Front Office Lead

AWHS Front Office Lead Job Description

Job Summary:

Are you a natural leader with a passion for keeping things running smoothly and efficiently? We're looking for a dynamic Front Office Lead to take charge and energize our front desk team! In this pivotal role, you'll be the go-to person for all things in front of the office. Coordinating daily operations, ensuring everything runs like clockwork, and creating a welcoming environment for both patients and staff. You'll work closely with the Practice Administrator, keeping them in the loop on any outstanding matters and helping to resolve them quickly and effectively. 

Supervisory Responsibilities: Supervising of front office/clerical staff members.

Skills & Qualifications: 

• Experience in OB/GYN or women’s health strongly preferred
• 1-2 years of leadership or supervisory experience required
• Ability to multitask, prioritize, and stay calm under pressure
• Epic experience preferred 
• Accurately answer questions from patients.
• Maintain confidentiality and professionalism 

Reports to: Practice Administrator 

FLSA Status: Non-Exempt

Essential Duties/Responsibilities:

• Develops and coordinates the activity of a cohesive team of skilled front office staff by assisting the Administrator in the selection of subordinate staff; supervising, training and disciplining direct reports; interpreting and consistently applying practice policies.
• Determines staffing levels needed; Developing and implementing cross-training programs as needed.
• Works with HR to maintain job descriptions of front-office staff members.
• Enforces the policies and regulations of each practice equally and objectively.
• Collaborates with physicians to develop and change schedule templates as needed.
• Prepares staffing schedules, staggering requests for leave and managing attendance problems.
• Presents a positive first impression to the public and supports an efficient, professional office environment.
• Develops, monitors, and assesses systems and processes to measure patient satisfaction with front office operations.
• Ensures that front office staff are trained in collecting amounts for which the patient is responsible at the time of service.
• Obtains and verifies patient insurance and demographic information prior to service whenever possible; coordinating with the Insurance & Billing Supervisor to ensure that A/R policies are followed.
• Coordinates with Financial Counselor in practice to maintain new OB and transfer OB information.
• Supports effective practice communication of clinical information by acting as the liaison between non-clinical staff and the Clinical Lead/Administrator regarding administrative matters.
• Coordinates providers’ appointment schedules with clinical staff to minimize patient wait times ensuring that mail and voice messages are promptly routed to the appropriate person.
• Ensures compliance with patient confidentiality and HIPAA requirements by staying up-to-date on existing regulations.
• Collects patient and insurance payments and reconcile charges on a daily basis.
• Ensures compliance with OSHA requirements; configuring workstations to minimize ergonomic risk and comply with ADA provisions.
• Attends scheduled team meetings with office manager and team. Holds monthly front-office team meetings as requested by practice manager and/or practice physicians.
• Keeps department systems and processes up-to-date and fosters innovation by maintaining and upgrading competency, suggesting process improvements, and leading change needed to support quality initiatives.
• Other duties as assigned by practice administrator.

  Required Knowledge/Skills/Abilities: 

• Knowledge of office policies and procedures to accurately answer questions from patients.
• Knowledge of administrative and clerical procedures and systems such as word processing, Microsoft Office, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge and correct usage of medical terminology.
• Ability to navigate and effectively use EMR. Knowledge and experience with Epic EMR system is preferred.
• Ability to maintain confidentiality in compliance with practice policies and federal/state laws and regulations.
• Ability to assume responsibility and exercise authority over assigned work functions. 
• Ability to organize and integrate front office priorities and deadlines. 
• Ability to manage conflict and work with staff to communicate effectively and navigate employee issues.
• Ability to effectively and clearly communicate in writing, over the telephone, and in person with physicians, office staff, and patients.
• Ability to work as part of a team and promote a positive work environment.
• Ability to listen and understand information and ideas and adjust actions accordingly.
• Ability to comply with all facility policies, procedures and practices.
• Ability to maintain professional attire.
• Ability to complete continued education/training requirements.
• Ability to report to work on time and as scheduled.
• Ability to represent the organization in a positive and professional manner at all times.
• Ability to communicate the mission, ethics and goals of the organization.
• Ability to apply feedback, participate in performance improvement, and continuous quality improvement activities.
• Skilled in exercising a high degree of initiative, judgement, discretion, and decision-making to achieve organizational objectives. 
• Skilled in establishing and maintaining effective working relationships with other employees, patients, and the public.
• Skilled in organization, attention to detail, and task prioritization.
• Skilled in ability to exercise independent judgement and ability to proactively look for ways to help people.
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Skilled in understanding patient needs to provide exceptional customer service.

Education and Experience:

• High school diploma (or GED) required.
• Current medical assistant certification or registration may be preferred dependent on the Division.
• 1-2 years of leadership or supervisory experience required.
• Previous experience in a medical office environment required, OB/GYN experience preferred.
• EMR experience required, knowledge of EPIC EMR is preferred.

Physical Requirements: 

• Prolonged periods of sitting or standing at a desk and working on a computer in a stationary position. Must be able to remain in a stationary position for a prolonged period of time.
• Occasional bending and lifting of supplies required.
• Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• Must be able to lift up to 25 pounds at times and transport up to 25 pounds at a time over short distances.
• Must have full range of body motion.

Equal Opportunity Employer: Atlanta Women’s Healthcare Specialists is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, military or veteran status, gender, color or national origin in its employment practices.

Atlanta Women’s Healthcare Specialists participates in E-Verify to verify the authorization to work within the United States.

We conduct pre-employment drug screening and background checks in accordance with federal and state laws and regulations.