Lead, Front Office

at  UofL Health

JOB SUMMARY

Responsible for overseeing the duties of staff at the front office and call center. The duties will include: check- in and check-out, call center, scanning and filing in electronic medical records, appointment scheduling, referral process to specialists, release of medical records, and HIPAA. Ensure responsibilities are carried out with accuracy and timeliness.

MINIMUM EDUCATION & EXPERIENCE

• High School Graduate or GED
• Four years or more experience in a medical front office.
• Additional experience may be substituted for advanced educational requirement.
• Supervisory experience.
• Experience with electronic health records such as AllScripts and GE Centricity is a plus.

KNOWLEDGE, SKILLS, & ABILITIES

• Initiative, communicator, problem solver
• Proactive - anticipates and plans for problems before they arise
• Service Excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information
• Organized – manages time effectively, keeps tasks appropriately prioritized
• Flexible – ability to change directions as needed for the good of the department or organization
• Critical Thinking – ability to think through issues and identify appropriate options
• Work Ethics – motivated, diligent, industrious and persistent in the workplace, stays on tasks to completion, works at a fast pace to ensure optimal efficiency
• Interpersonal – can build effective, strong working relationships with employees, colleagues, management and vendors through trust, communication, and credibility
• Team – ability to work with others, serve others, help others, lead others, mentor others, take directions from others in the interest of moving process and programs forward to the desired outcome.
• Emotional Intelligence – ability to not take issues personal, see the big picture in emotionally charged situations and respond in a mature, professional, composed manner
• Self-Awareness – ability to reflect, understand limitations, and seek appropriate assistance and guidance
• Judgment – exercises discretion and due diligence when making decisions and recommendations
• Quality – is able to perform work in a neat, efficient, well-coordinated, well communicated manner with a high degree of accuracy and professionalism
• Presentation – can speak in front of people to deliver necessary material or messaging
• Ability to influence professionals of senior management level.
• Solid sense of confidentiality and discretion.
• Exceptional interpersonal, leadership, and communication skills
• Knowledgeable in HIPPA Compliance and Privacy Rules

• Supervision of front office staff that is responsible for check in and check out of patients, scheduling of patient appointments, specialty referrals, hospital tests and orders.
• Supervise call center staff that will be handling calls requesting appointments with many physicians. Assure staff is trained to answer appropriately, and following all scheduling protocol.
• Approve time off requests prior to staff submitting to Medical Office Manager on ADP time keeping.
• Will enter physician schedules into Centricity and create templates.
• Manage rotation schedules for check in, check out and call center staff.
• Hold meetings monthly or as needed with staff.
• Adheres to HIPAA guidelines and ensures the same from the front office and call center staff. Reads, acknowledges and follows updates to policies and procedures.
• Other duties as assigned.