Front Desk Lead

Shenandoah Community Health (SCH) is a Federally Qualified Health Center whose mission is to provide access to healthcare by reducing barriers to care. Our coordinated range of services includes primary care, women's health, behavioral health, oral health, HIV case management, pharmacy, lab, radiology, and a variety of support services. SCH also offers interpretation services for patients whose primary language is not English. Working at SCH is more than just a job, it is an opportunity to impact the lives of the people living in our community. Come join our team! To learn more about SCH, visit www.shencommhealth.com.

Job Summary:

Under the direct supervision of the Front Desk Manager, the Front Desk Lead is responsible for the oversight of administrative services in the respective practice site. This position requires full understanding and active participation in fulfilling the mission of the organization. It is expected that the employee demonstrates behavior consistent with the core values and support Shenandoah’s strategic plan. Works closely with the Front Desk Manager and ensures strategic goals are followed through. Supports the team and facilitates implementation of all Front Desk duties.

Expectations:

It is the expectation that the Front Desk Lead will work diligently with the Front Desk Manager to meet goals and achieve success with emphasis on patient satisfaction. The Lead will collaboratively work alongside non-clinical staff and is responsible for ensuring all administrative duties are completed, while focusing on outstanding customer service that will promote the health and well-being of Shenandoah’s patients.

Front Desk Lead Duties:

Administrative:

• Prepare reports and ensure that all confirmation calls, insurance verifications, and employee batches are correct.
• Provides objective and honest feedback from Front Desk staff to the Manager, so 30-day, 90-day and annual evaluations can be completed as required by Human Resources.
• Responsible for making direct contact with the Front Desk Manager when calling in due to illness or emergency.
• Will ensure all Front Desk staff are asking all patients for identification, leading to excellent patient safety.
• Will ensure that all patient co-pays are being collected to increase patient revenue.

Leader Amongst Peers:

• Responsible for the direct oversight of the Front Office Staff in the absence of the Front Desk Manager.
• Responsible for effectively managing staffing needs in the absence of the Front Desk Manager.
• Responsible for following through the day-to-day operations of the Front Office.
• Collaborate with Front Office Manager to identify operational problems and strives to resolve these in a professional and timely manner.

Daily/Routine Task:

• Responsible for monitoring of patient flow at the front office.
• Responsible for monitoring patient cycle times on a daily, consistent basis and identifies potential inefficiencies requiring analysis. Discusses inefficiencies with Front Desk Manager to determine and implement resolutions.
• Responsible for interacting with patients assuring excellent customer service is provided.
• Responsible for adhering to the dress code, is professional, courteous, and punctual.
• Responsible for assuring staff are not involved in “social networking: such as texting, cell phones, twitter, Facebook, internet usage, etc. during work hours.
• Responsible for helping with proper daily staffing during vacancies and staff shortages.
• Expected to maintain a working relationship with supervised staff and have the ability to discuss employee behaviors and performance in a professional and supportive manner in the absence of the Front Desk Manager.

Qualifications:

• Willingness to learn, attention to detail, respectful, cooperative, possess good listening and communication skills, initiative, punctuality, dependable and be receptive to new ideas.
• High School Diploma required.
• Must possess a strong ability to operate with a high level of independence.
• Strong leadership skills and focus on excellent customer service.