Operational Lead

About the role:

Use their experience and expertise to empower the team to higher quality standards, innovate practical solutions, and foster new employee retention through strong communication, detailed training methods, and empathy skills.

Responsibilities:

• Proven drive to offer exceptional customer service and a “leave no stone unturned” mentality in care resolution
• Model advance knowledge in scheduling, communications, and administration skills
• Initiative in learning new tasks, processes, and software/systems
• Ongoing growth in knowledge of company policies and procedures
• Commitment to adherence to safety practices and policies
• Alignment with company mission and dedication to impart to new staff
• Dedicated to the creation, distribution, and continued updating of training materials for new staff/float staff to the department
• Exemplify the expectations for team members to strive for, meeting performance metrics and deadlines consistently
• Strong communication skills to direct feedback between Operations Manager, Operations Supervisors, and team members
• Adaptability to the changes of the day and willingness to assist in any needed tasks/orientation in any area
• Verified willingness and capability in training and orientation of new staff members
• Resolve minor conflicts and issues for patients and staff; ability to escalate concerns or issues

Candidate requirements

• High School Diploma required; Associates Degree preferred. Experience in a medical office environment is highly preferred.
• Must have strong computer experience
• Must have a strong sense of team commitment, which includes meeting deadlines, punctuality and excellent follow-through and feedback.
• Must display a high level of confidentiality, integrity, and initiative.
• Ability to form positive and collaborative relationships with peers and physicians at all levels within the company.
• Must possess exceptional interpersonal communication skills and can create a favorable impression for the organization to all staff, patients, and the public.

COMPUTER SOFTWARE UTILIZED: NextGen and Centricity

General Duties:

• Maintain a team approach with staff and patients.
• Greet patients at check out, and direct patients.
• Verify and enter patient demographic and insurance information.
• Schedule, coordinate, cancel, and reschedule patient appointments. Schedule annual wellness as needed for the department.
• Relay necessary messages to staff via phone notes in Centricity.
• Direct patients with delinquent accounts to patient representatives for financial agreements and billing questions.
• Stay active with insurance updates.
• Keep forms and supplies up to date and ordered.
• Keep work area neat and orderly.
• Work as a contributing member of a team to keep departments running smoothly.
• Participate in in-service education, staff meetings and other continuing education programs to maintain optimal technical knowledge.
• Adhere to department and company policies. Maintain confidentiality.
• Attend safety classes and compliance training as offered by Physicians East, P.A.
• Assist with other duties or projects as needed.
• Answer patient phone calls and remain professional and courteous.
• Enter referral for patient and send to appropriate staff to complete appointments.