Allergy & ENT Associates is looking for a Medical Assistant Team Lead at our clinic in Cypress!

What are we about?

As a multi-state, physician-led team of specialized providers and dedicated staff, we are focused on enhancing the well-being of our patients living with allergy, asthma, and sinus conditions. Our mission is simple: to empower individuals to embrace life to the fullest through personalized, comprehensive, and compassionate healthcare.

Location: 25250 Northwest Freeway
Suite 100
Cypress, TX 77429

Hours:

Position Summary:

The Clinical Team Leader (CTL) plays a crucial role in ensuring excellence in customer service and high-quality clinical care and ensures all clinical team members create a positive and compassionate experience for patients. The CTL works closely with leadership to maintain smooth operational workflows, thinks creatively to solve problems in a productive way, and ensures policies and procedures are followed to achieve key operational and clinical outcomes. The CTL fosters teamwork and a spirit of collaboration across the practice and embodies our mission and vision.

• Coordinate and supervise the day to day activities of clinical team members engaged in clinical care for patients.
• Treats patients, visitors, medical staff, colleagues, and others with compassion and respect. Strives for excellence in quality clinical outcomes, service, and patient satisfaction.
• Exhibits positivity, empathy, a strong work ethic, and always leads by example.
• Serves as a subject matter expert in all areas of the back office and customer service.
• Follows all policies, procedures, and protocols and ensures all clinical personnel do the same.
• Demonstrates knowledge of all operational and clinical goals and works closely with leadership, colleagues and providers to achieve or exceed goals.
• Serves as a liaison for leadership and other department teams to ensure a ongoing commitment to quality, compliance and process improvement.
• Monitors compliance in the practice with all protocol and procedures and actively serves on quality assurance/improvement teams as requested.
• Trains new back office clinical personnel, cross-trains existing personnel, and/or conducts remedial training as needed to ensure competency in clinical operations. Leverages multiple teaching methods (i.e. Tell, Show, Do & Review) to cater to individual learning styles.
• Ensures that all policies, established practices, and standards are followed.
• Tracks all new and cross-trained staff to ensure timely training completion and competency assessment. Maintains ongoing competency assessment and remediation efforts.
• Partners closely with providers and all colleagues and possesses a collaborative and influential voice in resolving patient, workflow or other concerns in a positive way.
• Exhibits an unwavering and competent commitment to excellence in patient experience, including but not limited to:
  • Active Listening: pays attention to what patients and colleagues say without interrupting them, and understands their needs and concerns
  • Empathy: places themselves in the patient’s shoes and shows understanding and compassion when dealing with any situation.

• Adaptability: prepared to handle new or challenging situations
• Attention to Detail: ensures accuracy and precision in tasks and interactions
• Collaboration: works well with colleagues and other teams to meet patient needs
• Conflict Resolution: addresses conflicts calmly and finds positive solutions
• Creativity: thinks outside the box to provide proactive, innovative solutions
  • Effective Communication: uses clear and concise language to convey information in a calm, professional way at all times, even in stressful situations
    • Problem-Solving: resolves issues promptly and efficiently
    • Positive Attitude: maintain a calm, optimistic, and mission-oriented approach

• Actively solicits and shares new ideas and opportunities for improvement with leadership to support continuous improvement in workflows, efficiencies, and streamlined patient care.
• Leads the execution of defined key performance metrics (KPIs). Communicates and holds colleagues accountable for the achievement of KPIs. This includes, but is not limited to patient satisfaction, visit volume, patient throughput, no shows and cancellations, and electronic registration. Works in partnership with leaders and colleagues to create action plans to achieve KPIs.
• Partners with leadership in the interview and selection process for new clinical colleagues and escalates behavioral and performance issues. This may include partnering in crucial conversations and performance evaluations.
• Addresses individual or team performance deficiencies and provides feedback and follow- up training to employees in partnership with leadership.
• Pursues opportunities for personal and professional growth. Engages in leadership development training. Identifies and mentors’ potential CTL candidates for promotional opportunities.
• Promotes a culture of excellence and recognizes good performance. Motivates and inspires the team to provide high-quality patient and colleague care.

• Ensure high quality clinical care for patients by reviewing and researching concerns or complaints with a strong focus on service recovery. Recommends corrective action as appropriate in collaboration with leadership.
• Implements programs and practices designed to improve staff retention and employee engagement.
• Covers other practices as needed to foster collaboration across the market teams.

• Monitors patient flow across the practice to ensure practice is always operating efficiently. Works with all clinic staff to ensure efforts are coordinated and that patients receive high-quality care and services. Monitors wait times and seeks to reduce wait times as much as possible.
• Ensures patients and visitors are kept informed of clinic progress, that clinic environment is clean, orderly and in compliance with company policy and accrediting standards.
• Provides support as needed and requested to providers and leadership.

• Oversees clinical colleagues to ensure the timely provision of all services. Follows company-established scripts and protocols.
• Participates in regular staff meetings and ensures that staff is informed and educated on all information, policies, practices, and expectations. Works closely with all clinic staff to maintain smooth operations and high customer satisfaction.
• Maintains confidentiality of patient, employee, and proprietary business information. Understands and follows all company policies and practices regarding HIPAA. Monitors employees to ensure compliance.
• Maintains an awareness and working knowledge of required and available reports, resources, deadlines, and other information and data sources and systems.
• Timely completes any mandatory company training, follows all OSHA and company policies pertaining to a safe and secure environment for patients and staff, and participates in required emergency drills or other trainings as assigned.
• Partners closely with Front Office Coordinator and other members of leadership.
• Prepares for and successfully completes clinic audits, reviews, and surveys as requested by leadership. Ensures the compliance and active support of clinical staff.

• Attends all required leadership meetings and training in-services.
• Assists in overseeing the ordering, repair, and correct use of back-office equipment.

• Ensures par levels for medical supplies are maintained and assists in the ordering of medical supplies as requested.
• Review the staffing and patient schedule for the next day and organize, assign, and communicate duties and tasks to clinical team members.
• Monitor and control overtime. Flex staff as needed, in partnership with leadership, to maintain efficient staffing levels and reduce unnecessary costs.
• Ensure clinical policies and procedures are carried out on a daily basis. Identify and recommend policies and procedures as needed to ensure quality, compliance, accuracy and cost efficiency.
• Ensure daily documentation and any assigned clinic checklists are completed, uploaded and/or disseminated as defined by leadership at the end of each day.
• Ensures efficient use of allocated administrative time and serves as part of core staffing for the practice at all other times, as defined by administrative grid, unless otherwise approved by leadership (AVP or above).
• Performs other duties as required.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required
• Associate’s Degree or higher preferred
• Medical office experience preferred

Certification and Licensure:

• CMA or RMA certification or LVN or RN license required
• Other related certifications and licenses will be considered (i.e. RT(R), MLT, CPhT)
• Current CPR certification

• Safety and Confidentiality - Follows OSHA regulations and the safety guidelines of the Practice. Follows HIPAA policies and procedures. Respects and maintains patient confidentiality. Use CPR skills when necessary.
• Organization — Uses time efficiently by prioritizing and planning work activities; is methodical and efficient in structuring tasks to be accomplished.
• Professional Maturity — The ability to separate emotional feelings from the real issues at hand. The ability to legitimately and objectively challenge the substance of our beliefs and biases of our observations.
• Time Management — Managing one's own time and the time of others; the ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).
• Interpersonal Communication — Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation
• Communication — The ability to write and speak effectively using appropriate convention based on the situation; actively listens to others, asks questions to verify understanding, and uses tact and consideration when delivering feedback to others.