Practice Lead, Medical Office Specialist - Ear, Nose, and Throat - Physician Practice

Hackensack Meridian Health•Hackensack, NJ

15d•$23•Onsite

About The Position

The Practice Lead provides a centralized point of contact for the practice’s operational needs and, in addition to performing the Medical Office Specialist role, serves as a liaison between practice leadership and staff. The position may be assigned to other offices within a 30-mile radius for coverage as needed. The Medical Office Specialist role is performed approximately 85% of the time. The role supports patient service and administrative operations, including check-in and check-out, registration, insurance verification, referrals, payments, paperwork, electronic medical record (EMR) workflows, communications, scheduling, and clinic flow. The Practice Lead also provides day-to-day operational support, serves as a local resource for clinical Epic documentation and IT or facility needs, helps communicate organizational updates, and provides hands-on training to new hires. The position requires maintaining patient confidentiality and escalating concerns or issues to leadership as appropriate.

Requirements

High school diploma, GED, or equivalent program.
At least 2 years of experience in a medical office with 4 or more providers.
Excellent written and verbal communication skills.
Proficient computer skills, which may include Microsoft Office and/or Google Suite.

Responsibilities

Perform Medical Office Specialist duties approximately 85% of the time.
Promote patient satisfaction through helpful, courteous interactions; greet patients and visitors promptly and communicate potential satisfaction issues to leaders.
Manage patient check-in and check-out.
Obtain and verify demographic information and insurance eligibility, including date-stamping or copying insurance cards as needed.
Collect copayments and applicable balances and reconcile payments for accurate daily bank deposits; sign and date completed daily payment receipts.
Ensure appropriate referrals are obtained and patients complete required paperwork, including face sheets, ABN forms, and HIPAA forms.
Accurately enter patient demographic information in the EMR and, depending on specialty, download specific health data into the EMR.
Assist patients with e-check-in, iPads, kiosks, and other processes as needed.
Monitor and address EMR workflow needs, including scheduling, cancellations, registration errors, and referral information; escalate issues to support optimized provider scheduling.
Receive and direct communications through the EMR, phone, email, RightFax, and other channels; resolve routine matters and escalate others promptly and appropriately.
Review and distribute daily mail and prepare documents and reports as needed.
Maintain patient confidentiality and follow up with peers to ensure tasks are completed and high-quality patient care is delivered.
Review procedure preparation and instructions with patients as needed.
Oversee front-end operational needs and escalate matters such as low office-supply inventory or peripheral equipment needs to the Practice Manager or designee.
Review the daily schedule, work with the Supervisor or Manager to fill appointment slots, and monitor clinic flow.
Serve as the location resource for clinical Epic documentation and communicate updates and changes to staff and physicians.
Act as the point of contact for IT and equipment needs, resolving issues or escalating them as appropriate.
Serve as the onsite point of contact for facility issues, escalating and following up until timely resolution.
Cascade organizational communications as directed by leadership.
Inform the leader of needs and place orders as directed and within budget guidelines; ensure item availability.
Escalate staff concerns to the immediate leader and partner on next steps.
Provide hands-on training to new hires.
Oversee day-to-day completion of Environment of Care audit elements.
Escalate concerns to leadership and report workplace injuries within 24 hours.
Perform other duties or projects as assigned and adhere to HMH organizational competencies and standards of behavior.