Front Office Team Lead

La Clinica Del Valle•Medford, OR

About The Position

The Front Office Team Lead plays a key role in overseeing day-to-day operations, driving high-quality patient care and ensuring team performance excellence. This leader will manage clinic staff schedules, optimize provider time and maintain effective communication within the organization. This role involves supervising, coaching and developing the team, fostering a positive customer service culture utilizing SERVE standards, and identifying opportunities for operational improvement. The Front Office Lead also serves as the liaison to the other health center leadership.

Requirements

Must be able to interact with a variety of individuals at various levels under stressful circumstances while exercising sound judgement, tact, and diplomacy; work productively both independently and in a team setting; communicate with clarity, both verbally and in writing to groups and individuals, be an exceptional listener, and be flexible and adaptable within a fast-paced primary care setting.
High school diploma or general education degree (GED)
Three to five years of experience in medical office
Medical supervisory experience
Related experience in a Community Health Center(s)
Experience in one of the following areas: Medical assisting, front desk, behavioral health, clinical services, nursing.
Excellent interpersonal communication and problem-solving skills
Skills to intervene and promote reconciliation, compromise and positive outcomes in difficult interactions
Skilled at using electronic health records as applicable to area of work (EPIC)
Must have the ability to communicate with clarity, both verbally and in writing; read, analyze, and interpret complex documents, regulations, policies, and procedure manuals; and create professional business documents.
Preferred bilingual English/Spanish.

Nice To Haves

Associates degree in related field
CCMA or CPT
Basic knowledge of adult learning models

Responsibilities

Lead, coach and develop the care team to meet performance goals and foster a culture of continuous improvement.
Complete performance evaluations for staff, ensuring timely and fair reviews in line with organizational policies.
Communicate the organization's mission, values, and expectations clearly to staff and patients
Develops and implements competency-based training and education plans to ensure staff maintain current knowledge and skills.
Participate in hiring and onboarding decisions in partnership with the Practice Manager to ensure team alignment and capacity.
Support retention strategies and participate in staff development programs to enhance career growth and reduce turnover.
Collaborate with clinical and operational teams to streamline appointment scheduling, patient flow, and rescheduling processes.
Ensure timely completion and notification to staff of schedules and coordinate coverage proactively.
Supports day-to-day operational coverage as needed.
Review and manage care team templates in Epic to ensure accurate appointment scheduling, optimize clinical and administrative efficiency, and support continuity of care utilizing organizational best practices.
Lead meetings and projects focused on scheduling and workflow improvements.
Ensure high quality customer service and interactions with patients, staff and external partners.
Monitor and improve performance on key patient communication tools. (e.g., in-basket, Artera, Care team line) and patient callbacks.
Support site compliance with special programs (e.g. grants, state or privately funded, community funded, certification entities), ensuring care team and workflows meet program standards.
Participate in and lead quality improvement initiatives to advance patient experience and service delivery.
Maintain compliance with privacy standards and organizational policies. In all clinical and administrative activities.
Manage risk related concerns, ensuring resolution, alliance with standards and timelines.
Participate in risk assessments, compliance audits, and corrective action planning to address gaps.
Track and audit staff quality assurance measures, addressing any deficiencies through coaching and retraining.
Contribute to budgeting discussions and help track key financial metrics such as patient volume, revenue impacts, and operational costs.
Use data to drive decision making and support operational enhancements.
Provide insights into staffing strategies and assist with workforce planning.
Participate in initiatives aimed at enhancing operational efficiencies and aligning team performance with broader organizational goals.