Clinic Lead - Urology

About the role

CLS Health is a growing healthcare system in Houston, Texas that is taking a different approach to healthcare. We are a physician-led healthcare group that focuses on providing patients with holistic, multispecialty care. We're a dynamic team on a mission to provide better healthcare options for Houstonians!

Lead Responsibilities

• Train and coach staff to effectively communicate with patients, empathize with their needs, and provide accurate information regarding healthcare services, policies, and procedures.
• Develop and implement policies, procedures, and standards to ensure consistency and quality in service delivery.
• Coordinate monthly clinic team meetings.
• Organize and oversee the schedules and work of assigned staff.
• Conduct performance evaluations that are timely and constructive to identify and develop plans for areas of improvement on an ongoing basis.
• Handle discipline and termination of employees as needed and per company policy.
• Monitor key performance indicators (KPIs) related to patient satisfaction, wait times, response times, and resolution rates to identify areas for improvement and implement strategies to enhance customer service quality.

Duties/Responsibilities

• Oversee the coordination of patient care, including appointment scheduling, triage, and room assignments.
• Ensure timely and efficient patient flow, minimizing wait times and optimizing patient experience.
• Resolve patient complaints and respond professionally.
• Provide a high level of customer service in all interactions.
• Maintain an open and accepting environment by remaining culturally sensitive to all patients.
• Manage a team and ensure they comply with company guidelines, particularly related to quality of service.
• Maintain positive working relationships and coordinate activities with all customers in alignment with practice core values.
• Ensure the clinic complies with all relevant healthcare regulations, including HIPAA and OSHA standards.
• Implement and monitor quality assurance protocols to maintain high standards of patient care.
• Perform periodic audits to identify areas for improvement and take corrective actions.
• Ensure optimal phone answer rate (> 85%) using 3CX; ensure voicemails are checked and calls are returned and documented, clearing the voicemail box by the end of each day.
• Ensure medications are refilled promptly (same day) and create protocols with physicians regarding medication refills.
• Handle prior authorizations for medications and surgeries through various portals, fax, or phone.
• Oversee administrative functions such as billing, coding, medical records management, and inventory control.
• Supervise the ordering, storage, and utilization of medical supplies and equipment; maintain an inventory control system to ensure adequate stock levels while minimizing wastage.
• Oversee providers and provide direction to midlevel healthcare providers (such as physician assistants or nurse practitioners) who work under the supervision of a physician; ensure these providers perform their duties effectively and in accordance with established guidelines.

Requirements

• Required Skills/Abilities:
  • Excellent management and leadership skills.
  • Excellent verbal and written communication skills.
  • Extensive knowledge of customer service procedures and principles.
  • Organized with attention to detail.
  • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
  • Ability to coach and mentor staff.
  • Proficient in Microsoft Office Suite or related software.
  • Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
• Education and Experience:
  • Bachelor’s degree preferred.
  • At least three years of customer service experience required.
  • Previous experience in a leadership role preferred.
  • Proven track record of delivering high-quality customer service and driving improvements in customer satisfaction and loyalty.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Benefits

• 401(k)
• 401(k) matching
• Dental Insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance