Patient Operations Lead (LB)

MISSION, VISION, AND VALUES

Our mission is to provide quality, comprehensive healthcare and supportive services to those in our community. Our vision is "Improving the Health and Well Being of our Community." Our Core Values consist of Integrity, Compassion, and Excellence. Employees must possess a strong commitment to the mission, policies, goals and philosophy of Harbor Community Health Centers.

JOB SUMMARY

This position is responsible for ensuring that all patient interactions/experiences are successful by providing excellent customer service. The Patient Operations Lead is primarily responsible for the day to day operation of the front office for a clinic location and overall administrative and billing support for the health center(s).  

ESSENTIAL DUTIES & RESPONSIBILITIES                                                                                                                 

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities may include but are not limited to:

• Respond to and address emails and other electronic messages in a timely manner.
• Verify and ensure eligibility and insurance are completed for all patient visits.
• Ensure patient demographics and insurance information are accurate and complete in the EHR.
• Scrub provider schedules daily to verify accuracy, reason for visit, duplicate appointments, and appropriate time slots.
• Conduct chart audits, reviewing for duplicate or incorrect appointments.
• Greet and acknowledge patients and visitors with professionalism, respect, and a calm demeanor.
• Ensure accurate and timely patient check-in and check-out processes.
• Ensure all patient registration forms are completed, scanned, and uploaded into the patient chart.
• Verify and update demographics and insurance as needed.
• Handle monetary transactions (cash, credit, or debit) for copays and self-pay patients.
• Collect, store, and process all required Sliding Fee program documentation according to policy.
• Ensure all Meaningful Use data is obtained, updated, and verified in the EHR daily.
• Maintain department policies and ensure procedures meet HIPAA compliance and current industry standards.
• Train, mentor, and monitor new Patient Experience Specialists to ensure quality performance and adherence to standards.
• Provide ongoing support and guidance to front office staff.
• Assist managers in maintaining front office workflows, standards, and quality benchmarks.
• Be prepared to assist in the resolution of patient and/or staff issues promptly and professionally.
• Ensure excellent customer service is consistently provided by all front office staff.
• Inventory and order office supplies to ensure the front office is appropriately stocked.
• Participate in internal and external audits and assist with related projects when necessary.
• Monitor and address tasks in HarborCHC’s patient communication platforms according to established procedures.
• Maintain department metrics and ensure adherence to call handling standards (e.g., call wait times and call duration) when stepping in to support the call center.
• Answer phones and address patient concerns professionally, following up with proper documentation and notes in the EHR when assisting the call center.
• Deliver messages and route calls from patients to the appropriate staff, ensuring accuracy and timely follow-up.
• Effectively de-escalate patient complaints in person or over the phone using a calm and professional tone.
• Demonstrate understanding of EHR scheduling processes and follow scheduling rules for efficiency and maximization of visits.
• Convey practice protocols and policies effectively to patients and callers.
• Maintain accurate documentation and follow established workflows for all assigned tasks.
• Perform other administrative or operational duties as directed to support Harbor Community Health Centers’ mission and values.

Key Competencies:

• Committed to providing an exceptional experience in all interactions
• Ability to understand and manage patient appointment schedules in order to optimize patient flow and provider/staff productivity.
• Must have strong analytical and problem solving skills.
• Must have proficient computer skills including Microsoft Office abilities, with intermediate Excel skills.
• Must have the willingness and ability to adapt to change including advances in technology.
• Ability to handle multiple tasks and be highly organized and detail-oriented.
• Committed to the mission of Harbor Community Clinic.

QUALIFICATIONS

Minimum required education, experience and/or training:

• High school diploma or equivalent. 
• Minimum of 3 years’ experience in a medical front office position.
• Have proficient knowledge of insurances (Medi-Cal, Family PACT, CHDP, MediCare, Denti-Cal, HMOs). 
• Bilingual English/Spanish.
• Current Basic Life Support (BLS) Certification by the American Heart Association.
• Experience with electronic health records (EHR), eClinicalWorks preferred.
• Experience at Federally Qualified Health Center required.
• Must have a high level of accuracy, excellent analytical, problem solving and time management skills, and possess strong organizational skills.

EXPECTATIONS

• Adheres to all HCHC Policies and Procedures
• Observes all policies and procedures for use of time-keeping system, including attendance, tardiness, proper clocking procedure, overtime authorization, and that employee nametag is clearly visible
• Conducts self in a manner that HCHC’s core values at all times
• Maintains a positive and respectful attitude with all work-related contacts
• Communicates regularly with his/her immediate supervisor about Departmental and Harbor Community Health Centers concerns
• Consistently reports to work prepared to perform the duties of the position
• Meets productivity standards and performs duties as workload necessitates

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust.

HOURS OF OPERATIONS

HarborCHC is open Monday-Thursday 7:00am-7:00pm, Friday 8:00 am-5:00pm, Saturday 8:00am-5:00pm with occasional overtime, or other shifts based on clinic need.

HR PROCEDURAL REQUIREMENTS

• Legal authorization to work in the United States.
• Clear all post offers, pre-employment background screening, and education verification.
  • This is not entended to cover all aspects of your description as additional duties may be assigned. 

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

HarborCHC does not discriminate in employment opportunities or practices on the basis of race; religion; color; sex/gender (including pregnancy, childbirth, breastfeeding or related medical conditions); sexual orientation; national origin; ancestry; physical or mental disability; medical condition; genetic information/characteristics; marital status/registered domestic partner status; age; sexual orientation; reproductive health decision-making; military or veteran status; use of cannabis off the job and away from the workplace; and any other basis protected by federal, state or local law or ordinance or regulation, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. This policy applies whether the individual has or is perceived to have any of the characteristics protected by law or is associated with a person who has or is perceived to have any of the characteristics protected by law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

DISCLAIMER

The above statements define this position as it currently exists and are intended to describe the general content of and requirements for this job. They are not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor. HarborCHC is an at-will employer.

In addition, HarborCHC  may change your duties, compensation or hours, or transfer, reassign, promote, demote, suspend or otherwise change the terms and conditions of your employment (other than the at-will relationship), with or without cause or prior notice.