Front Office Lead, Jewish Hospital, 5a-2:30p

Front Office Lead

Position Summary and Purpose The 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 policies• Supervises 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 needed• Assists 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 procedures

Other 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 times• Maintains compliance with all company policies, procedures and standards of conduct• Performs other duties as assigned

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 arise• Demonstrates 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 organization• Demonstrates 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 events• Able to assist others in developing critical thinking skills

Computer 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 times• Adheres to organizational and department specific safety standards and guidelines• Works collaboratively and supports efforts of team members• Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community

UofL 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 spirit• Ensuring the highest quality of care for those we serve• Working together as a team to achieve our goals• Improving 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 wisely• Understanding how each of our roles contributes to the success of UofL Health