Job Purpose

Under the supervision of the Clinic Manager, the Front Office Lead is responsible for overseeing and coordinating Receptionist at all the Health Center sites and Call Center teams. This role promotes a high level of customer service while ensuring efficient and effective daily operations at all AACI health center sites.

Duties And Responsibilities

• Supervise Front Office Receptionist Staff and Call Center.
• Monitor and maintain appointment schedules ensuring follow-up for canceled or no-show appointments and managing waitlisted patients in compliance with health center protocols.
• Review appointments to confirm insurance has been verified.
• Audit patient registration to ensure adherence to established procedures.
• Promote and deliver exemplary client engagement and customer service to all AACI clients.
• Guide staff on policies and procedures, and act as a liaison between patients and clinical staff.
• Manage front office work schedules, and update team schedules regularly
• Monitor team productivity and collaborate with the Senior Clinic Administrator to recommend workflow improvements.
• Plan and conduct training and orientation for new Front Office employees
• Train the front office team to be a referral resource for medical enrollment and other programs
• Train and support staff in patient evaluation, insurance, billing, eligibility, and accurate data collection for reporting.
• Oversee and reconcile daily cash and credit card collections.
• Train staff on clinical intervention protocols as needed.
• Complete other duties and related projects as assigned.
  
  

Qualifications

Education & Experience:

• High School Diploma or equivalent combination of relevant experience and education
• Two or more years of related work experience with knowledge of healthcare and behavioral health workflows.
• Two or more years of supervisory experience
• CPR & BLS certified preferred
  
  

Knowledge, Skills, & Abilities

• Demonstrated ability to effectively perform the responsibilities outlined above.
• Proficiency with the Epic EHR system.
• Medical Assisting knowledge, preferred.
• Good organizational skills
• Leadership capabilities
• Excellent communication and customer service skills.
• Familiarity with health insurance verification and patient registration processes.
• Knowledge of billing and eligibility procedures is preferred.
  
  

Competencies

• Effective interpersonal and problem resolution skills.
• Ability to communicate well with people of diverse cultural, professional and experiential backgrounds.
• Ability to establish and maintain effective work relationships as part of a multi-disciplinary team.
  
  

Working conditions

Work is performed in an office environment. A portion of work time may be spent at other facilities conducting outreach and enrollment assistance activities.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to talk and hear. The employee is required to sit for long periods of time, see to utilize a computer screen; frequently use hands; and reach with hands and arms for activities such as keyboarding.

AACI is an Equal Opportunity Employer