About

• Description

Our Mission is to deliver best-in-class ophthalmic and optometric care

• Team members are hired to assist the organization in building a differentiated integrated eye care platform focused on superior patient care delivered through our network of optometrists and ophthalmologists. Team members are expected to a behavior of professionalism, which includes but is not limited to, acting with integrity and accountability, support our clinicians in all aspects of patient care deliver, support a culture of respect, diversity and inclusion in our organization, and enhance the patient access to primary and specialty eye care. Our vision is to create an admired healthcare company dedicated to delivering personalized eye care with outstanding patient outcomes.

General Summary

• The Lead Patient Services Specialist/Front Office Coordinator is responsible to set the standard for providing excellent patient service, and plan and coordinate the daily activities of the patient services team, as well as, ensuring that the provider schedules are correct and that the practice runs effectively and efficiently. The Lead Patient Services Specialist assists the Patient Services Manager with schedule and training for proper coverage to meet the needs of clinic flow.

Essential Duties & Responsibilities

• Leads the day-to-day operations of the patient services team as directed by the Manager.
• Ensures the check-in, check-out, appointment schedule, and efficient patient flow adhere to the practice standards.
• Triages calls from patients to ensure appropriate scheduling and/or response to resolve concerns.
• Adjusts schedules for providers, notifying team of vacations, meetings, emergencies, etc.
• Completes and distributes weekly schedules for team that align with the needs of the practice(s).
• Monitors employee timesheets and weekly overtime information.
• Reconciles daily batches and process deposits
• Monitors, safeguards, and maintains inventory.
• Contacts other provider offices and clinics when additional information is needed to support the patient.
• Notifies the Patient Services Manager and/or Practice Administrator of opportunities to improve the patient experience.
• Assists leader with interviewing, coaching, and monitoring the performance of department staff.
• Maintains work to constantly improve written clinic policy, and improve work flows
• Provides back-up and support to department staff.
• Performs other duties as required.
• Requirements

Education and Experience

• Minimum of high school diploma or equivalent GED, required.
• Minimum of three (3) years of front desk, customer service, or related experience in a healthcare setting, required.
• Minimum of six (6) months of leadership experience, preferred.

Core Competencies

• Creates an environment of exceptional customer service for patients
• Effective communication within the scope of responsibilities.
• Display a professional attitude; ensuring all staff greet patients promptly with a smile and excellent patient care
• Develop staff through training, performance management, and creating expectations
• Knowledge of applicable financial and clinical functions.
• Excellent customer service and communication skills.
• Strong organizational skills with attention to detail.
• Adheres to HIPAA and OSHA standards and identified best practices in the conduct or care among team members.