Front Desk Lead

At Community Eye Care Specialists our mission is to provide our patients with the highest level of quality care and we treat them like members of our family -- because they are. We serve the Northern PA and the Southern NY area with office locations in Warren, Dunkirk, Olean, Seneca, and Jamestown. Our mission is simple as we are helping people see!

The primary role of the Front Desk Lead is to coordinate and oversee activities of the front desk and front desk team members to ensure compassionate and professional care of patients and effective and efficient front desk workflow. The Front Desk Lead may answer multiple phone lines, schedule appointments, assemble, maintain, locate and file medical records. The Front Desk Lead performs a variety of clerical and patient service duties necessary to maintain efficient flow of operations in the medical office.

Pay Range - $20-$23hr.  Commensurate with experience

General Responsibilities

• Expected to fill in as Front Desk Associate and perform in accordance with the functions of that job description
• Manage incoming doctor and patient phone calls and follow through as needed to ensure that both doctors and patients receive the highest level of customer service
• Oversee efficient and accurate demographic collections and charge entries.
• Troubleshoot medical records and patient flow for front desk.
• Troubleshoot daily charge entry issues for proper end of day closing.
• Oversee patient appointments on daily basis.
• Leads daily huddles with front office associates
• Coordinate administrative activities to include accurate sorting of mail.
• Coordinates office supply to be ordered.
• Close departments at end of day per guidelines.
• Oversee and maintain facility compliance standards.
• Participate in assigned operations meetings.
• Ensures no shows, cancelled and missed appointments are contacted and scheduled in a timely manner
• Assists with employee time, attendance, and PTO as outlined in the Policy & Procedure
• Educate employees as appropriate regarding office best practices.
• Manage and coordinate employee training.
• Evaluate employee performance and provide feedback on an on-going basis. Partners with Front office Manager for annual performance reviews
• Bring employee complaints and potential disciplinary actions to Administrative Manager and/or Practice Administrator for timely resolution.
• Delegate effectively and tactfully to team members while contributing to a positive work atmosphere
• Perform other duties as assigned: job descriptions are not intended to be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

Other Duties

• Ability to pay attention to detail
• Maintains patient confidentiality
• Maintains protected health information in accordance with HIPAA privacy guidelines.
• The ability to communicate effectively to employees and patients
• Ability to make independent, accurate decisions regarding the best use of his/her time
• The ability to seek advice from others when accuracy is uncertain, and findings are inconsistent
• Regular assessments of physical plant to ensure upkeep
• An attitude that reflects a desire to go beyond the minimum required duties
• Understanding that dependent upon need there may be instances where he/she is asked to travel to one of the other locations within the affiliate. 

• High school diploma or equivalent required.
• College degree in management or related field preferred.
• Minimum 2 years’ experience in personnel / office management preferred.
• Expert customer service and phone etiquette skills.
• Ability to execute multiple tasks and changing priorities in a fast-paced environment.
• Superior time management.
• Ability to make quick decisions.
• Lead by example mentality.
• Maintain high levels of patient service and professionalism.
• Advanced computer skills including Microsoft Office; especially Word, Excel, and PowerPoint.
• Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.
• Self-motivated with strong organizational skills and superior attention to detail.
• Must be able to manage multiple tasks/projects simultaneously within inflexible time frames. Ability to adapt to frequent priority changes.
• Proven ability to lead and develop a team and drive performance improvement, demonstrated by progressive increases in management responsibility
• Team player that develops strong collaborative working relationships with internal partners and can effectively engage and ability to build consensus among cross-functional teams
• Strong problem solving and negotiation skills
• Excellent interpersonal skills including the ability

We offer a competitive benefits package to our employees:

• Medical
• Dental
• Vision
• 401k w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for FREE:

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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