Patient Operations Lead

Central Oregon Pediatric Associates•Bend, OR

About The Position

The Patient Operations Team Lead is the heartbeat of the clinic’s daily operations—leading a team that ensures every child and family receives a smooth, welcoming, and well-organized care experience. This role combines leadership, problem-solving, and operational excellence to oversee scheduling, patient check-in and check-out, provider scheduling, interpreter coordination, newborn scheduling, and new family tours. Perfect for someone who thrives in fast-paced healthcare environments, this position empowers a strong leader to guide teams, improve workflows, and create a family-friendly atmosphere where patients feel supported and staff feel connected. By partnering with leaders across COPA clinics, the Patient Operations Team Lead plays a key role in delivering the exceptional pediatric care experience families trust every day.

Requirements

High School diploma or equivalent required
Three years of customer service experience required, clerical experience in clinical setting preferred.
Exceptional and proven communication skills and ability to interact with a diverse population of professionals.
Ability to multi-task and work independently with minimal supervision. Attention to detail. Strong analytical, problem solving and decision-making skills. Ability to work in a team and promote team driven outcomes.
Must be flexible and willing to work any COPA site during the evenings, weekdays and weekends as needed by organization for coverage purposes.
Epic EMR experience preferred. Proficient with Microsoft Office Suite.

Nice To Haves

Bilingual in Spanish and English a plus.

Responsibilities

Embrace the mission, vision, and values of Central Oregon Pediatric Associates (COPA).
Communicates effectively, both in writing and verbally, and maintains professional relationships with providers, Patient Operations team, Clinical and Revenue Cycle staff as well as patients/families while providing 2-way communication of the COPA mission and strategic plan.
Assists with Patient Operations team as a working lead as well as coaching, counseling, and reviewing job responsibilities daily and help streamline workflow efficiencies as well as process improvement.
Full knowledge of each position within the Patient Operations team, staffing schedules, daily flow of clinics as well as maintain & coordinate coverage as needed.
Supports COPA Patient Operations Manager with organizing operations and procedures, such as direction by assigning proper workflow.
Assists with tracking performance measures, implementing goals, objectives, setting and communicating priorities consistent with department and organization guidelines.
Gather data to track key performance indicators, providing feedback, training, and guidance.
Demonstrates knowledge and leads by example in the clinic.
Maintains and demonstrates an in-depth knowledge of exemplary patient satisfaction, including inquiries and complaints in an efficient and accurate manner as well as communicates this information to the Patient Operations Leadership Team.
Works with the MyHealth Patient Portal for appointment scheduling, prescription refills, and/or provider tasks.
Oversight and approval of departmental weekly timecards.
Regularly travels to other COPA clinics, business office and community partners as needed
Performs other related work duties as directed by manager.
Conducts all activities with the highest standards of professionalism and confidentiality.
Complies with all applicable laws, regulations, policies and procedures, supporting COPA’s efforts by acting in an ethical and appropriate manner.