Job Summary
The Patient Experience Lead is responsible for overseeing front desk operations in the ophthalmology practice, ensuring a seamless and exceptional patient experience. This person leads by example and serves as the primary point of contact for the front desk staff, providing guidance, training, and support while working closely with the Practice or Clinical Manager to optimize efficiency and service quality. The Patient Experience Lead plays a critical role in fostering a patient-centric culture and ensuring operational excellence at the front desk.
Responsibilities
- Advanced Patient Care Coordination
- Leads and mentors the Patient Experience Coordinator I and II team members by example.
- Ensures smooth and efficient front desk operations, including patient check-in/check-out, scheduling, and insurance verification.
- Assists in the development and implementation of front desk policies and procedures to enhance workflow and patient satisfaction.
- Acts as the primary point of escalation for front desk issues, efficiently resolving patient concerns and operational challenges.
- Collaborates with the Practice Manager to identify areas for improvement and implement best practices.
- Monitors front desk performance metrics, ensuring adherence to key performance indicators (KPIs) such as wait times, patient satisfaction, and schedule utilization.
- Maintains strong knowledge of insurance policies, prior authorizations, and payment collections to assist in patient education and front desk support.
- Ensures compliance with HIPAA, OSHA, and company policies to maintain a safe and confidential environment.
- Coordinates staffing and shift coverage to ensure front desk operations run smoothly.
- Acts as a liaison between front desk staff and management, effectively communicating updates, concerns, and process improvements.
- Demonstrates intricate knowledge of all front desk duties.
- Addresses and resolves complex patient concerns or complaints, working directly with patients and medical staff to find solutions that align with company policies and patient needs.
- Leads the efforts to ensure patients receive clear and thorough explanations of their care plans, procedures, and post-care instructions, acting as their advocate throughout their journey.
- Assists in providing exceptional care by ensuring timely and accurate appointment scheduling, ensuring patients are well-informed about their visit times, and any needed documentation for their appointments (ex: insurance cards, copays, existing patient balances, etc.)
- Ensures smooth patient registration by performing all needed pre-registration tasks.
- Accurately collects and verifies patient information during check-in, ensuring that all forms, insurance details, and personal data are completed correctly and securely.
Other Responsibilities
- Demonstrate a strong commitment to confidentiality, ensuring that all patient information is protected and handled in compliance with applicable regulations.
- Provide general support to Patient Experience teams, contributing to the continuous improvement of patient care practices.
- Strong attention to detail, ensuring accurate record-keeping and documentation.
- Participate in all required trainings and employee engagement activities.
- Proficient with Microsoft Office Suite or related software
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
Requirements
- At least 1 year as a front desk teammate or 2 years of experience at an external company with relevant experience.
- Demonstrate a comprehensive knowledge of all daily front desk duties.
- Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
- Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
- Teamwork- Participates as a team member and establishes strong working relationships with teammates and across the organization.
- Celebrates Change- Receptive to new ideas and responds to changes with flexibility and optimism.
- Forward-thinking attitude – Consider how your actions and behavior influence or affect others, and how this will impact your future growth in the company.
- Continues Learning and Improvement - Acknowledges own strengths and development needs and works to strengthen capabilities.
Physical Requirements
- Exerting up to twenty-five pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
- Have close visual acuity to perform an activity including viewing a computer terminal, extensive reading, interpretation, etc.
- Must possess the physical, mental, and cognitive skills needed to complete essential tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for comprehension, problem-solving, and timely decision-making.
- Must be able to be stationary for prolonged periods of time.
Cognitive Requirements
- Executes tasks independently.
- Learns and memorizes tasks.
- Maintains concentration/focus on tasks.
- Performs task in a demanding environment requiring multi-task and prioritize work.
- Must be comfortable working and interacting with large groups of people daily.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: In person
