Medical Receptionist Team Lead

Medical Receptionist Team Lead– UBMD Ophthalmology

Full-Time | Onsite

Practice: UBMD Ophthalmology / Ross Eye Care Institute
Pay Range: $19–$21 per hour
Work Location: In person

Position Summary

The Medical Receptionist/ Call Center Representitive Team Lead position is responsible for providing leadership to reception staff as well as medical reception support.

Key Responsibilities

• Oversees receptionist and call center staff to ensure that job responsibilities are met and maintained and company policy is followed. Ensures that all Medical Receptionist staff is providing exceptional and professional service to all patients on the phone or in person.

• Identifies and offers solutions regarding issues that impact performance of medical reception staff and patient care.

• Provide daily support to team members and promote positive work environment that encourages team work and collaboration.

• Is responsive to practice policies, priorities and the changing needs of the organization. Re-allocates responsibilities when necessary.

• Ensures proper staffing level and coverage by overseeing reception schedule, hours, lunches, and PTO requests.

• Fosters positive work environment through teamwork; leads by example.
• Meets quarterly with direct reports.

• Implements processes necessary to optimize efficiency and holds team members accountable for following established processes.

• Participates in setting and monitoring team member goals; identifies potential barriers and takes action.

• Performs ongoing system audits to determine established standards are met; implements corrective measures when necessary.

• Leads the development, improvement, and communication of SOPs for key areas.

Medical Receptionist

• Welcomes all patients and visitors by greeting patients and visitors in person or on the telephone. Comforts patients by answering questions, providing information, and keeping the reception area in order.

• Schedules patient appointments in accordance to patient need and physician direction and availability.

• Maintains patient accounts by obtaining, recording, and updating personal and financial information at check-in and in accordance to practice guidelines and obtains revenue by recording and updating financial information and collecting any appropriate charges.

• Maintains registration flow by efficiently moving patients through the registration process and readying them for clinical staff by use of Centricity & MEDFLOW systems. Communicate all add-ons, delays, cancellations, and "no-shows" to Clinical Coordinator.

• Protects patients' rights by maintaining confidentiality of personal and financial information.

• Maintains operations by following policies and procedures and reporting needed changes.

• Handles administrative tasks as required.

Qualifications

• High school diploma or GED required.

• Minimum of 1 year of relevant experience and/or training, or equivalent combination of education and experience.

• Strong knowledge of administrative and clerical procedures.

• Ability to manage, motivate, assess, and coach staff.

• Proficient in computers and relevant software applications and practice management technology.

• Knowledge of customer service principles and practices.

• Possession of strong problem solving skills and sound judgment.

• Ability to achieve team goals while demonstrating organizational values and utilizing resources responsibly.

• Ability to be proactive and take initiative.

• Exhibit high level of quality through attention to detail and monitoring of work.

• Ability to collaborate across departments and build effective relationships with internal and external customers to achieve goals.

• Possession of strong organizational skills.

• Excellent verbal and written communication, as well as, exceptional interpersonal communication skills.

• Ability to work independently on assigned tasks as well as to accept direction on given assignments.

• Deals with confidential information and/or issues using discretion and judgment.

Preferred Experience

• Prior administrative experience in a private medical office.

• Customer service experience.

Supervision Exercised

• Supervise defined group of Medical/ call center staff.

Work Environment and Physical Demands

• Work is performed in an office setting.

• Must be able to work at alternative Ross Eye Institute locations as needed.

• Physical demands of position: sitting, standing, walking, typing, phone communication, face to face conversation.

Why You’ll Love Working Here

• Competitive hourly pay

• Comprehensive benefits package

• Supportive, team-oriented work environment

• Opportunity to build a career within a respected academic medical practice