Ophthalmology Front Desk Experience Lead

CFR TN MANAGEMENT LLC; Bella Vista Acres (TN); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Generous PTO allowance

Holiday Pay

Health, Dental & Vision

Life Insurance

401k with discretionary match

Uniform Allowance (clinic only)

Professional Development

Job summary

The CFR TN Management LLC ophthalmology practice is seeking a Patient Experience Lead to oversee front desk operations and ensure a seamless patient journey. You will train and mentor the front desk team, manage check-in/out, scheduling, insurance verification, and policy rollout with the Practice Manager.

A focus on HIPAA compliance, patient education, and KPI-driven performance is essential. This on-site role emphasizes leadership, process improvement, and exceptional communication to maintain

Qualifications

• Minimum 1 year as a front desk teammate at SEEMS or 2 years of experience at an external company with relevant experience.
• CHAA or CPSS certification may be obtained in lieu of experience.
• Completion of at least 10 qualifying SEEMS Advancement Credits every 24 months.
• Demonstrate a comprehensive knowledge of all daily front desk duties.
• Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.

Responsibilities

• Advanced Patient Care Coordination
• Leads and mentors the Patient Experience Coordinator I and II team members by example.
• Ensures smooth and efficient front desk operations, including patient check-in/check-out, scheduling, and insurance verification.
• Assists in the development and implementation of front desk policies and procedures to enhance workflow and patient satisfaction.
• Acts as the primary point of escalation for front desk issues, efficiently resolving patient concerns and operational challenges.
• Collaborates with the Practice Manager to identify areas for improvement and implement best practices.
• Monitors front desk performance metrics, ensuring adherence to KPIs such as wait times, patient satisfaction, and schedule utilization.
• Maintains strong knowledge of insurance policies, prior authorizations, and payment collections to assist in patient education and front desk support.
• Ensures compliance with HIPAA, OSHA, and company policies to maintain a safe and confidential environment.
• Coordinates staffing and shift coverage to ensure front desk operations run smoothly.
• Acts as a liaison between front desk staff and management, effectively communicating updates, concerns, and process improvements.
• Demonstrates intricate knowledge of all front desk duties.
• Addresses and resolves complex patient concerns or complaints, working directly with patients and medical staff to find solutions that align with company policies and patient needs.
• Leads the efforts to ensure patients receive clear and thorough explanations of their care plans, procedures, and post-care instructions, acting as their advocate throughout their journey.
• Assists in providing exceptional care by ensuring timely and accurate appointment scheduling, ensuring patients are well-informed about their visit times, and any needed documentation for their appointments (ex: insurance cards, copays, existing patient balances, etc.)
• Ensures smooth patient registration by performing all needed pre-registration tasks.
• Accurately collects and verifies patient information during check-in, ensuring that all forms, insurance details, and personal data are completed correctly and securely.
• Ensures 20/20 Patient Experience by: Anticipating patient’s registration and billing needs, Anticipating patient’s needs, such as water, snacks, etc., Providing consistent customer care

Skills

Customer service

Communication skills

Attention to detail

Teamwork

Problem solving

Tools

Microsoft Office

Job description

The CFR TN Management LLC ophthalmology practice is seeking a Patient Experience Lead to oversee front desk operations and ensure a seamless patient journey. You will train and mentor the front desk team, manage check-in/out, scheduling, insurance verification, and policy rollout with the Practice Manager.

A focus on HIPAA compliance, patient education, and KPI-driven performance is essential. This on-site role emphasizes leadership, process improvement, and exceptional communication to maintain