Lead Technician

Entropy Health•Grandville, MI

9d•Onsite

About The Position

The Lead Technician serves as the primary day-to-day resource for the technician team at Focus Clinic. This position combines direct technician responsibilities with additional leadership and operational duties, including training new technicians, coordinating clinical support tasks, troubleshooting testing issues, monitoring supplies, and helping ensure that patient care and clinic operations run efficiently. The Lead Technician works under the direction of the Office Manager and is expected to model professionalism, reliability, accountability, teamwork, and excellent patient service while helping maintain consistent standards across the technician team.

Requirements

High school diploma or equivalent required
Previous experience in a medical office, behavioral health clinic, testing environment, or similar healthcare setting preferred.
Strong organizational and time-management skills.
Comfortable learning and troubleshooting technology, testing software, and medical equipment.
Strong written and verbal communication skills.
Ability to appropriately handle confidential patient information and maintain HIPAA compliance.
Ability to prioritize multiple responsibilities in a busy clinical environment.
Demonstrated reliability, professionalism, initiative, and teamwork.

Nice To Haves

Additional healthcare education or experience preferred.
Previous Focus Clinic technician experience strongly preferred for internal candidates.

Responsibilities

Serve as the primary trainer for newly hired technicians.
Orient new technicians to Focus Clinic workflows, policies, testing procedures, equipment, and documentation expectations.
Provide hands-on training and support until new technicians demonstrate competency and independence.
Serve as the first point of contact for technician questions and routine workflow concerns.
Identify areas where technicians may need additional training or clarification.
Help maintain consistency in testing procedures and technician workflows.
Communicate recurring concerns, performance issues, or training needs to the Office Manager.
Assist the Office Manager with implementing new technician procedures and workflow changes.
Maintain proficiency in all testing procedures performed by Focus Clinic technicians.
Assist technicians with troubleshooting testing equipment, software, connectivity, and other technical problems.
Help resolve testing issues before escalating them to the Office Manager, clinic leadership, or outside technical support.
Ensure testing equipment is properly maintained, organized, charged, and ready for patient use.
Monitor testing supplies and inventory to ensure adequate quantities are available.
Notify the Office Manager and/or place approved supply requests before inventory reaches critical levels.
Maintain organized, clean, and appropriately stocked testing rooms and workspaces.
Routinely monitor and manage the clinic fax inbox.
Review incoming documents and route them to the appropriate provider or staff member.
Upload or associate documents with the appropriate patient record when applicable.
Identify urgent or time-sensitive communications and ensure they are addressed promptly.
Ensure unresolved documents do not accumulate in the fax inbox.
Monitor and assist with incoming patient telephone messages and electronic encounters.
Document patient communications accurately in the electronic health record.
Route clinical questions to the appropriate provider.
Address appropriate non-clinical questions within established clinic protocols.
Help ensure telephone encounters are addressed and closed in a timely manner.
Escalate unresolved or concerning patient communications to the Office Manager or appropriate clinical staff.
Complete and track medication and service prior authorization requests as assigned.
Gather necessary documentation and clinical information for authorization submissions.
Communicate with pharmacies, insurance companies, patients, and providers when additional information is required.
Monitor outstanding prior authorizations and follow up as appropriate.
Document authorization status and outcomes in the patient's medical record.
Identify recurring authorization issues and communicate them to the Office Manager.
Provide coverage at the reception desk as needed.
Assist with patient check-in and check-out.
Answer incoming telephone calls and appropriately route calls and messages.
Assist with scheduling and basic patient questions.
Collect or verify required patient paperwork when appropriate.
Support front-office responsibilities during staff absences, breaks, or periods of increased patient volume.
Help ensure that essential technician and clinical-support responsibilities are completed each business day.
Verify that testing rooms are organized, stocked, and ready for patients.
Verify that testing equipment is operational, charged, and available.
Verify that scheduled testing needs are reviewed and anticipated.
Verify that the fax inbox is reviewed and incoming documents are appropriately routed.
Verify that telephone encounters and patient messages assigned to the technician team are being addressed.
Verify that prior authorization requests are being processed and outstanding requests are followed up on.
Ensure technician work areas remain organized.
Ensure reception coverage is provided when necessary.
Communicate urgent or unresolved operational concerns to the Office Manager.
Review inventory of testing supplies and commonly used clinical supplies at least weekly.
Identify supplies that need to be reordered before reaching critically low levels.
Confirm testing equipment is functioning appropriately.
Identify recurring technical or testing problems.
Review outstanding prior authorizations requiring follow-up.
Review outstanding technician-related telephone encounters or tasks.
Evaluate whether technicians need additional training or support.
Review upcoming testing volume and anticipated supply/equipment needs.
Communicate operational concerns, staffing issues, training needs, or workflow recommendations to the Office Manager.
Lead by example and maintain a positive, professional attitude.
Be approachable and supportive when technicians need assistance.
Help solve problems rather than simply identify them.
Promote accountability and consistency among the technician team.
Communicate concerns early and professionally to the Office Manager.
Maintain patient confidentiality and appropriate professional boundaries.
Support the Office Manager in implementing clinic procedures and workflow changes.
Identify opportunities to improve technician efficiency and patient experience.
Foster a collaborative and respectful work environment.