Lead, Operations- Macomb

Springfield Clinic•Macomb, GA

About The Position

The Operations Lead trains, supports, and develops Patient Concierge, Patient Access Specialist (PAS), and Call Center team members. The role supports daily oversight of front-end operations, monitors and tracks front-end and revenue-cycle workflows, provides input for performance appraisals, and assists with management, scheduling, and coverage to ensure appropriate staffing. The Operations Lead evaluates and prioritizes work and recommends adjustments to the manager to improve the patient experience. Reporting to the Operations Manager, the Operations Lead provides front-end business and operational support and serves as a Patient Access Specialist Lead and APM Super User. The role supports staff oversight, hiring, scheduling, training, performance feedback, metrics, reporting, special projects, audits, and SC initiatives. In partnership with Learning & Development and program facilitators, the Lead helps deliver and continually improve staff training, applies adult-learning principles, and validates learning outcomes. The Lead also serves as a resource for software issues, troubleshooting, and technical education. The role maintains reception assignments and call coverage, promotes efficient workflows and accountability, resolves front-end patient complaints, and performs patient-access duties such as answering calls, checking in patients, verifying and updating information, registering new patients, collecting payments, scheduling appointments, managing provider schedules, and assisting with billing questions. Responsibilities also include reviewing insurance eligibility; working department task lists, bump lists, wait lists, and charge-edit lists; completing daily deposits; supporting month-end close; executing provider schedule changes; and coordinating follow-up for no-shows, cancellations, and patient letters. The Operations Lead follows and reinforces clinic workflows, policies, incident-reporting procedures, OSHA requirements, training requirements, and the organization’s Code of Conduct and Ethics Standards. The role is based in a medical-office environment, may involve multiple locations, requires leader rounding, and requires the employee to have their own transportation. Other duties may be assigned.

Requirements

Certified Medical Administrative Assistant (CMAA) through the National Healthcareer Association is required, subject to the posting’s stated transition provisions: employees hired on or before June 30, 2024, have until December 31, 2024, to obtain certification or may use five or more years of SC Operations Lead, Operations Manager, and/or PAS experience in lieu; employees hired after July 1, 2024, must become certified within one year of hire. Certification does not need to be renewed after it is obtained once.
High school graduate or GED, plus training acquired through work experience or additional education.
Four years of direct customer-service, hospitality, or patient-concierge experience.
Proficient and accurate typing skills.
Proficient cashier and clerical skills; comfortable handling cash and balancing a drawer at the end of the day.
Comfort with technology and strong computer skills, including knowledge of computer software programs.
Deductive reasoning and ability to apply learning principles to daily operations.
Ability to work accurately under pressure and shift work schedule or hours as business needs require.
Excellent attendance in a previous work environment.
Effective verbal, written, and interpersonal communication skills.
Must have own transportation.

Nice To Haves

Previous leadership experience.
Two years of medical-office and/or phone experience.
Associate degree, or administrative or technical background acquired through completion of two to three years of college.
Knowledge of customer service and retail experience.
Retail, service, or banking industry experience.

Responsibilities

Serve as Patient Access Specialist Lead and provide front-end business and operations support.
Assist the Operations Manager with oversight of Patient Concierge, PAS, and Call Center staff, including time-off requests, absentee reports, interviewing, selection, performance feedback, scheduling, and training.
Serve as an APM Super User and lead for business operations and SC initiatives.
Assist with daily, weekly, and monthly metrics and reporting.
Model leadership, professionalism, and interpersonal skills that foster a safe environment for learning and communication.
Assist with staff training and learning experiences in classroom and field settings; apply adult-learning practices, facilitate participative learning, validate outcomes, and partner with program facilitators to improve training.
Provide software support, troubleshooting, education, and identification and resolution of technical issues.
Maintain staff accountability, workflow efficiency, accurate staffing, reception assignments, and call coverage.
Support special projects and audits and help meet goals set by SC.
Perform patient-access duties, including answering calls, checking in patients, verifying and updating information, registering patients, collecting payments, scheduling appointments, and managing provider schedules.
Lead resolution of front-end patient complaints and report workflow problems or complaints to the Manager.
Review, manage, and work front-desk, call-center, overdue-task, bump-list, and wait-list work; ensure bump lists and wait lists are worked daily.
Review patient insurance eligibility.
Review, manage, and work RCx Rules and APM task lists, including charge-edit lists and missing-encounter reports; ensure timely resolution and communicate potential issues, anomalies, and trends.
Complete daily deposits and manage the month-end close process, including processing and posting charges and closing related charge and payment batches in APM by the stated deadlines.
Execute provider schedule changes and work with the team on no-show patients, pre-appointment cancellation calls, and normal letters via Portal.
Assist with patient billing questions.
Comply with and reinforce clinic policies, workflows, incident-reporting procedures, OSHA requirements, and required training.
Provide excellent customer service and follow Springfield Clinic’s Code of Conduct and Ethics Standards.
Perform other duties as assigned.