FRE Standards of Patient Care:
• Respect: Treat all patients with respect and dignity.
• Communication: Communicate clearly and effectively with patients and their families.
• Safety: Ensure the safety of all patients and staff.
• Quality: Provide quality care and services to all patients.
• Privacy: Respect the privacy of all patients and their families.
• Accessibility: Ensure all patients can access the care and services they need.
Empathy: Allows you to relate to teammates, patients, and customers to understand their needs and concerns better. Empathy will help you to be more understanding and compassionate when dealing with difficult situations and resolving conflicts.
Extend Grace: Ability to put yourself in the patient's shoes to try and understand their situation, which allows you to show compassion and understanding, making the patient feel more comfortable and at ease.
Desire to help people in need: Exhibit a strong sense of social responsibility and willingness to take action and make decisions to positively impact others in our community. Display compassion to make a difference in people's lives by going the extra mile to ensure those in need receive quality care.
Wants to work: Possess a strong desire to work hard and complete tasks promptly. Show your commitment to excellence by doing what is necessary to complete the job. Contributing to achieving team goals that value collaboration, accountability, and mutual support.
Invest in yourself : Take the time and effort to develop your skills and knowledge. Be open to learning new things and take on challenges that will help you grow professionally. Stay up-to-date on the latest trends and technologies in our field.
Benefit of the doubt: Be open-minded and consider all sides of an issue before deciding how to proceed. Be understanding and compassionate when dealing with difficult situations. Create a positive work environment and foster better relationships with your teammates and patients.
Environmental Conditions
•Indoors in a typical office environment approximately ninety-five percent (95%) of the time.
•Frequent computer use at the workstation for up to two hours.
•Frequently work at a fast pace with unscheduled interruptions.
•May occasionally move (walk or drive) from one work location to another.
Physical Demands
•Use one or two hands to grasp, move, handle, control, feel, and assemble objects, tools, or controls.
•Use fingers to grasp, move, or assemble very small objects.
•Ability to walk, sit, stand, stoop, crouch, and climb stairs.
•Ability to move and lift up to 10 pounds.
•See the differences between colors, shades, and brightness.
•Visual Acuity (Far/Near).
•Regular and Consistent Attendance.
Changes: This job description will be updated if duties and responsibilities change significantly. Job functions are subject to modification based on business necessity.
ADA/FEHA: Fogg Remington EyeCare will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and California's Fair Employment and Housing Act.
EEO: Fogg Remington EyeCare is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Certification: By signing below, I acknowledge receipt of this job description. I have been allowed to ask and receive answers to any questions regarding the job description. I fully understand this job description. I understand that my employer may revise this job description, at its sole discretion, at any time. Furthermore, I also understand that my employer may assign additional job duties as needed.
I certify that I am fully qualified to perform the position described and can, with or without reasonable accommodation, perform the essential functions of the position.
If applicable, please list any accommodations that would be necessary to enable you to perform the essential functions of the position:
I understand that employment with the Company is considered "at-will." Neither the Company nor I am committed to continuing the employment relationship for any specific term. Either the Company or I may terminate the employment relationship at any time, with or without cause and with or without notice.
For an employee who is currently performing the job, please initial below:
I have reviewed the job description for my position, and it accurately reflects at least 95%
of the work, I do daily.
This job description should contain the following job responsibilities to be an accurate reflection of my daily or weekly job responsibilities:
Salary Description

$18.50 - $23