Job Summary:
The Lead Practice Coordinator is responsible for the oversight of the front office daily activities for their assigned practice group locations, ensuring quality customer service to in-person and remote patients and clinicians.
HOURLY PAY: $21.00 - 26.00/hour
LOCATION: Practice Group Offices are located at:
18765 SW Boones Ferry Rd., Tualatin, OR 97062
9600 SW Oak St., Tigard, OR 97223
5 Centerpointe Dr., Lake Oswego, OR 97035
Duties/Responsibilities:
Operational Excellence:
- Create a positive work environment; be a culture carrier and support in-office clinician and staff engagement activities to promote LFST culture, engagement, and connection.
- Conduct schedule preparation process for all patients to ensure paperwork and documentation is complete, credit card on file is - current, demographics are accurate, and chart is prepared.
- General office duties to ensure the practice is running smoothly and prepared for patients and clinicians.
- Monitor Practice Group phone queue operational monitoring to ensure resources are aligned across the group to manage demand of incoming calls, while balancing other duties
- Coordinate efforts across Practice Coordinators to ensure KPI achievement.
- Lead the implementation of new processes at the practice level as they are rolled out by the Practice Group Manager or Clinical Director.
- Fill in gaps for front office staff vacancies as needed to ensure availability of resources to our patients and clinicians.
Patient Support:
- Provide exceptional customer service, responding quickly and appropriately to patient needs, and being prepared to manage potentially difficult or sensitive situations by following Crisis and De-escalation Processes.
- Manage front desk responsibilities including greeting and checking patients in/out in a courteous manner.
- Provide support across Practice Group to patients with requests via phone, email, and/or portal with payment/billing related questions, scheduling needs, release requests, etc.
- Manage any urgent requests; triage patient issues and resolution, i.e., direct to correct departments or escalate for assistance.
- Collect all in-person and telehealth co-payments and account balances at the time of service.
- Complete insurance eligibility verification, reach out to patients to resolve issues as needed.
Clinician Support
- Provide general clinician support – assist clinicians with administrative questions and/or duties such as sending letters, faxes, etc.
- Coordinate with clinicians pertaining to any additional patient questions.
- Support clinician schedules by auditing for appointment accuracy.
Practice Coordinator Support
- Troubleshoot workflow issues and implement workable solutions for Practice Coordinators.
- Lead onboarding and on-the-job job training for new Practice Coordinators joining the organization.
- Ensure front office coverage by managing the Practice Coordinators schedules, timecards, PTO, and PTO requests across the Practice Groups.
- Fill in for any practice coordinator vacancies as needed. Maintain a pleasant, secure, and motivational working environment.
Required Skills/Abilities:
- Ability to multitask and prioritize duties to support delivery of high-quality patient experience.
- Ability to work independently and as a team member.
- Excellent communication skills, both written and verbal.
- Proficient in using Computer Software Applications (Microsoft Office & EMRs)
- Comfortable handling sensitive and confidential Information (HIPAA)
- Flexibility to travel between locations throughout the week
Education and Experience:
- High School or equivalent required, associates/bachelor’s degree preferred.
- 2+ years of demonstrated success in a healthcare operations role or 1+ year exceptional performance in similar role or setting.