Lead Back Office Technician

Description

The Lead Back Office Technician (LBOT) oversees a team of personnel in a single office location. The LBOT participates in the hiring and training of Back Office and Front Office personnel. The LBOT will develop their team through effective leadership, coaching, and mentoring. They are responsible for managing the scheduling of the office personnel ensuring the office is appropriately staffed. The LBOT is responsible for ensuring their team maintains an appropriate and adequate clinical supply and inventory in the office, while simultaneously remaining fiscally responsible. Must support the policies and goals of Acuity and thus participate in the growth and future of the company. 

ESSENTIAL FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. 

Management Duties:

 Provide effective leadership, coaching and mentoring in an effort to identify and implement opportunities for improvement. 

 Participates in Human Resources related functions, such as Interviewing, Identifying, Selecting and Developing talent, Performance Appraisals (30, 60, 90 day, annual), Disciplinary Actions and Salary Administration.

 Manage a team of Back Office and Front Office employees; act as mentor, support, and assist in the development and training of staff.

 Monitor performance and ensure optimal staffing levels.

 Determine and maintain efficient staffing levels by training, developing, coaching, counseling, supervising, evaluating, and terminating staff as needed. 

 Lead at least one office meeting per quarter.

Must be able to perform the following at an Exceptional Level, as well as train others:

•  Ability to do a basic Visual Acuity (VA) assessment.
•  Ability to perform an intraocular pressure (IOP) test with a Tonopen unit.
•  Administer topical ophthalmic and dilation medications to a patient.
•  Collect and document the patient’s chief complaint.
•  Verify the patient’s ocular and medical health history.
•  Document medications patient is taking. 
•  Ability to take Fundus photos.
•  Administer a Visual Field (VF) test.
•  Ability to perform a Flourescein Angiogram (FA) procedure.
•  Ability to perform an Indocyanine Green Angiography (ICG) procedure.
•  Ability to perform a Refraction test.
•  Understands back-up protocol for processing patients in the event of system outages. 
•  Ensure all check lists, procedure logs, charge outs, and medical logs are performed daily.
•  Maintain a clean, sterile, and cheerful environment where your patients feel comfortable; prepare patients for treatment, and assist the doctors - thereby enabling them to provide efficient, quality treatment.  
•  Act as the lead contact for clinicians for assigned office and owns patient and operational flow of the clinic.
•  Responsible in obtaining consents from the patients. Ensure that patients read and sign the consents.
•  Responsible for all retina medications (storage, refrigeration, temperature log, etc.).
•  Maintains an appropriate professional appearance and demeanor in accordance with Company policies.  
•  Keep commitments and keep direct supervisor informed of work progress, timetables, and issues.
•  Maintain strict compliance with State, Federal and other regulations (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).
•  Obtain and review medical history and/or records from patient. Ensure that the health history is updated for all returning patients. 
•  Escort patients to/from the front desk to the lane and introduce them to the Doctor.
•  Provides written instructions and/or patient education materials for the patient to review at home. Ensure patient understands all instructions.
•  Provides accurate documentation and summarization of an ocular examination, while maintaining patient flow and communication regarding appointment status.
•  Correctly summarize and document what the physician says during an examination, including but not limited to, proper charting of the examination: documenting additions to the chief complaint, assessment and recommendations for treatment.
•  Files charts, demographic forms, HIPAA Acknowledgement forms, insurance cards, etc. and ensure that they are accurately and completely uploaded into Care Cloud System.
•  Receives supply deliveries and rerouting them to appropriate staff.
•  Daily supply inventory and ensure that all exam rooms are well-stocked.
•  Maintains clean and orderly waiting area including reading material / television.
•  In some clinics, may be required to drive patients in a company-provided vehicle.
•  Other duties as assigned by management.

Requirements

QUALIFICATION GUIDELINES:

REQUIRED: High School education, GED or equivalent. 3 or more years of experience as a Back Office Technician in the Ophthalmic industry. 

DESIRABLE: Associates or Bachelor’s Degree. Knowledge of WORD, EXCEL, POWERPOINT and Care Cloud applications. Experience leading a team, mentoring and coaching subordinates.

CERTIFICATES/LICENSES/REGISTRATIONS:

Valid Driver’s License (if required for assigned clinic)

KNOWLEDGE/SKILLS/ABILITIES/TALENTS:

• Must have thorough working knowledge of front office procedures and roles.
• Results Oriented (Energetic self-starter; sets realistic goals; meets commitments; persistent, prioritizes daily to achieve results).
• Effective Team Builder (Character/Integrity; communicates openly; willingness to confront; motivator/inspirer; educator/trainer, promotes learning; effective assessor of talent; consistent)
• Customer Service Advocate (flexible and adaptive; empathetic; passionate; ethical).
• Process Focused Operator (data driven decision-maker; detailed; organized and structured; comprehensive knowledge of all operational processes; computer proficient).
• Financial Acumen (understands profit drivers; utilizes metrics to manage; builds the financial understanding of staff and clinicians; understands local market drivers and competition.
• Influencer (active listener/observer of behavior; builds trust with those requiring coaching; creates a win/win need for change; tailors coaching style to the individual’s needs; recognizes and celebrates improvement to sustain change).
• Ability to respond to common inquiries from customers, staff, vendors, or other members of the community.
• Ability to draw valid conclusions, apply sound judgment in making decisions, and to make decisions under pressure. 
• Ability to interpret and apply policies and procedures.
• Must address others professionally and respectfully by actions, words and deeds.
• Detail oriented, organized, process focused, problem solver, self motivated proactive, customer service focused.
• Displays independent judgment by willingness to make timely and accurate decisions based on available information that is sometimes vague or limited in nature.    
• Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment, without compromising quality of work.
• Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the clinic.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 

• This is primarily an office classification. Temperature conditions are controlled with limited direct exposure to hazardous physical substances. The noise level in the work environment is usually low to moderate.  
• Ability to travel to multiple office locations.  
• While performing the duties of this job, the employee is regularly required to sit, stand, walk, handle, or feel, reach with hands and arms, see, talk and hear. The employee will frequently lift and/or carry reports, records and other materials that typically weigh less than 20 pounds. The employee is occasionally required to stoop, kneel, bend, or crouch. 
• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, calculator, and other standard office equipment.

All of the information contained herein reflect general details as necessary to describe the principal functions of this classification, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Management reserves the rights to add, modify, change, or rescind the duties and/or work assignments of all positions, without advanced notice, and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Notwithstanding any of the foregoing described job responsibilities, employee shall not engage in activities that constitute the practice of ophthalmology as prohibited under applicable law. Employee shall neither exercise control over nor interfere with the clinician-patient relationship. Clinicians shall have sole responsibility for all professional services provided to patients.