Front Office Team Lead (70669)

United Digestive•Decatur, GA

About The Position

The Front Office Team Lead assists the Office Manager with delegated front-office responsibilities and ensures coverage across scheduling, front office, financial counseling, and medical records. The role manages information and tasks needed before patients are roomed and provides consistent leadership that supports trust, open communication, creative thinking, and teamwork. The position works with Financial Counselors to monitor schedules, verify benefits, and manage referrals and authorizations before appointments and procedures. It also supports daily payment balancing, collections, supplies, filing, mail, scheduling queues, staff training, safety requirements, marketing activities, and prompt handling of patient and staff communications. The Front Office Team Lead promotes courteous patient service and HIPAA compliance, maintains confidentiality, and completes additional duties as assigned. The role requires a high school diploma or GED. Two to three years of specialty medical office experience, gastroenterology experience, and leadership experience are preferred. Candidates must be computer literate and able to use Greenway and Microsoft Office applications. The work involves sitting and standing associated with a normal office.

Requirements

High school diploma or GED.
Computer literacy and ability to operate Greenway and Microsoft Office applications.
Ability to deal with patients, visitors, coworkers, and physicians with courtesy and respect.
Professional, outgoing, warm, and helpful attitude.
Compassion when dealing with people who are ill and need help.
Ability to plan, prioritize, and complete multiple tasks delegated by the Office Manager.
Ability to work under pressure, assess and respond to issues, and communicate them in a timely manner.
Ability to communicate clearly with patients and coworkers by telephone, email, and in person.
Ability to interpret and apply clinical and non-clinical policies and procedures.

Nice To Haves

Two to three years of specialty medical office experience.
Gastroenterology experience.
Leadership experience.

Responsibilities

Coordinate coverage assignments for lunches and PTO and fill in for front-office staff as needed.
Assist the Office Manager with daily balancing of patient payments and oversee collection of office and hospital charges and fee tickets for submission to the business office as directed.
Assist with OSHA and safety program requirements as directed by the Office Manager.
Assist with ordering and reconciliation of coffee, medical, office, and postage supplies as directed by the Office Manager.
Assist the Office Manager with training, coaching, and development of team members.
Monitor the filing center to ensure documents are handled in a timely manner.
Monitor the scheduling queue through the Supervisor Module to ensure calls are handled appropriately and hold times are monitored.
Ensure mail is opened and processed appropriately as directed by the Office Manager.
Participate in marketing activities as directed by the Office Manager.
Meet or exceed quality and productivity standards set by the Office Manager.
Answer emails and voicemails and return patient calls in a timely and efficient manner.
Work with Financial Counselors to monitor schedules, verify benefits, and manage referrals and authorizations before office visits, outpatient hospital procedures, in-office procedures, and emergency add-on procedures in endoscopy centers.
Complete requests for information from United Digestive staff and others promptly and effectively to support payment on patient accounts.
Ensure patients are treated courteously and visitors are screened and properly directed.
Participate in weekly or bi-monthly staff meetings to keep staff informed of United Digestive policies and procedures as directed by the Office Manager.
Participate in regular meetings with the Office Manager to discuss office needs.
Abide by and promote HIPAA compliance and maintain strict confidentiality regarding patient information.
Perform additional duties and responsibilities as assigned.