Lead Medical Office Assistant - MUSCP

Medical University of South Carolina•Mount Pleasant, SC

1d•Onsite

About The Position

Join a team that’s truly “Changing What’s Possible” at MUSC Health East Cooper Medical Pavilion. Ideally located in the heart of Mount Pleasant, our three-story outpatient facility is home to more than 20 specialties, offering a dynamic and collaborative environment where patient care is always the top priority. Under the direct supervision of the Office Manager, the Patient Access Team Lead oversees daily administrative operations within the assigned area. This role provides direction and support to registration team members, ensuring consistency and efficiency in daily workflows. The Team Lead partners closely with the Office Manager to maintain appropriate staffing levels and ensure operational needs are met. They are responsible for optimizing scheduling processes to promote efficient patient flow and enhance the overall patient experience. Additionally, this role fosters a positive and productive work environment by promoting teamwork, professionalism, effective communication, and ongoing staff development. The Patient Access Team Lead supervises the daily operations of registration and scheduling functions, ensuring workflows are efficient, accurate, and aligned with organizational standards. This role assists in the creation of a weekly schedule, coordinating team member leave requests and maximizing staffing resources. The Team Lead builds and maintains strong relationships with physicians and both clinical and non-clinical staff, serving as a key liaison to communicate timely and accurate information. They proactively identify, analyze, and resolve routine system or operational issues and act as a “customer service champion,” modeling and promoting exceptional service standards. Responsibilities also include precepting and training new registration staff and ensuring compliance with UMA policies and procedures, including customer service expectations, point-of-service collections, Epic workflows, patient processing protocols, and timekeeping procedures. In addition, the Team Lead demonstrates a high level of professionalism and leadership, supporting team members in challenging situations while maintaining a positive work environment. They ensure the accuracy of patient data across all systems by obtaining and verifying insurance and demographic information and staying current on insurance requirements and system updates. The role involves scheduling appointments, consultations, and tests in accordance with established protocols, coordinating with patients and referring providers to ensure convenience and clarity, and adhering to all Epic scheduling procedures, including referrals and pre-authorizations. The Team Lead also collects payments, collaborates with financial counselors, and participates in referral authorization and pre-certification processes, ensuring proper documentation and timely completion. Daily reconciliation of assigned work queues and resolution of discrepancies are required. Additionally, the Team Lead addresses patient inquiries and resolves non-clinical concerns while consistently upholding MUSCP Standards of Professionalism and delivering exceptional, patient-centered customer service. This role is essential in maintaining efficient operations, supporting team performance, and ensuring a seamless, high-quality experience for every patient.

Requirements

Bachelors degree and one year of relevant work experience in a customer service business environment or healthcare (patient registration, admitting, and/or scheduling; or a high school diploma or equivalent (GED) and three years relevant work experience in customer service or healthcare (patient registration, admitting, and/or scheduling) required
Experience with Windows, Excel, Access and Intranet/Internet navigation tools as well as system contact required.
The successful candidate must be able to prioritize and coordinate multiple tasks in a busy environment; demonstrate strong verbal, written, and problem solving skills; possess the ability to work in a self-directed manner while interacting with customers, physicians and departmental partners.
A high level of customer service skills and the ability to clearly articulate via phone with providers, patients and customers is essential.
Typing speed of 25cwpm and computer experience required.
Continuous requirements are to perform job functions while standing, walking and sitting.
Ability to bend at the waist, kneel, climb stairs, reach in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions.
Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors.
Frequently lift and/or carry objects weighing 20 lbs (+/-) unassisted. Lift from 36” to overhead 15 lbs.
Infrequently work in dusty areas and confined/cramped spaces.

Nice To Haves

Experience with, or knowledge of Medical Terminology a plus.
Familiarity with MUSC Health and its entities required.
Patient Access Certification preferred.
Position may require the ability to work weekends and staggered shifts.

Responsibilities

Supervises the daily operations of registration and scheduling functions.
Assists in the creation of a weekly schedule, coordinating team member leave requests and maximizing staffing resources.
Builds and maintains strong relationships with physicians and both clinical and non-clinical staff, serving as a key liaison to communicate timely and accurate information.
Proactively identify, analyze, and resolve routine system or operational issues.
Acts as a “customer service champion,” modeling and promoting exceptional service standards.
Precepting and training new registration staff and ensuring compliance with UMA policies and procedures.
Ensuring the accuracy of patient data across all systems by obtaining and verifying insurance and demographic information and staying current on insurance requirements and system updates.
Scheduling appointments, consultations, and tests in accordance with established protocols.
Collecting payments, collaborates with financial counselors, and participates in referral authorization and pre-certification processes, ensuring proper documentation and timely completion.
Daily reconciliation of assigned work queues and resolution of discrepancies are required.
Addresses patient inquiries and resolves non-clinical concerns while consistently upholding MUSCP Standards of Professionalism and delivering exceptional, patient-centered customer service.