Team Lead

Team Lead

Central Point School District

Full-Time | Salary

We’re committed to compassionate care for all. Our patients. Our employees. You.

At La Clinica, we love our patients and enthusiastically treat them with the same care, respect, and dignity that we would our friends, family, and neighbors because that's who they are. If this appeals to you, La Clinica might be the right place to build your career. We’re looking for the right team members to treat our patients with this level of care.

The Front Office Team Lead provides leadership, direct supervision, expert guidance, and oversight for the full front office team consistent with the operational requirements and La Clinica Health Center’s customer service philosophy. The Front Office Team Lead also serves as the liaison to the medical center’s leadership.

Accountabilities Include:

Performs Essential Job Duties

• Directs supervision, coaching, development and performance management of the full front office team and other direct reports as assigned and assuring that core competencies are met.
• Collaborates with Medical Team Lead and Practice Manager to assign and oversee Care Team Line assignments and meet or exceed the Care Team Line performance metrics.
• Investigates clinic scheduling errors, patient volume and flow, unkept appointments and rescheduling, and providers’ time utilization.
• Serves as an expert user of business and clinical system software including telephone, Outlook, EPIC, supply ordering, and insurance portals.
• Provides high quality customer service to patients, La Clinica providers and employees, referring providers, insurance carriers, and other community agencies that meets or exceeds the service standards of La Clinica.
• Provides prompt and professional verbal and written communication; these customer service skills are expected to be shared with other members of the team.
• Implements and sustains customer focused environment through employee training and positive re-enforcement.
• Maintains the confidentiality and privacy of patients, employees, and the organization.
• Communicates La Clinica’s mission and values to employees and patients.
• Develops training plans and assures that core competencies are met.
• Works in collaboration with other team leads and/or site managers to assure employee coverage across all sites, may require this position to work in these areas or positions as needed.
• Maintains experience and understanding of all clinical services policies and practices.
• Participates on the Interview/Hiring Subcommittee – working collaboratively with other committee members to hire “pool” and float employee.
• Works with center Practice Managers/Director and others within the team to make hiring decisions for positions that fall outside of the float pool.
• Facilitates the flow of information by developing procedures and working with other front office team leads to assure patient calls are routed appropriately and that calls are returned according to center standards.
• Investigates operational problems and works in collaboration with other team leads and/or managers/directors to develop improved processes.
• Works in coordination with the Facilities Manager to address facility concerns.
• Assists employees with problem identification and resolution.
• Uses health center data to support day to day activities.
• Assists with daily operational duties as needed.
• Develops team meeting agenda and facilitates meetings.
• Completes assigned trainings via La Clinica’s learning module system (Relias) by required due date.
• Other duties as assigned.

Equity Statement

At La Clinica, we commit to engage everyone in a welcoming, respectful, and loving way and to maintain the dignity and value of all people above everything else. These standards align with our organization’s vision of absolute excellence, open-hearted community, and well-being for all.

Customer Service:

Develops and maintains professional, support-oriented working relationships with patients, employees, team members, and community partners. Demonstrates continuous improvement in achieving “developing” and “fully competent” levels of La Clinica’s Behavioral Standards.

Follow La Clinica’s SERVE standards and they are the following:

• Service: I provide, helpful service focused on the needs of others.
• Empathy: I welcome and connect with you on a personal level.
• Relationships: I create partnerships, working a way that benefits everyone.
• Value: I recognize the importance of others and treat everyone with respect.
• Excellence: I go above and beyond to deliver an exceptional experience.

Qualifications:

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.

Education and/or Experience:

Required:

• Minimum: High School Diploma or GED
• Three to five years of experience in medical/dental office
• Medical/Dental supervisory experience
• Related experience in Community Health Center
• Experience in one of the following areas: Customer Service, Call Center, Medical Records or other related experience.
• 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, EagleSoft)

Preferred:

• Associates degree in related field.

Language Skills:

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.

Mathematical Skills:

Must have the ability to add; subtract; multiply; use percentages, fractions, decimals; interpret numeric graphs; and apply basic algebra, geometry, and statistics.

Equity Statement:

At La Clinica, we commit to engage everyone in a welcoming, respectful, and loving way and to maintain the dignity and value of all people above everything else. These standards align with our organization’s vision of absolute excellence, open-hearted community, and well-being for all.

For more information, please visit our website at: https://laclinicahealth.org/patients/approach/

Applications will be reviewed by the appropriate Department for interview; those selected must be able to provide proof of legal right to work in this country. Criminal history background check and pre-employment drug screen will be performed prior to any job offers. La Clinica is a drug free work environment. Equal Opportunity Employer. La Clinica complies with the Americans with Disabilities Act. If you consider yourself disabled and desire assistance in the application process, please contact the Human Resources Department.