LEA - Ophthalmic Office Lead

JOB SUMMARY:

The Ophthalmic Office Lead is responsible for providing site leadership resulting in improved patient satisfaction, increased clinical and professional revenues, and improved staff efficiency.

ESSENTIAL JOB FUNCTIONS (other duties as required):

• Provide leadership, direction, and coordination of departments relating to patient care and patient service.

• Overall responsibility for ensuring the clinical and front office staff reflect the standards set by the company.

Staff Management & Development

• Serve as a direct supervisor of all front office and clinical staff at assigned location

• Participate in the interview process and selection of front desk and clinical staff

• Partner with the training department to successfully onboard all new hires

• Adhere to applicable laws, regulations, and contractual obligations. Follows the principles of the Compliance Program and the Code of Conduct.

Patient Satisfaction

• Assists with any patient clinical issues and works towards a satisfactory resolve

• Greet patients, company representatives, caretakers & transportation providers

• Serve as a first-level responder for patient questions and complaints

• Address walk-in patients and respond to scheduling inquiries, prescription/record pick-up, etc.

• Generate wait time reports and identify solutions to address

Patient Care and Resource Allocation

• Create patient schedules (post Patient Access Center launch, serve as liaison for patient scheduling)

• Create and communicate daily team schedules to ensure providers have adequate resources

• Monitor provider schedules for fill rates, cancellations, and errors

• Cross-check and update next-day charts according to appointment schedule.

• Complete appointment confirmation calls according to the appointment schedule.

• Prepare and distribute the confirming call report and address no-shows.

• Print and account for fee tickets, balance the cash drawer, prepare daily deposit and daily balance reports for assigned location

• Provide patients with statements or receipts

• Create and repair patient charts.

Facilities Management

• Serve as liaison to Support Services (IT, Facilities) for location needs

• Serve as main point of contact for emergency preparedness and emergency protocols for location

• Open and close office/lobby at assigned opening and closing time for assigned location

• Ensure that the lobby and alcove are tidy and orderly throughout the day following company standards and policies.

• Oversee clinical equipment maintenance, repair, and replacement.

• Supply Management - order and stock supplies, maintain appropriate inventory for location

• Maintain reading and marketing materials and check lanes to ensure adequate supply.

Reasonable accommodation may be made for individuals with disabilities to perform the essential functions.

COMPETENCIES:

• Smart, results-oriented, and high-energy professional with a track record of success.

• Strong work ethic, hands-on individual who can achieve long-term systematic process improvements.

• Ability to coach and lead clinical and front-office teams.

• Demonstrates an extremely high sense of urgency, capable of handling multiple priorities and extensive time demands.

• Excellent interpersonal, communication, and presentation skills.

• Ability to interact and communicate effectively with all levels of management, physicians, staff, vendors, and patients.

• Demonstrated ability to follow oral and written instructions.

• Demonstrated knowledge of material, methods, instruments, and equipment.

• Demonstrated ability to read, write, and perform mathematical calculations.

• Must be able to maintain a high degree of confidentiality. Ability to multi-task, work in a fast-paced environment, and manage time accordingly to meet deadlines and requirements of the organization.

SUPERVISORY RESPONSIBILITIES:

The Location Lead has supervisory responsibilities including, but not limited to: interviewing, training, planning, assigning and directing work, measuring performance, rewarding and disciplining employees, addressing staff complaints, and resolving problems.

WORK ENVIRONMENT:

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Fast-paced, deadline-oriented, confidential department. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Demonstrated ability to do excessive walking, standing, bending, and stooping. While performing the duties of this job, the employee is frequently required to stand, sit, use hands to handle or feel objects, tools, or control, reach with hands and arms, and talk or hear. The employee is occasionally required to climb or balance, kneel, and crouch.

The employee may be required to lift moderately heavy objects (50-90 pounds). Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

POSITION TYPE AND EXPECTED HOURS OF WORK:

This is a full-time position. Days and hours are Monday through Friday 8:00 A.M. - 5:00 P.M. with occasional overtime.

TRAVEL:

Travel is not required.

REQUIRED EDUCATION AND EXPERIENCE:

• Previous experience in an Ophthalmic Assistant role or commensurate training/experience

• Prior medical or front office supervisory experience.

• Customer service experience

• Proficiency in clinical operations in a medical practice.

• High school diploma or GED

• Basic Microsoft Word, Excel, and technologically advanced communication systems and devices.

PREFERRED EDUCATION AND EXPERIENCE:

• Associate or Bachelor's degree

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

Benefits:

401(K) Company Match

Medical and Dental Insurance

Vision Benefits

Flexible Spending Accounts

Pet Insurance

Disability Insurance

Life Insurance

Continuing Education

Paid Time Off

US Eye provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.