Front Desk Patient Experience Lead

Job Description

Job Description

Description:

Who We Are

At AVP•SEES Group , exceptional patient care starts with exceptional people. As one of the largest eye care networks in the Southeast and Mid-Atlantic, we provide our teams with the training, technology, and support they need to thrive while making a difference in patients' lives. Together, we're building the future of eye care.

Our Mission

To deliver the best possible outcomes for our patients, serve and educate our provider network, and fulfill our commitment to our stakeholders.

Why Join Us?

· Paid Training & Career Development

· Growth & Advancement Opportunities

· Supportive Team Environment

· Competitive Benefits Package

· Tuition Reimbursement Opportunities

· Employee Eyewear Discounts

· Referral Bonus Program

· Make a Meaningful Difference Every Day

About the Role

The Patient Experience Lead is responsible for overseeing front desk operations in the ophthalmology practice, ensuring a seamless and exceptional patient experience. This person leads by example and serves as the primary point of contact for the front desk staff, providing guidance, training, and support while working closely with the Practice or Clinical Manager to optimize efficiency and service quality. The Patient Experience Lead plays a critical role in fostering a patient-centric culture and ensuring operational excellence at the front desk.

What You'll Do

• Advanced Patient Care Coordination
• Leads and mentors the Patient Experience Coordinator I and II team members by example.
• Ensures smooth and efficient front desk operations, including patient check-in/check-out, scheduling, and insurance verification.
• Assists in the development and implementation of front desk policies and procedures to enhance workflow and patient satisfaction.
• Acts as the primary point of escalation for front desk issues, efficiently resolving patient concerns and operational challenges.
• Collaborates with the Practice Manager to identify areas for improvement and implement best practices.
• Monitors front desk performance metrics, ensuring adherence to key performance indicators (KPIs) such as wait times, patient satisfaction, and schedule utilization.
• Maintains strong knowledge of insurance policies, prior authorizations, and payment collections to assist in patient education and front desk support.
• Ensures compliance with HIPAA, OSHA, and company policies to maintain a safe and confidential environment.
• Coordinates staffing and shift coverage to ensure front desk operations run smoothly.
• Acts as a liaison between front desk staff and management, effectively communicating updates, concerns, and process improvements.
• Demonstrates intricate knowledge of all front desk duties.
• Addresses and resolves complex patient concerns or complaints, working directly with patients and medical staff to find solutions that align with company policies and patient needs.
• Leads the efforts to ensure patients receive clear and thorough explanations of their care plans, procedures, and post-care instructions, acting as their advocate throughout their journey.
• Assists in providing exceptional care by ensuring timely and accurate appointment scheduling, ensuring patients are well-informed about their visit times, and any needed documentation for their appointments (ex: insurance cards, copays, existing patient balances, etc.)
• Ensures smooth patient registration by performing all needed pre-registration tasks.
• Accurately collects and verifies patient information during check-in, ensuring that all forms, insurance details, and personal data are completed correctly and securely.
• Ensures 20/20 Patient Experience by:
• Anticipating patient’s registration and billing needs,
• Anticipating patient’s needs, such as water, snacks, etc.
• Providing consistent customer care

Other Responsibilities

• Demonstrate a strong commitment to confidentiality, ensuring that all patient information is protected and handled in compliance with applicable regulations.
• Provide general support to Patient Experience teams, contributing to the continuous improvement of patient care practices.
• Strong attention to detail, ensuring accurate record-keeping and documentation.
• Participate in all required trainings and employee engagement activities.
• Proficient with Microsoft Office Suite or related software
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.

What You'll Bring

• Metrics and Certifications to Qualify for Advancement to Tier II:
• At least 1 year as a front desk teammate at SEEMS or 2 years of experience at an external company with relevant experience.
• One of the following may be obtained in leu of experience: Certified Healthcare Access Associate (CHAA) or Certified Patient Service Specialist (CPSS). Certification must be passed on to the local management team.
• Completion of at least 10 qualifying SEEMS Advancement Credits every 24 months.
• Demonstrate a comprehensive knowledge of all daily front desk duties. This must be signed off by your regional Training and Development Leader. Proactive- Keep others informed. Ask for help when needed, brings any challenges or concerns to leadership.
• Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.??
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork- Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change- Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude – Consider how your actions and behavior influence or affect others, and how this will impact your future growth in the company.?
• Continues Learning and Improvement- Acknowledges own strengths and development needs and works to strengthen capabilities.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Patient Experience – Understanding and anticipate the patient’s needs. Proactively strives to exceed our patient’s expectations and provide ongoing education and communication.
• Proactive- Keep others informed. Ask for help when needed, brings any challenges or concerns to leadership.
• Analytical mind- capable of out-of-the-box thinking to solve problems.
• Professionalism- Displaying cautious, helpful, and ethical behavior. Maintaining composure even under difficult and challenging circumstances.
• Excellent Communication Skills – written & verbal. Focus on becoming an active listening to better understand the needs of co-workers and patients.
• Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork- Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change- Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude – Consider how your actions and behavior influence or affect others, and how will this impact your future growth in the company.
• Continues Learning and Improvement- Acknowledges own strengths and development needs and works to strengthen capabilities.

OWNERSHIP SKILLS:

• Help foster a positive workplace environment that encourages accountability, collaboration, and transparency.??
• Self-awareness; understanding your learning style and personality traits. Focus on your strengths rather than your weaknesses.?
• Pride in one’s work by asking questions when needed, providing feedback, and completed job tasks in a timely manner.?
• Aligning job responsibilities and projects with the company’s goal and mission.?
• Pro-active measures in daily work that anticipates problems and develops solutions.?
• Ask for clarification when needed. Work in an organized and structured environment to minimize stress during busy workdays.?
• Confidence to express ideas and solutions during meetings or projects. Openness to other employee’s opinions and feedback.?
• Establish performance goals and align personal interest and career aspiration with new tasks and responsibilities.
• Offer solutions to problems rather than presenting issues.
• Ask for constructive feedback regarding job performance.???
• Share responsibility for actively maintaining "workload items" for clinical and support buckets.

Compensation

Pay Range: $18hr-$23hr

Actual compensation is determined based on qualifications, experience, certifications, internal equity, and business needs.

Benefits May Include:

• Medical, Dental & Vision Insurance
• 401(k)
• Paid Time Off & Holidays
• Life & Disability Insurance
• Tuition Reimbursement
• Continuing Education Support
• Certification Sponsorship
• Employee Eyewear Discounts
• Referral Bonus Opportunities

Ready to Join Our Team?

If you're passionate about patient care, professional growth, and making a lasting impact, we'd love to hear from you. Apply today and help us build the future of eye care.

Additional Information:

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position, with or without reasonable accommodation.

• Ability to remain stationary for extended periods
• Frequent use of hands, fingers, and computer equipment
• Ability to communicate effectively with patients and team members
• Ability to occasionally lift, carry, push, or pull up to [XX] pounds

Compliance Requirements

• Annual compliance training is required.
• Compliance with HIPAA, OSHA, and company policies is required.
• Background screening may be required based on position.
• Drug screening may be required based on position and location.

Equal Employment Opportunity

AVP•SEES Group is an Equal Opportunity Employer committed to fostering an inclusive workplace. We provide equal employment opportunities to all applicants and employees without regard to any protected characteristic under federal, state, or local law.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and qualifications required for the position.