Front Desk/Reception-Customer Service Team Lead & Trainer

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Front Desk/Reception-Customer Service Team Lead & Trainer

Location:

Klamath Falls, OR

Description:

Klamath Orthopedic Sports Medicine Clinic Customer Service Team Lead & Trainer POSITION SUMMARY The position is responsible for leadership and training of front desk staff to create a conducive working environment bringing their best to the table to achieve maximum results. LEAD FUNCTIONS - PRINCIPAL DUTIES AND RESPONSIBILITIES Provide direction to team members to ensure that all patient inquiries are rightfully attended to on time and in the best way possible Create and improve Standard Operating Procedures to maximize the customer service experience for team members, patients, and providers Delegate department duties to team members to ensure a faster and smoother flow of operation Provide detailed feedback on job performance of team members to management staff and assist in performance evaluations Identify strengths and weaknesses of team members and provide coaching and training to strengthen job performance and skills Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and patient satisfactions Resolve complaints and settle patient grievances that may arise and elevate to appropriate management manager as deemed necessary Motivate, coach, inspire, train, and direct teammates on best practices to relate to customers as they attend to their needs Assist management with hiring new customer service staff Perform job performance audits and reports findings to supervisor Coordinate workflow with other department leads to ensure changes to processes are nondisruptive between departments Create, implement, and maintain current and effective training manuals for department staff Perform the role of front desk staff when coverage is needed Performs other tasks as instructed by management CUSTOMER SERVICE ESSENTIAL FUNCTIONS - PRINCIPAL DUTIES AND RESPONSIBILITIES: Maintains regular attendance Provide excellent customer service and serve as the first point of contact to patients and to the public in person or by phone Navigate multiple data systems to research and/or record pertinent patient information into electronic health records and other support service platforms in compliance with clinic policies Operate multi-line telephone system; route calls and respond to general inquiries Register patients and insurance information with a high level of accuracy Schedule patient appointments to various provider schedule templates ensuring the patient account contains current and correct demographics, valid authorization, and appropriate referral Inform patient of documents or health history required at time of appointment Provide patient with necessary paperwork either in person or by mail In preparation for next-clinic appointments, review patient chart for accurate scheduling, add notes, import needed documents and/or or contact patients when authorization, referrals or other information is lacking Adjust daily provider schedule to ensure accuracy in scheduling and visit preparedness Contact patients to confirm next day's appointments Perform check-in processes at time of patient arrival, collect and/or assist with paperwork Accurately update patient demographics and insurance information after collecting insurance cards, workers' compensation paperwork, motor vehicle information and photo identifications Collect copays and balance payments as appropriate Contact patients to facilitate visit rescheduling as provider schedules change Communicate with patients and referring providers electronically, via fax and/or phone to schedule patients referred for specialty care Reconcile daily front desk deposits to include balancing and counting cash to ensure no discrepancies remain unresolved Practice confidentiality and privacy protocols in accordance with Clinic policies and HIPAA requirements Maintain organization in patient waiting areas, office files, and at the reception desk Exercise problem-solving and conflict resolution skills when handling patient complaints and direct to appropriate designated office personnel as needed Attend scheduled department and clinical meetings Additional responsibilities as needed by and in support of Klamath Orthopedic Clinic Knowledge, Skills and Abilities: Ability to prioritize and multi-task Easily adapts to change Receptive to feedback Thrives in a fast-paced environment Outgoingly friendly and compassionate Enjoys teamwork and collaborative environment Problem-Solver, solution-seeking mindset Strong emotional intelligence and positive attitude High level of personal accountability and integrity Aptitude to learn and passion to serve others Strong computer skills Exceptional customer service skills, highly organized and detail oriented Knowledge of medical insurance as it relates to medical practices EDUCATION AND EXPERIENCE: High school diploma or GED required. Associate or bachelor's degree a plus. 1-year customer service experience. Experience in a medical office setting preferred, but not required. SUPERVISION EXERCISED : This position has no supervisory responsibilities. WORK ENVIRONMENT & PHYSICAL DEMANDS : Work is performed in a clinic and office setting. Must be able to sit, stand, and walk for long periods of time. Ability to accurately type, write, and use general office equipment is necessary. Extensive telephone communication is required. Must be able to lift 25lbs Job Posted by ApplicantPro

Company:

Klamath Orthopedic Clinic

Posted:

January 25 on ApplicantList

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Front Desk/Reception-Customer Service Team Lead & Trainer | Customer Service Representative, C1

Front Desk/Reception-Customer Service Team Lead & Trainer

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