Patient Advocate Lead

Inception Family Career•Austin, TX

About The Position

Join a fast- paced, team- oriented environment where you’ll support daily operations and help lead a high- performing front desk team. In this role, you’ll assist with scheduling, manage calls and emails, and ensure patients and inquiries are handled with professionalism and care. You’ll collaborate closely with team members and other departments to deliver a smooth, positive experience every day. If you have a heart for working in women's health and meet our qualifications below, we look forward to receiving your application! Essential Responsibilities: Provides day-to-day support to front desk personnel and operations, with a focus on providing an excellent patient experience. Serves as a role model for front desk personnel by exemplary performance, commitment to the organization and its mission, goals and vision. Identifies difficult or complex front desk operational or patient service issues. Proactively resolves those issues within the authority of the Team Lead role or escalates to the appropriate manager for resolution as needed. Works collaboratively with other departments to implement process and patient service improvements. Assists management to professionally develop front desk team members, and answers any questions they may have regarding processes, protocols, etc.; foster a culture of collaboration, comradery and respect; and motivate the team to work cohesively. Obtains superior job results by coaching front desk employees under the guidance of direct manager and the Human Resources Department. (HR) Develops comprehensive documentation of front desk processes and policies under guidance of direct manager and in collaboration with other Department managers. Leads front desk staff trainings and meetings under guidance of the direct manager. Schedules and coordinates patient appointments accurately using our EMR and billing systems concurrently. Provides timely and accurate information to patients regarding future appointments, scheduled procedures, etc. Maintains strictest confidentiality, in accordance with HIPAA regulations, company policies, and all applicable laws. Other duties as assigned.

Requirements

High School Diploma or equivalent required; Associate or Bachelor’s degree preferred
Minimum of two years of experience in customer service-related field required
Minimum of two years of experience of administrative medical experience required

Nice To Haves

Prior leadership experience preferred
Experience with Electronic Medical Record (EMR) system strongly preferred

Responsibilities

Provides day-to-day support to front desk personnel and operations, with a focus on providing an excellent patient experience.
Serves as a role model for front desk personnel by exemplary performance, commitment to the organization and its mission, goals and vision.
Identifies difficult or complex front desk operational or patient service issues.
Proactively resolves those issues within the authority of the Team Lead role or escalates to the appropriate manager for resolution as needed.
Works collaboratively with other departments to implement process and patient service improvements.
Assists management to professionally develop front desk team members, and answers any questions they may have regarding processes, protocols, etc.; foster a culture of collaboration, comradery and respect; and motivate the team to work cohesively.
Obtains superior job results by coaching front desk employees under the guidance of direct manager and the Human Resources Department. (HR)
Develops comprehensive documentation of front desk processes and policies under guidance of direct manager and in collaboration with other Department managers.
Leads front desk staff trainings and meetings under guidance of the direct manager.
Schedules and coordinates patient appointments accurately using our EMR and billing systems concurrently.
Provides timely and accurate information to patients regarding future appointments, scheduled procedures, etc.
Maintains strictest confidentiality, in accordance with HIPAA regulations, company policies, and all applicable laws.
Other duties as assigned.

Benefits

Free Health Coverage: Need coverage for your family? We have options! Full-time employees, enjoy the option of a FREE medical, dental, and vision plan – just for you. Plus, we provide complimentary basic life insurance and long-term disability coverage.
Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family.
Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most.
Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose!
Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years.
Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being.
Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck.
Rewards for Connections: Earn extra money with our Employee Referral Program —your network is invaluable!
Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development.
Premium Calm Health Subscription: Enjoy a free premium Calm Health app subscription to support your mental wellness.
Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you'll have access to emotional well-being and work-life resources whenever you need them.
Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.