Front Office Specialist Lead

Overview

The Lead Patient Service Specialist, under the direction of the Center Operation Director (COD), provides work leadership to colleagues performing front office duties to ensure clinical care is executed and exceptional service is delivered to all customers. The Lead Patient Service Specialist is responsible for completing and/or delegating tasks amongst front office colleagues to remain compliant with policies and procedures as well as support the patient flow. Performs non-routine and complex clerical duties, requiring specific technical and general knowledge of systems and/or procedures. This position ensures that every patient is treated with quality clinical care and is provided a welcoming and respectful experience.

Responsibilities

• Greet patients and visitors
• Communicate wait times to patients and direct them accordingly
• Obtain authorization, as needed, to process patients for services
• Check in patients using appropriate patient management system
• Explain all required forms to patients and ensure proper completion of all paperwork
• Answer incoming telephone lines and direct the caller accordingly
• Check out patients in appropriate patient management system and distribute records
• File paperwork, medical records, and correspondence
• Maintain inventory of office supplies and printed forms
• Manage dissemination of all paperwork to outside parties including non-injury, custody, and control forms
• Follow HIPAA guidelines and safety rules
• Attend center staff meetings
• Participate in initial and ongoing training as required
• Complete processing of patient referrals including accurate checkout, paperwork processing, patient education, and communication with Client Support Group
• Assist Center Operations Director or other leader in managing daily administrative functions
• Assist in maintaining a neat, clean, and orderly appearance throughout the facility
• Review clinician transcriptions and enter applicable charges via internal charge entry system
• Perform some medical assistant duties such as breath alcohol tests, drug screens, TB skin test reads and/or other duties as assigned/approved by medical leadership

Qualifications

Education Level: High School Diploma or GED

Job-Related Experience

• Customarily has at least one year of clinical operations experience in a medical office or related environment
• Working knowledge of state-specific occupational medicine requirements preferred

Job-Related Skills/Competencies

• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Demonstrated effective communication and interaction with employers, patients, providers and other employees
• Demonstrated ability to maintain working relationship with all levels of employees
• Demonstrated excellent customer service skills
• Demonstrated intermediate knowledge of Microsoft Office such as Word, Excel, Outlook and entry of data into various systems/applications
• Complete understanding and ability to perform in all aspects of front office operations
• Drive to achieve or exceed established service standards
• Working knowledge of state-specific occupational medicine requirements preferred