Front Office Lead, Primary Care, 8a-4:30p

University of Louisville Physicians; Mount Washington (KY); On-site; USD 42,000 - 60,000; Full time

Job summary

University of Louisville Physicians is seeking a Front Office Lead for the Mt. Washington location to oversee front desk operations, check-in/out, scheduling, and records management. The role ensures accuracy, timeliness, and HIPAA compliance while supporting the practice team.

Under supervision of a Practice Manager, you will train staff, manage appointment workflows in EPIC, verify benefits, and coordinate with physicians to maintain smooth patient flow and excellent service.

Qualifications

• High school diploma or GED is required.
• Two years of medical office experience required.
• Four years of office or customer service experience preferred.

Responsibilities

• Supervise front office staff handling check-in/out, scheduling, payments, and benefit verification.
• Supervise appointment request calls and ensure proper phone etiquette and scheduling protocols.
• Enter physician schedules into EPIC and create templates as needed.
• Assist practice manager with monthly and ad hoc staff meetings.
• Ensure adherence to HIPAA and staff updates to policies and procedures.

Skills

Front office supervision

EPIC scheduling

HIPAA compliance

Customer service

Communication

Education

High school diploma or GED

Tools

EPIC EMR

Microsoft Office

Job description

Primary Location: Primary Care Mt. Washington - ULP - CMG Address: 532 N. Bardstown Road Mt. Washington, KY 40047 Shift:

Job Description Summary:

About UofL Health: UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehab Institute and Brown Cancer Center. With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofL Health is focused on one mission: delivering patient-centered care to each and every patient each and every day.

Job Description: Position Summary and Purpose

The Front Office Lead is responsible for overseeing the duties of staff at the front office including check-in, check-out, scanning and filing electronic medical records, appointment scheduling, referral process to specialist (if applicable) and appropriate release of medical records. The lead will ensure that responsibilities are carried out with accuracy and timeliness.

Essential Functions:

Under the direct supervision of a Practice Manager, this position provides coordination and administration of front office activities, and:

• Supervises front office staff responsible for check-in and check-out of patients including scheduling of appointments, collecting payment and benefit verification on all patients in accordance with practice policies
• Supervises staff handling appointment request calls and assure staff is trained in answering phones appropriately and following all scheduling protocols
• Enters physician schedules into EPIC and create templates, as needed
• Assists practice manager with monthly and ad hoc meetings with staff
• Ensures adherence to HIPAA guidelines and ensures compliance from all front office; ensures all front office staff members read, acknowledge and follow updates to policies and procedures

Other Functions:

• Works with practice manager to facilitate training of new hires and complete other training initiatives
• Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
• Maintains compliance with all company policies, procedures and standards of conduct
• Performs other duties as assigned

Job Requirements (Education, Experience, Licensure and Certification)

Education:

• High school diploma or GED/Equivalent (required)

Experience:

• Two (2) years of medical office experience (required)
• Four (4) years of office experience or customer service experience (preferred)

Job Competency: Knowledge, Skills, and Abilities critical to this role:

• Demonstrates initiative and displays strong problem solving and critical thinking skills– able to think through issues and identify appropriate options; works proactively by anticipating and planning for problems before they arise
• Demonstrates service excellence by being responsive, informing constituents of process, being pleasant to work with, educating and providing timely, accurate information
• Demonstrates organizational skills by managing time effectively, keeping tasks appropriately prioritized and changing directions as, needed, for the good of the department or organization
• Demonstrates a strong work ethic – motivated, diligent, industrious and persistent in the workplace, stays on tasks to completion, works at a fast pace to ensure optimal efficiency
• Strong interpersonal and communication skills– can build effective, strong working relationships with employees, colleagues, management and vendors through trust, communication, and credibility

Language Ability:

• Must be able to communicate effectively in both verbal and written formats

Reasoning Ability:

• Ability to break down problems or tasks; using prior knowledge and experience to identify causes and consequences of events
• Able to assist others in developing critical thinking skills

Computer Skills:

• Basic Microsoft Office skills (Word, Excel)
• Experience with electronic medical records, EPIC preferred
• Must have the capacity to learn other relevant systems and databases, as needed.

Additional Responsibilities:

• Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
• Maintains confidentiality and protects sensitive data at all times
• Adheres to organizational and department specific safety standards and guidelines
• Works collaboratively and supports efforts of team members
• Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community

UofL Health Core Expectation:

• Honoring and caring for the dignity of all persons in mind, body, and spirit
• Ensuring the highest quality of care for those we serve
• Working together as a team to achieve our goals
• Improving continuously by listening, and asking for and responding to feedback
• Seeking new and better ways to meet the needs of those we serve
• Using our resources wisely
• Understanding how each of our roles contributes to the success of UofL Health

UofL Health is a fully integrated regional academic health system with nine hospitals, four medical centers, Brown Cancer Center, Eye Institute, nearly 200 physician practice locations and more than 1,000 providers in Louisville and the surrounding counties, including southern Indiana. Additional access to UofL Health is provided through a partnership with Carroll County Memorial Hospital. With more than 14,000 team members – physicians, surgeons, nurses, pharmacists and other highly-skilled health care professionals, UofL Health is focused on one mission: to transform the health of communities we serve through compassionate, innovative, patient-centered care. Please login into Workday and search for Job Hub.