Front Office Lead

Eastern Plumas Health Care is a small, non-profit, critical access hospital district, providing comprehensive medical services to Plumas County since 1971. We operate a nine bed acute care hospital at our main Portola campus, which includes a 24 hour, physician staffed, emergency room and ambulance service.

We have three primary care medical clinics and a state-of-the-art dental clinic offering our community a full spectrum of health care services in the Graeagle, Greenville, Loyalton, and Portola communities. There are also hospital-based Skilled Nursing Facilities in Portola and Loyalton. The hospital district serves over 10,000 permanent residents living in small communities scattered throughout Plumas and Sierra Counties.

POSITION SUMMARY:

The Front Office Lead is responsible for planning and coordinating the daily activities of all clerical staff to ensure proper coverage at all times. Leads the front office team towards excellence in customer service. Coordinates all front office activities of the clinic, working in partnership with the back office staff, Dental Clinic Supervisor and Director of Outpatient Clinics to ensure smooth operation at the individual clinic level.

This is a working supervisory position requiring the knowledge and applicability of all front office work duties and is responsible for the supervision and scheduling of all clinic front office employees.

PRINCIPAL ACCOUNTABILITIES:

This position is responsible for assisting in the day-to-day operations of the clinic by overseeing the efficient functions of the front office to assist with patient care by effectively managing and delegating the clerical teams roles and responsibilities, ensuring patient flow is smooth and insisting that all patients receive dignified, compassionate, quality healthcare. The lead is liaison between the front office and back office, monitoring and implementing processes for best practices. Instructs staff in and promotes an excellent customer service atmosphere for patients.

• Administer and monitor all front office services, including patient services, clinic phone communications, records filing and distribution, and scheduling activities.
• Supervise, train and conduct performance evaluations of all clinic front office and registration staff.
• Determine staffing patterns and schedules to meet the needs of the medical providers and the organization as a whole.
• Assure that staff are adequately trained to manage high volume reception areas and multiple phone lines to minimize patient wait times.
• Manage staff schedules to include tracking, processing and ensuring timely completion and submission of time entry and any necessary payroll related forms. Review and approve PTO and time-off requests according to organizational needs and established protocols.
• Promotes a positive work environment in which team members willingly serve each other and refuse to tolerate unacceptable treatment of others.
• Assists in the development, review and revision of standard operating policies and procedures, in collaboration with the Clinic Director.
• Partners with the Clinic Director in the identification of needed areas of staff improvement and/or deficiencies, makes recommendations for areas of improvement and analyzes workflows to achieve best practice.
• Appropriately and effectively communicates all concerns to the Clinic Director.
• Coordinates and participates in recruitment and hiring of clerical staff.
• Performs annual competency and performance evaluations on all clinical staff under their supervision.
• Coaches and counsel staff performance, work habits and behaviors according to Human Resource policies and procedures.
• Assures high physician, staff and patient satisfaction by managing physician schedules and assuring open lines of communication between staff, medical providers and patients.
• Function as key point person for setup and implementation of new clerical procedures, projects, initiatives, workflows and equipment as needed or requested.
• Performs all duties of a Registration Clerk/Scheduler in the clinic.

EDUCATION/EXPERIENCE:

• 1-2 years of demonstrated experience in leading staff in day to day operations
• 1-2 years of experience in a clinical setting with supervisory experience
• Demonstrated ability to successfully inspire teams/others
• High School diploma/GED

SKILLS:

• Coaching for accountability
• Excellent customer service
• Strong ability to inspire others through change
• Excellent written and verbal communication skills
• Positive attidude and ability to handle multiple and competing priorities
• Agility and resiliency in an ever changing environment
• Primary focus on patient care and service excellence outcomes