Front Office Team Lead at La Clinica Del Valle

Medford, Oregon, United States -

Full Time

Start Date

Immediate

Expiry Date

06 May, 26

Salary

0.0

Posted On

06 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Communication, Operational Efficiency, Customer Service, Quality Improvement, Compliance, Risk Management, Budgeting, Scheduling, Problem Solving, Interpersonal Skills, Electronic Health Records, Training Development, Staff Development, Patient Care, Community Health

Industry

Wellness and Fitness Services

Description

Front Office Team Lead Birch Grove Health Center Full Time | Salary We’re committed to compassionate care for all. Our patients. Our employees. You. At La Clinica, we love our patients and enthusiastically treat them with the same care, respect, and dignity that we would our friends, family, and neighbors because that's who they are. If this appeals to you, La Clinica might be the right place to build your career. We’re looking for the right team members to treat our patients with this level of care. We extend our commitment to compassionate care to our employees as well. We invest in our employees' lives through competitive pay, comprehensive benefits packages, easy access to wellness, personal and professional development workshops, and a focus on healthy work-life harmony. Check out our careers page to learn more about why our employees love working at La Clinica The Front Office Team Lead plays a key role in overseeing day-to-day operations, driving high-quality patient care and ensuring team performance excellence. This leader will manage clinic staff schedules, optimize provider time and maintain effective communication within the organization. This role involves supervising, coaching and developing the team, fostering a positive customer service culture utilizing SERVE standards, and identifying opportunities for operational improvement. The Front Office Lead also serves as the liaison to the other health center leadership. Accountabilities Include: Performs Essential Job Duties Team Leadership and Development * Lead, coach and develop the care team to meet performance goals and foster a culture of continuous improvement. * Complete performance evaluations for staff, ensuring timely and fair reviews in line with organizational policies. * Communicate the organization's mission, values, and expectations clearly to staff and patients * Develops and implements competency-based training and education plans to ensure staff maintain current knowledge and skills. * Participate in hiring and onboarding decisions in partnership with the Practice Manager to ensure team alignment and capacity. * Support retention strategies and participate in staff development programs to enhance career growth and reduce turnover. Key Performance Indicators Team Leadership and Development: * Staff engagement scores, performance review outcomes, turnover rates, new hire retention competency assessment scores, exit interview insights. Operational Efficiency and Scheduling * Collaborate with clinical and operational teams to streamline appointment scheduling, patient flow, and rescheduling processes. * Ensure timely completion and notification to staff of schedules and coordinate coverage proactively. * Supports day-to-day operational coverage as needed. * Review and manage care team templates in Epic to ensure accurate appointment scheduling, optimize clinical and administrative efficiency, and support continuity of care utilizing organizational best practices. * Lead meetings and projects focused on scheduling and workflow improvements. Key Performance Indicators Operational Efficiency and Scheduling: * Patient wait time, slot utilization rates, reschedule rates, No show rates, project milestone completion rates. Patient Experience and Quality of Care * Ensure high quality customer service and interactions with patients, staff and external partners. * Monitor and improve performance on key patient communication tools. (e.g., in-basket, Artera, Care team line) and patient callbacks. * Support site compliance with special programs (e.g. grants, state or privately funded, community funded, certification entities), ensuring care team and workflows meet program standards. * Participate in and lead quality improvement initiatives to advance patient experience and service delivery. Key performance indicators patient experience and quality of care: * Patient satisfaction scores, complaint resolution time, message response times, call wait times, call abandonment rate, certification compliance, best practice assessment scores. Compliance, Risk, and Regulatory Oversight * Maintain compliance with privacy standards and organizational policies. In all clinical and administrative activities. * Manage risk related concerns, ensuring resolution, alliance with standards and timelines. * Participate in risk assessments, compliance audits, and corrective action planning to address gaps. * Track and audit staff quality assurance measures, addressing any deficiencies through coaching and retraining. Key performance indicators, compliance, risk and regulatory oversight. * Best practice assessment results, training completion rates, audit pass rates. Strategic and Financial Alignment: * Contribute to budgeting discussions and help track key financial metrics such as patient volume, revenue impacts, and operational costs. * Use data to drive decision making and support operational enhancements. * Provide insights into staffing strategies and assist with workforce planning. * Participate in initiatives aimed at enhancing operational efficiencies and aligning team performance with broader organizational goals. Key performance indicators, strategic and financial alignment: * Budget variance, patient visit targets, staffing ratios, FTE optimization. Other: Qualifications:  Must be able to interact with a variety of individuals at various levels under stressful circumstances while exercising sound judgement, tact, and diplomacy; work productively both independently and in a team setting; communicate with clarity, both verbally and in writing to groups and individuals, be an exceptional listener, and be flexible and adaptable within a fast-paced primary care setting.    Education and/or Experience: Required: * High school diploma or general education degree (GED) * Three to five years of experience in medical office * Medical supervisory experience * Related experience in a Community Health Center(s) * Experience in one of the following areas: Medical assisting, front desk, behavioral health, clinical services, nursing. * Excellent interpersonal communication and problem-solving skills * Skills to intervene and promote reconciliation, compromise and positive outcomes in difficult interactions * Skilled at using electronic health records as applicable to area of work (EPIC) Preferred: * Associates degree in related field * CCMA or CPT * Basic knowledge of adult learning models Language Skills:  Must have the ability to communicate with clarity, both verbally and in writing; read, analyze, and interpret complex documents, regulations, policies, and procedure manuals; and create professional business documents. Preferred bilingual English/Spanish.   Why Join Us?  * Competitive salary and benefits package * Opportunity to lead a dedicated and professional front office team * Supportive and patient-centered work environment * Make a positive impact on patient experiences and office operations If you’re passionate about leading a healthcare team and dedicated to delivering excellent patient care, we’d love to hear from you.      Equity Statement:   At La Clinica, we commit to engage everyone in a welcoming, respectful, and loving way and to maintain the dignity and value of all people above everything else. These standards align with our organization’s vision of absolute excellence, open-hearted community, and well-being for all.    For more information, please visit our website at: https://laclinicahealth.org/patients/approach/ [https://laclinicahealth.org/patients/approach/]   Applications will be reviewed by the appropriate Department for interview; those selected must be able to provide proof of legal right to work in this country. Criminal history background check and pre-employment drug screen will be performed prior to any job offers. La Clinica is a drug free work environment. Equal Opportunity Employer. La Clinica complies with the Americans with Disabilities Act. If you consider yourself disabled and desire assistance in the application process, please contact the Human Resources Department.

Responsibilities

The Front Office Team Lead oversees daily operations, ensuring high-quality patient care and team performance. This includes managing staff schedules, optimizing provider time, and fostering a positive customer service culture.