Clinical Lead/Office Manager

Description

EMPLOYE TYPE: Full-Time M-F (approximately 35 hrs/wk) 

Amol Saxena, DPM, PC- Bay Area Surgical Specialists (BASS)has established one of the best reputations in foot and ankle care across the Bay Area. The ideal candidate is looking for a long-term career path that includes opportunities for advancement to provide elective care in a fun and supportive environment.  As a provider for BASS, we know our employees are our most valuable assets. Our cultural values radiate in all we do. Our team is composed of talented & experienced providers who are passionate about sports medicine, foot and ankle surgery and treating patients with predictable results. 

JOB SUMMARY

Clinical Lead is responsible for all aspects of clinical duties managing patient inquiries, including scheduling of consultations and subsequent follow-ups, including preoperative teaching and testing.  Clinical Lead is responsible for ensuring surgical charts are complete with all notes, testing, clearance, labs, EKGs as applicable, and photos/imaging. Clinical Lead is responsible for helping care of all types of post-operative patients.

RESPONSIBILITIES 

• Provide excellent client care and customer service
• Answer and screen inbound phone calls
• Manage appointments (scheduling, moving, and canceling appointments)
• Actively promote the clinic, treatments, services, products, 
• Perform opening and closing duties of the clinic
• Efficiently provide basic office administrative support tasks including but not limited to mailing, faxing, sorting, typing and filing, using Word (Microsoft)
• Maintain a professional and clean work environment & appearance
• Respond to inquiries (via phone, email and walk-in) regarding appointments with a friendly and pro-active tone. 
• Monitor patient referral processes.
• Review and ensure full schedules. Fill in cancellation spots.
• Retain patients by recommending other services such as non-surgical treatments, i.e.  shockwave, orthoses, anti-gravity treadmill.
• Schedule: 6-8 hour shifts, Monday to Friday Flexibility
• Oversee time and attendance when provider is out of office
• Take lead on provider specific tasks
• Schedule optimization (exhausting all possibilities to book gaps)
• Amazon/Supply Orders through BASS
• Retail Inventory 
• Training all new staff
• Patient Triage (3 C’s; complaints, concerns & communication)
• Phone etiquette & credentialing
• Keeping track of scorecard (cash pay)
• Responsible for refund tracking
• Establish and maintain communication with patients throughout their surgical journey 
• Respond to patient correspondence effectively and in a timely manner 
• Conduct pre-operative appointments: 
• Educate patient on pre- and post-operative instructions and expectations
• Provide appropriate resources
• Review prescriptions and pharmacy information (input into EMR)
• Review, update and sign consents
• Answer patient questions and address concerns
• Communicate pertinent information obtained in pre-operative appointment to appropriate team members ( surgeon etc.)
• Skillfully execute post-operative appointments (within scope of practice):
• Remove surgical dressings
• Pull appropriate sutures
• Remove cast and splints
• Perform Boot fittings
• Work with the surgeons and clinical team to monitor patients throughout their early post-operative courses, and assist in identifying and managing abnormalities or complications
• Serve as liaison between patient and surgeon regarding clinical and surgical questions
• Maintain an expert knowledge of practice pre- and post-operative policies and procedures
• Ensure accuracy and completion of surgical patient EMRs (Athena & Epic) including: clinical information, medical clearance documents (EKGs, lab work, pathology, etc.), consents, imaging and medical photos
• Communicate biopsy and culture results with patients
• Assist in minor procedures as needed
• Actively work to enhance the surgical process and patient experience by collaborating with team members, and encouraging and communicating patient feedback
• Oversee and support the post-operative clinical team to ensure quality and consistency of post-operative photos and patient care
• Return patient phone calls with answers to inquiries for any reason
• Track patient concerns 
• Directly involved in continually improving our paperwork and communication with patients

EDUCATION AND EXPERIENCE:

• 2 years experience as a Medical Assistant or LVN
• Bachelor’s degree in Human Biology or related life science (preferred)
• Clinical competencies completed with DPM, MD or NP
• Experience in acute post-operative patient care (preferred)
• Experience with Electronic Medical Records (EMR)
• EMR and shockwave training provided and Radiology tech training available
• Phlebotomy skills a plus

ESSENTIAL SKILLS AND ABILITIES:

• Good problem solving and analytical skills.
• Excellent communication skills.
• Well-organized with attention to detail.
• Ability to manage multiple projects simultaneously.
• Manage patient’s needs and concerns.
• Understands proper way to educate patients, assess learning response
• Ability to identify medical needs/concerns and the ability to communicate this to supervisory MD or NP provider
• Ability to answer all postoperative phone calls, handle medical-legal paperwork such as FMLA forms, disability forms and return to work forms
• Knowledge and ability to remove sutures, drains, and dressings with thorough physical assessment skills
• Ability to identify infection, suture reaction or hematoma
• Ability to work with and maintain confidential patient information
• Ability to follow precise direction, instructions, and system protocols.
• Ability to provide friendly, timely service to all patients with questions or concerns