Front Office Team Leader

At Community Medical Centers (CMC), we’re passionate about improving health and well-being in the communities we call home. That’s why we work to ensure even our most vulnerable neighbors have affordable access to quality healthcare, regardless of age, income, or background. We offer integrated medical, dental, behavioral health, and supportive services, with a model of care that puts the patient at the center of a team-based approach. As one of the region’s largest healthcare providers, our growing network of neighborhood health centers serves over 100,000 patients in San Joaquin and Solano counties.

MISSION

Working together to improve health and well-being in our communities.

BENEFITS

• Competitive Pay
• Medical, Dental, & Vision benefits options for full-time employees
• Flexible spending account for medical expenses
• Dependent care
• Employee assistance program
• Life Insurance
• Pet Insurance
• Short Term/Long Term Disability Insurances
• 403(b) retirement saving plan with company match
• 10 paid sick days/12 Holidays/Vacations days vary on position
• In Shape Discounted Gym Membership
• Excellent growth and advancement opportunities
• Collaborative and diverse environment

POSITION SUMMARY:

The Front Office Receptionist Team Leader is responsible for assisting the Center Manager with the management of patient appointment services and day-to-day reception functions at the assigned facility. The Front Office Team Leader is responsible for leading and supervising Front Office Receptionists in an enthusiastic and positive manner by providing guidance regarding front office receptionists’ operations. The Front Office Receptionist Team Leader reports to the Center Manager.

SPECIFIC DUTIES:

• Assists with interviews for front desk positions with Center Manager.
• Schedules and assigns specific duties to front office recep­tion staff performing daily functions in reception, medical records, cashiering and advocacy, e.g., CHDP tracking, release of records tracking, mail, etc., and monitor consistency and completion.
• Responsible for updating, educating, and auditing staff to all changes in policies and procedures, coordinated with the Center Manager
• Assists to identify Medical Assistants performance to assist Center Manager with completion of performance evaluations.
• Identifies employee behavior and/or performance issues. When necessary, seek Center Manager and/or Human Resources assistance to address the behavior and/or performance issue.  
• Responsible for auditing all deposits for accuracy.
• Participates in orientation and training of front office receptionists, e.g., screening techniques to determine patient eligibility for services.
• Attends monthly update meetings in Stockton with other team leaders­.
• Assists in the management of patient appointing servic­es and day-to-day receptionist responsibilities.
• Assists reception staff with patient problems, e.g., insurance, scheduling, etc.
• Reviews timecards independently or in conjunction with Clinic Manager
• Functions as a front office receptionist when staffing is low, or patients are backed up.
• Registers patients of all age groups.  Inputs data and verifies registration and screens patients of all age groups for payment source and special program eligibility.
• Maintains appointment system.
• Calls patients of all age groups day before appointments and does mail reminders.
• Answers telephone, screens and routes calls appropriately, takes messages, and provides information, effectively and efficiently.
• Contacts new enrollees of all age groups under various health plans to set up initial appointments.
• Updates, corrects, and clears clinic route slips.
• Opens and closes clinic buildings as required.
• Accepts payments over the counter, fills out receipts and balances cash at end of day.
• Pulls positive labs and obtains medical chart for review by provider.
• Maintains medical records.  Files reports in a timely manner; follows check out procedures for medical records; maintains confidentiality of medical records.
• Coordinates the referral of patients and the appropriate follow-up of referrals as directed by the nursing and clinician staff.
• Handles patient complaints.
• Opens, sorts, and distributes mail.
• Processes requests for medical records
• Participates in meetings as required.
• Performs other duties as assigned.

MINIMUM REQUIREMENTS:

• High school diploma or equivalent
• Two years of experience in a health care setting and/or customer service capacity
• Electronic Health Records knowledge
• Ability to communicate effectively in English; verbal and written.
• Ability to type 35 wpm and perform data entry; appli­cant to provide typing certificate.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of business office procedures
• Knowledge of office management techniques and practices
• Knowledge of organizational policies, procedures, and systems
• Knowledge of grammar, spelling, and punctuation to type patient information.
• Knowledge of inventory and purchasing techniques and procedures
• Knowledge of equipment functions and ability to seek assistance with repair of equipment.
• Knowledge of third-party payer procedures in a managed care environment
• Skill in dealing with clients/customers in a positive and courteous manner.
• Skill in operating computer, photocopy and facsim­ile (FAX) machines
• Skill in greeting patients and answering the telephone in a pleasant and helpful manner.
• Ability to communicate clearly.
• Ability to sort and file materials correctly by alphabetic or numeric systems.
• Ability to maintain inventory of reception sup­plies.
• Ability to establish and maintain effective working relationships with patients, employees, and the public.
• Listens skillfully and displays a willingness and ability to acknowledge the needs,  
• expectations and values of others using reflective listening and empathy.
• conveyance.  Responds to needs in ways that are helpful and beyond expectation.
• Communicates effectively by using welcoming words, proper tone of voice, appropriate body language, eye contact and smiling with every interaction.
• Ability to provide excellent customer service that is reflective of a culture that values trust and respect.

TYPICAL PHYSICAL DEMANDS:

Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies.  Occasionally lifting files or paper weighing up to 35 pounds.  Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate a calculator, telephone, copier, and other such office equipment as necessary.  Vision must be correctable to 20/40 and hearing must be in the normal range for telephone contacts.  It is necessary to view and type on computer screens for long periods and to work in an environment which can be stressful.

TYPICAL WORKING CONDITIONS:

Work is performed in an office environment within a clinic setting. Involves frequent contact with staff and the public. Work may be stressful at times. Contact may involve dealing with upset people.

This job description is not intended to be a complete list of all responsibilities, skills, or duties required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Community Medical Centers. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties, and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder’s responsibility.

Community Medical Centers is an Equal Opportunity Employer. It is CMC’s policy to provide equal employment opportunities to all persons, regardless of age, national origin, race (including hair texture and hairstyle), color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors.