Front Desk Lead, Medical Center East, ENT, 8a-5p

Primary Location:

JHHS - Med Center East - ULP - CMG

Address:

3920 Dutchman Lane Louisville, KY 40207

Shift:

First Shift (United States of America)

Job Description Summary:

About UofL Health:UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehab Institute and Brown Cancer Center.With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofL Health is focused on one mission: delivering patient-centered care to each and every patient each and every day.

Job Description:

Position Summary and PurposeThe Front Office Lead is responsible for overseeing the duties of staff at the front office including check-in, check-out, scanning and filing electronic medical records, appointment scheduling, referral process to specialist (if applicable) and appropriate release of medical records.  The lead will ensure that responsibilities are carried out with accuracy and timeliness.

Essential Functions:Under the direct supervision of a Practice Manager, this position provides coordination and administration of front office activities, and: 

    Supervises front office staff responsible for check-in and check-out of patients including scheduling of appointments, collecting payment and benefit verification on all patients in accordance with practice policiesSupervises staff handling appointment request calls and assure staff is trained in answering phones appropriately and following all scheduling protocols

    Enters physician schedules into EPIC and create templates, as neededAssists practice manager with monthly and ad hoc meetings with staff

    Ensures adherence to HIPAA guidelines and ensures compliance from all front office; ensures all front office staff members read, acknowledge and follow updates to policies and proceduresOther Functions:Works with practice manager to facilitate training of new hires and complete other training initiatives

    Complies with HIPAA privacy and security requirements to maintain confidentiality at all timesMaintains compliance with all company policies, procedures and standards of conduct

    Performs other duties as assigned

Additional Job Description:

Job Requirements(Education, Experience, Licensure and Certification)Education:High school diploma or GED/Equivalent (required) Experience:     Two (2) years of medical office experience (required)Four (4) years of office experience or customer service experience (preferred)Job Competency:Knowledge, Skills, and Abilities critical to this role: 

    Demonstrates initiative and displays strong problem solving and critical thinking skills– able to think through issues and identify appropriate options; works proactively by anticipating and planning for problems before they ariseDemonstrates service excellence by being responsive, informing constituents of process, being pleasant to work with, educating and providing timely, accurate information

    Demonstrates organizational skills by managing time effectively, keeping tasks appropriately prioritized and changing directions as, needed, for the good of the department or organizationDemonstrates a strong work ethic – motivated, diligent, industrious and persistent in the workplace, stays on tasks to completion, works at a fast pace to ensure optimal efficiency

    Strong interpersonal and communication skills– can build effective, strong working relationships with employees, colleagues, management and vendors through trust, communication, and credibility 

Language Ability: Must be able to communicate effectively in both verbal and written formats

Reasoning Ability:      Ability to break down problems or tasks; using prior knowledge and experience to identify causes and consequences of eventsAble to assist others in developing critical thinking skillsComputer Skills: 

    Basic Microsoft Office skills (Word, Excel)Experience with electronic medical records, EPIC preferred

    Must have the capacity to learn other relevant systems and databases, as needed.Additional Responsibilities:Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times

    Maintains confidentiality and protects sensitive data at all timesAdheres to organizational and department specific safety standards and guidelines

    Works collaboratively and supports efforts of team membersDemonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care communityUofL Health Core Expectation:At UofL Health, we expect all our employees to live the values of honesty, integrity and compassion and demonstrate these values in their interactions with others and as they deliver excellent patient care by:

    Honoring and caring for the dignity of all persons in mind, body, and spiritEnsuring the highest quality of care for those we serve

    Working together as a team to achieve our goalsImproving continuously by listening, and asking for and responding to feedback

    Seeking new and better ways to meet the needs of those we serve Using our resources wiselyUnderstanding how each of our roles contributes to the success of UofL Health