Core Responsibilities:
-
Support front desk coverage and contributes to service team work
-
Monitor staff's attendance and absences and identify coverage plans for expected and unexpected absences
-
Monitor provider schedules daily to ensure smooth flow of patient visits
-
Manage the transportation schedule to maximize company resources and delivery on a positive patient experience
-
Complete daily operational rounds to confirm foundational activities have been completed
-
Monitor outstanding work queues, checklists and other performance indicators
-
Monitor front desk activities for completion, accuracy and quality including confirmation calls, copay collection and patient experience, and contributing to work, when needed
-
Help maintain the welcome space and community room to promote a positive patient experience and support growth
-
Own facilities management to keep the center safe, clean, and functional
-
Depending on the need of the center, manage hourly center staff ranging from front desk staff to medical assistants and phlebotomists
-
As invited by the practice manager, support the recruitment, hiring, onboarding, retention and performance management of the staff
-
Leverage practice dashboards and reports to identify areas for operational improvement
-
Structure and facilitate service and clinical team huddles
-
Engage in service recovery efforts, as needed and facilitate resolution
-
Champion new initiatives as workflows are improved and new services are added
-
Champion organizational operating procedures
-
De-escalate conflict as it arises, and seek resolution
-
Partner with other center leaders, including the Practice Manager and Medical Director to address staff performance and workflows
-
Other duties, as assigned
What are we looking for?
-
An exceptional ability to solve problems and think critically
-
Strong collaboration skills and demonstrated success working within a team
-
A flexible and positive attitude
-
Ability to work in a fast-paced, often ambiguous environment
-
A proactive and adaptable working style; able to take ownership of tasks
-
2+ years professional experience in a customer service setting
-
1+ year experience leading a team preferred
-
Proficient PC skills
-
Associate's degree required, Bachelor's degree preferred
-
US work authorization
-
Someone who embodies being 'Oaky'
What does being 'Oaky' look like?
-
Radiating positive energy
-
Assuming good intentions
-
Creating an unmatched patient experience
-
Driving clinical excellence
-
Taking ownership and delivering results
-
Being scrappy
