Lead Front Office Specialist

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Job description

Overview:
Are you ready to take your career to new heights? At Concentra, you will be a vital member of our patient care team and play a crucial role in providing exceptional care to our patients. Our mission is to improve the health of America's workforce, one patient at a time. Join us at Concentra and see how your clinical competency and compassion can make a meaningful difference in the lives of the patients you serve.

The Lead Patient Service Specialist, under the direction of the Center Operation Director (COD), provides work leadership to colleagues performing front office duties to ensure clinical care is executed and exceptional service is delivered to all customers. The Lead Patient Service Specialist is responsible for completing and/or delegating tasks amongst front office colleagues to remain compliant with policies and procedures as well as support the patient flow. Performs non-routine and complex clerical duties, requiring specific technical and general knowledge of systems and/or procedures. This position ensures that every patient is treated with quality clinical care and is provided a welcoming and respectful experience.

Responsibilities:
Greet patients and visitors

Communicate wait times to patients and direct them accordingly

Obtain authorization, as needed, to process patients for services

Check in patients using appropriate patient management system

Explain all required forms to patients and ensure proper completion of all paperwork

Answer incoming telephone lines and direct the caller accordingly

Check out patients in appropriate patient management system and distribute records

File paperwork, medical records, and correspondence

Maintain inventory of office supplies and printed forms

Manage dissemination of all paperwork to outside parties including non-injury, custody, and control forms

Follow HIPAA guidelines and safety rules

Attend center staff meetings

Participate in initial and ongoing training as required

Complete processing of patient referrals including accurate checkout, paperwork processing, patient education, and communication with Client Support Group

Assist Center Operations Director or other leader in managing daily administrative functions

Assist in maintaining a neat, clean, and orderly appearance throughout the facility

Review clinician transcriptions and enter applicable charges via internal charge entry system.

Perform some medical assistant duties such as breath alcohol tests, drug screens, TB skin test reads and/or other duties as assigned/approved by medical leadership

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications:
Education Level: High School Diploma or GED

Job-Related Experience

Customarily has at least one year of clinical operations experience in a medical office or related environment

Working knowledge of state-specific occupational medicine requirements preferred

Job-Related Skills/Competencies

Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility

Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions

Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism

The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies

Demonstrated effective communication and interaction with employers, patients, providers and other employees.

Demonstrated ability to maintain working relationship with all levels of employees.

Demonstrated excellent customer service skills

Demonstrated intermediate knowledge of Microsoft Office such as Word, Excel, Outlook and entry of data into various systems/applications

Complete understanding and ability to perform in all aspects of front office operations

Drive to achieve or exceed established service standards

Working knowledge of state-specific occupational medicine requirements preferred

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