Location Lead-JOB ID 3215

JOB SUMMARY

The Location Lead is responsible for providing site leadership resulting in improved patient satisfaction, increased clinical and professional revenues, and improved staff efficiency.

ESSENTIAL JOB FUNCTIONS

• Provide leadership, direction and coordination of departments relating to patient care and patient service.
• Overall responsibility for ensuring the clinical and front office staff reflect the standards set by the company.

Staff Management & Development

• Serve a direct manager of all front office and clinical staff at assigned location.
• Participate in the interview process and selection of front desk and clinical staff.
• Partner with training department to successfully onboard all new hires.
• Adhere to applicable laws, regulations and contractual obligations. Follows the principles of the Compliance Program as well as the Code of Conduct.

Patient Satisfaction

• Assists with any patient clinical issues and works towards a satisfactory resolve.
• Greet patients, company representatives, caretakers & transportation providers.
• Serve as first level responder for patient questions and complaints.
• Address walk-in patients and respond to scheduling inquiries, prescription/record pick-up, etc.
• Create wait time reports and identify solutions to address.

Patient Care and Resource Allocation

• Create patient schedules (post Patient Access Center launch, serve as liaison for patient scheduling).
• Create and communicate daily team schedule to ensure providers have adequate resources.
• Monitor provider schedules for fill rates, cancellations and errors.
• Cross-check and update next-day charts according to appointment schedule.
• Complete appointment confirmation calls according to appointment schedule.
• Prepare and distribute the confirming call report and address no shows.

Facilities Management

• Serve as liaison to Support Services (IT, Facilities) for location needs.
• Serve as main point of contact for emergency preparedness and emergency protocols for location.
• Open and close office/lobby at assigned opening and closing time for assigned location.
• Ensure that the lobby and alcove are tidy and orderly throughout the day in accordance with company standards and policies.
• Oversee clinical equipment maintenance, repair and replacement.
• Supply Management – order and stock supplies, maintain appropriate inventory for location.
• Maintain reading materials, marketing materials and check lanes to ensure adequate supply.

COMPETENCIES

• Smart, results oriented and high energy professional with a track record of success.
• Strong work ethic, hands-on individual who can achieve long term systematic process improvements.
• Ability to coach and lead clinical and front office teams.
• Demonstrates extremely high sense of urgency, capable of handling multiple priorities and extensive time demands.
• Excellent interpersonal, communication and presentation skills.
• Ability to interact and communicate effectively with all levels of management, physicians, staff, vendors and patients.
• Demonstrated ability to read, write and perform mathematical calculations.
• Must be able to maintain high degree of confidentiality.
• Ability to multi-task, work in a fast paced environment and manage time accordingly in order to meet deadlines and requirements of the organization.

Supervisory Responsibilities

• Interviewing, training, planning, assigning and directing work.
• Meting performance, rewarding and disciplining employees.
• Addressing staff complaints and resolving problems.

WORK ENVIRONMENT

Fast-paced, deadline oriented, confidential department. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

• Excessive walking, standing, bending and stooping.
• Frequent standing, sitting, using hands to handle or feel objects, tools or control, reaching with hands and arms and talking or hearing.
• Occasional climbing or balancing, kneeling and crouching.
• Lifting moderately heavy objects (50-90 pounds).

POSITION TYPE AND EXPECTED HOURS OF WORK

This is a full-time position. Days and hours are Monday through Friday 8:00 A.M. – 5:00 P.M. with occasional overtime.

TRAVEL

Travel is not required.

REQUIRED EDUCATION AND EXPERIENCE

• Previous experience in an Ophthalmic Assistant role or commensurate training/experience.
• Prior medical or front office supervisory experience.
• Customer service experience.
• Proficiency in clinical operations in a medical practice.
• High school diploma or GED.
• Basic Microsoft Word, Excel, and technologically advanced communication systems and devices.

PREFERRED EDUCATION AND EXPERIENCE

• Associate or Bachelor’s degree.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

BENEFITS

• 401(K) Company Match
• Medical and Dental Insurance
• Vision Benefits
• Flexible Spending Accounts
• Pet Insurance
• Disability Insurance
• Life Insurance
• Continuing Education
• Paid Time Off