Lead Office Coordinator

Description

About us:

North Star Health is a federally qualified health center located in Southern Vermont and New Hampshire. We are centrally located between larger cities like Boston, NYC, and Montreal Quebec. We are hiring enthusiastic dependable team players with a desire for a rewarding career in the medical field. We value our employees, offer competitive salary and benefits, and understand the importance of work-life balance.

Job Summary:

The Lead Office Coordinator will provide leadership and support to the administrative staff in the clinic. Greets and attends to patients in person and over the phone, ensuring a positive patient experience. Performs all aspects of patient registration, scheduling, document administration and reception while keeping to North Star’s customer service standards. Works in collaboration with team members to deliver high quality care and contribute to a positive work culture.

Duties and Responsibilities:

• Provide leadership, training, and overall support to the Medical Office Coordinator team. 
• Assist in identifying process improvement opportunities with workflow and suggest solutions that will streamline and positively affect patient care and overall process.
• Model and encourage positivity, collaboration, excellence in customer service and represent North Star Health positively.
• Monitor daily performance with call volume, patient registration, and will assist team members with prioritizing and time management. 
• May be responsible for assisting Site Director with coordination and communication of administrative staff scheduling needs.
• Maintain the front-end tools and resources and ensure they are up to date and utilized appropriately. 
• Perform all front-end administrative duties to best meet the needs of our patients in a timely, efficient, competent manner.
• Promptly manages telephone calls professionally, including voicemail, patient portal and answering service messages. 
• Schedules patient appointments, following office protocols to ensure appropriate access for patients and maintains the flow in the office. 
• Triages phone calls for immediacy of problem and routes messages to nurse or practitioner as appropriate. Takes complete messages with appropriate details according to the Telephone Triage During Business Hours Policy.
• Performs department inbox management function in an organized systematic manner. This function is completed promptly following established guidelines.
• Manages appointment functions such as appointment ticklers, appt reminders, portal scheduling, eligibility, and phone list, wait list, and patient reminder calls.
• Handles all PHI requests according to North Star Health policy.
• Greets patients in a professional, polite, prompt, helpful, friendly, positive, and welcoming manner. Represent North Star Health in a positive helpful manner.
• Maintains professional composure when met with difficult situations. Avoids personalization and attempts to deescalate. Seeks or helps when appropriate. Exhibit's ability to work under pressure and communicate information accurately.
• Demonstrates flexibility in work schedule and location based on the needs of the organization. 
• Show competency in all areas of registration and appointment workflows, including scanning insurance cards, driver's license or other form of identification, obtaining photos, and updating patients' information with each visit. (i.e., name, phone numbers, addresses, emergency contact, guarantor information, all current insurance information with the mailing address, phone number, eligibility and all necessary FQHC required content). Collects co-pays and other patient due balances. Maintains reconciliation of payments.
• Performs all other duties as assigned.
• Adheres to policies and procedures during all activities.

Requirements

Education: 

• High School diploma or equivalent

Experience:

• Experience in a healthcare related role or customer service role. 
• Prefer experience in a lead role, working knowledge of medical terminology and HIPAA regulations.

Knowledge and Abilities:

• Innovative thinker with strong conceptual and problem-solving skills. 
• Meticulous attention to detail with the ability to multi-task. 
• Strong organizational, administrative, and time-management skills. 
• Ability to work under pressure and react effectively to emergency situations. 
• Ability to work collaboratively with all team-members. 
• Ability to use discretion while working with sensitive information. 
• Excellent documentation, communication, and technology skills. Passionate about healthcare excellence
• Must be adaptable to meet the needs of the organization, including days, hours, and location.