SUMMARY: The purpose of the Medical Reception Team Lead position is to provide daily direct support to the medical reception team in the outpatient clinic that provides primary care to patients living with HIV. The Medical Reception Team Lead coordinates and oversees activities of the front office and medical reception team members to ensure compassionate and professional care for patients and effective and efficient front office workflow. This position will complete daily monitoring of the medical reception team to assure the clinic high customer service quality standards are upheld.

SUPERVISION RECEIVED: Reports to Director of Patient Financial Services

ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following (other duties may be assigned):

1. Monitors the medical reception staff’s workflow processes and procedures.

2. Monitors the medical reception data collection accuracy and legibility through daily schedule auditing.

3. Responsible for new employee training for the medical reception department staff.

4. In collaboration with the Director of Patient Financial Services, provides ongoing training ideas, and supports the medical reception team in implementation of trained topics to encourage team growth and development.

5. Assures accuracy of the clinic schedules and provides immediate intervention to rectify any schedule concerns.

6. Provides support to the medical reception team in their daily tasks, as needed.

7. Organizes and assign duties and tasks to medical reception team members to assure no gaps in patient care and customer service.

8. Monitors all front desk operating software to assure seamless patient flow and customer service.

9. Assures accurate insurance information is captured within the EMR to assist the billing department in accurate claim submission.

10. Participates in educational activities and attends monthly staff meetings.

11. Conducts self in accordance with The McGregor Clinic employee manual.

12. Conducts the bi-weekly team meetings with the medical reception team.

13. Knowledge of location community resources, as well as other state and federal programs.

14. Knowledge of clinic resources and assistance programs to link patients as needs arise.

15. Coordinates with multiple departments within the clinic to assure timely patient flow is maintained.

16. Maintains the strictest confidentiality standards; adheres to all HIPAA guidelines/regulations.

17. Provides immediate support to the medical reception and billing teams to resolve conflict or de-escalate patient situations.

18. Meets with the Director of Patient Financial Services monthly to discuss team concerns.

19. In coordination with the Director of Patient Financial Services, evaluates performance of medical reception team members and assists in conducting verbal and written performance evaluations after 30 days, 90 days and annually as needed.

20. Assures a friendly and inviting atmosphere for all incoming patients, vendors, pharmaceutical reps, etc.

21. Relays medical reception team needs to the Director of Patient Financial Services and strategizes to implement improvements.

22. Reconciles patient fee collections daily.

23. Monitor call queue and oversee number of team members on phones at all times.

24. Assures that any required supplies are kept in stock and updates the Administrative Assistant or order log if supplies are needed.

25. With input from the medical reception team, collaborates with the Director of Patient Financial Services in implementing workflow improvements.

26. Organize and assign duties and tasks to the medical reception department, as needed.

27. Serves as a back-up for the medical reception and billing team members as needed due to staffing needs including vacations, illnesses, lunches, etc.

SKILLS/COMPETENCIES:

1. Knowledge of computer programs (Microsoft Office 365, Windows 10, EMR Software)

2. Ability to independently manage one’s own time and prioritize daily tasks.

3. Knowledge of medical and business office procedures.

4. Knowledge of patient insurance policy information.

5. Ability to provide full attention to what other people are saying, taking time to understand the points being made, asking questions when appropriate, and not interrupting at inappropriate times.

6. Knowledge of navigating the internet to find information pertaining to assigned work.

7. Ability to operate a computer and basic office equipment.

8. Ability to operate a multi-line telephone system.

9. Skill in answering a telephone in a pleasant and helpful manner.

10. Requires ability to de-escalate and mediate unpleasant, angry, or discourteous people or situations.

11. Ability to work closely within a team atmosphere.

12. Maintains a positive attitude and is a positive agent for change.

13. Ability to complete assigned tasks under stressful situations.

14. Ability to critically think and work through difficult tasks or situations with minimal direct supervision.

15. Ability to adapt to change effectively, while remaining a team player.

16. Ability to read, understand and follow oral and written instructions.

17. Ability to maintain excellent communication and effective working relationships with patients, the public and the medical community outside The McGregor Clinic for continuity of high-quality patient care.

18. Ability to maintain effective working relationships with all McGregor Clinic departments.

19. Must be well organized and detail oriented to assure a high level of accuracy.

20. Ability to meet or exceed strict deadlines.

EDUCATION/EXPERIENCE:

1. High School Diploma or GED Required; AA, AS or AAS preferred.

2. Medical Front Office administrative experience required.

3. Supervisory or management experience preferred.

ENVIRONMENTAL WORKING CONDITIONS: Normal office environment. Occasional overtime may be required and/or hours may be shortened as business needs dictate.

PHYSICAL DEMANDS: Requires sitting and standing associated with a normal office environment. Manual dexterity is needed for using a calculator and computer keyboard. Ability to lift up to 10 lbs.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, skills and working conditions may change as needs evolve.

We are an equal opportunity employer committed to embracing diversity and are opposed to practices which discriminate on basis of race, class, ethnicity, gender, sexual orientation, religion, dis/ability, age, or nationality. We are especially interested in hiring workers who reflect the communities we serve through their lived experience. We encourage all interested individuals to apply.

Job Type: Full-time

Pay: $12.16 - $20.67 per hour

Benefits:

• 401(k)
• 401(k) matching
• 403(b)
• 403(b) matching
• AD&D insurance
• Bereavement leave
• Dental insurance
• Dependent health insurance coverage
• Employee assistance program
• Health insurance
• Life insurance
• Paid jury duty
• Paid sick time
• Paid time off
• Retirement plan
• Vision insurance

Healthcare setting:

• Clinic

Medical specialties:

• Infectious Disease
• Primary Care

Schedule:

• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Fort Myers, FL 33901: Reliably commute or planning to relocate before starting work (Required)

Experience:

• supervisory: 3 years (Preferred)

Work Location: In person

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