Front Office Lead

Job Description

Job Description

Position Summary/Scope of Responsibility

The Centers for Advanced Orthopaedics LLC (CAO) is one of the nation’s largest Orthopaedics practices, owned and operated by physicians, with over 60 locations across Maryland, Northern Virginia, and the District of Columbia. With approximately 2,000 employees, working in 28 Divisions, CAO is a growing business with revenues of approximately $250 Million. CAO is committed to be the Orthopaedics provider of choice for our patients; partner of choice for payors and health systems; and employer of choice by attracting and retaining a talented workforce.

Under the general supervision of the Front Office Manager, the Front Office Lead specializes in facilitating compliance with established front office processes and workflows that are in line with CAO policies and procedures. The Front Office Lead’s primary duty is to serve as a mentor to front office staff members and manage communication from patients, providers, other staff members, and outside entities.

Primary Responsibilities

The incumbent may be asked to perform job-related tasks other than those specifically stated in this description. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the Mission, Core Values and Operating Principles of CAO.

•Assists in designing, implementing, and managing collaborative processes and workflows to ensure that team members are supported, and all patients are effectively cared for.
•Oversees call queue traffic and data reporting to review with the Front Office Manager.
•Ensures appropriate and professional communications with patients, visitors, physicians, and third-party vendors.
•Serves as a resource to staff by answering questions, assisting with problems, and providing training as needed.
•Ensures all necessary and required forms, questionnaires, and consent to treat forms are being administered and correctly entered by the patient support staff.
•Anticipates and handles any patient requests and satisfy their needs within acceptable guidelines.
•Performs administrative duties such as filing and updating records, among others, as needed.
•Maintains accurate electronic vendor and customer records, invoice copies, and supporting approval and documentation.
•Ensures all appropriate information and documentation to facilitate the payment on a claim is collected and appropriately entered into the EHRS by front desk team members. Including patient chart audits, data input and analysis for quality improvement.
•Maintains high attention to detail in finding errors with invoices and be comfortable working with vendors and/or patients to resolve independently.
•Communicates with co-workers, management, external parties, and others in a courteous and professional manner.
•Performs other duties as assigned.

Required Education and Experience

• High School Diploma or equivalent.
•Minimum of 2 years of Office experience in healthcare or in a related area required, with supervisory experience preferred.
•Proficient knowledge of medical terminology.
•Above average spelling and typing skills needed.
•Proficiency with Microsoft Office suite of products.
•Experience collaborating across multiple functions.
•Experience innovating in a fast-growing work environment and dealing with ambiguity.

Competencies/Required Skills and Abilities

•Strong Interpersonal Skills - Ability to develop relationships and collaborate and influence in a decentralized organization.
•Demonstrated ability to organize, prioritize, and manage multiple tasks in a dynamic environment with a proven track record of results.
•Strong oral and written communication skills with excellent self-discipline and patience.
•Able to work independently.
•Excellent time management, organization, and administrative support skills.
•Must be able to read, write, speak, understand, and communicate in the English language.

Physical Demands

•Must be able to sit for long periods of time and lift up to 50 pounds.
•Must be able to use appropriate body mechanics when making necessary transfers and helping patients with exercises.
•Requires frequent bending, reaching, repetitive hand movements, standing, walking, squatting, and sitting.
•Some heavy lifting, pushing, and pulling exerted regularly throughout a standard work shift.
•Adequate hearing to perform duties in person and over telephone.
•Requires hand-eye coordination and manual dexterity needed to operate a keyboard, medical equipment, fax machine, scanner, photocopier, and telephone.
•Must be able to communicate clearly to patients in person and over the telephone.
•Visual acuity adequate to perform job duties, including reading materials from printed sources and computer screens.
•Requires exposure to communicable diseases, bodily fluids, medicinal preparations, and other conditions common to a clinical environment.