Medical Office Rep Lead

Job Summary / Purpose

The Medical Office Representative Lead position is the first point of customer service contact for our Resource Center, patients, physicians, other clinic staff, internal and external laboratory and imaging staff, hospital staff, patient family members, and vendors by offering customer service, communications, and appropriate distribution of phone calls and messages. The Medical Office Representative Lead may also perform a variety of other duties including but not limited to collecting and updating demographics and insurance information, verification of health plan eligibility, taking complete and accurate messages, and scheduling mutually acceptable appointment times utilizing an electronic practice management system. The Medical Office Representative Lead may also be asked to perform other clerical duties as needed and requested to support daily clinic operation goals, bench marks, and quality patient care initiatives per departmental guidelines. This position may have access to third party

credit card information and transactional systems (cash registers, point of sale devices, applications supporting credit card transactions, and reports or other documents containing credit card information) from single transactions or a single card at a time.

Essential Function:

• Consistently demonstrates customer service expectations as outlined in the Dignity Health Medical Nevada audit tools.
• Consistently demonstrates competence as outlined in the applicable Dignity Health Medical Group Nevada audit tools and job description.
• Routes, manages, prioritizes, and completes tasks every hour or per specific expectations as outlined by department supervisor.
• Routes appropriate tasks when applicable to the proper individual or group per specific expectations as outlined by department Supervisor.
• Quickly seeks assistance from leadership when unsure of what to do, how to handle a situation, or how to accomplish something.
• When issues arise they are taken care of on the spot and/or escalate as appropriate.
• Problem solves to maximize opportunities and minimize unnecessary steps.
• Demonstrates ability to assess a situation, consider alternatives, and choose an appropriate course of action with limited supervision.
• Coaches and trains staff while providing positive constructive feedback, and communicates with supervisor any areas of concern.
• Keeps supervisor informed of workflow / personnel issues that need attention consistently ASAP.
• Train and meet with staff regarding office procedures at the direction and/or support of the department leader.
• Consistently evaluate clinic flow to ensure breaks/lunches/early leaves to make sure the office is staffed appropriately.

Minimum:

High School GED

Experience:

Six (6) month's experience in an outpatient setting as a Medical Office Receptionist performing similar duties

An equivalent amount of experience in a high-volume customer service role in another industry/environment working with referrals or scheduling surgeries.

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona, and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.