Founded in 1970, East Valley Community Health Center is a Federally Qualified Health Center (FQHC) who's services include providing personalized, affordable, high-quality medical, dental, vision and behavioral health care through a community-based network within the East San Gabriel Valley and Pomona Communities. Our staff practices patient-centered care by serving each patient with a personalized care plan that meets their individual needs. Our patients have access to support services that include, nutrition, health education, case management, pharmacy, lab, and x-ray at our health center locations. East Valley serves the health care needs of uninsured and underserved individuals and families throughout our 8 health center locations.

Our mission is to provide access to excellent health care while engaging and empowering our patients, employees, and partners to improve their well-being and the health of our communities.

We have an exciting opportunity to bring onboard a Front Desk Lead (Customer Service Representative Supervisor) to supervise the front desk at our West Covina location.

POSITION PURPOSE:

Under the direction of the Clinic Manager, the Customer Service Representative (CSR) Lead will oversee all Customer Service Representatives in the clinic and assist in providing support to patients, incoming calls from patients, potential patients, and/or employees. The CSR Lead will provide excellent customer service to all patients, employees and handle any patient issues that arise from the front desk. This position provides support service to patients at the highest level of professionalism and respect. This position will also identify problem areas and implement workflow changes as needed. CSR Lead will provide day-to-day oversight including but not limited to all appointment types for EVCHC

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Supervise the customer service representative team and lead by example when providing customer service that is aligned with EVCHC’s mission and core values.
• Assists with general clerical/administrative duties as needed, including, but not limited to, answering phones, filing, preparing correspondence and memoranda, faxing, copying, mailing, check-in patients, confirm all patient demos, appointments and notes in OP, confirm insurances, register new patients, confirm all appointments, patient portal sign-up, collect copays/deductibles/balances, input referrals into medical groups based on provider requests and medical records requests.
• Manages office schedule and when needed, establish, modify, implement, and monitor systems and procedures to enhance timely and efficient workflow.
• Direct, train, and oversee the customer service representative team on daily performance.
• Promote working relationships between front and back staff.
• Assist in identifying the reason for calls and respond accordingly.
• Handle employee disciplines in a timely manner.
• Identifies problem areas and taking appropriate corrective actions
• Prepare and deliver annual reviews for all front office staff Responsible for staff adhering to organizational policies and procedures and government regulations (HIPAA, OSHA)
• Other job duties as assigned.

POSITION REQUIREMENTS AND QUALIFICATIONS:

• High school diploma or equivalent.
• Minimum of 3 years supervisory experience
• Must be organized, very detail-oriented, and able to multi-task and prioritize in fast-paced environment.
• Excellent verbal and written communication skills.
• Must be proficient in Microsoft Word, Excel
• Experience in working in an EMR environment (NextGen)
• Strong organization, problem-resolution, and analytical skills.
• Ability to work independently and as a member of various teams and committees
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to work under stress, with interruptions and deadlines
• Bilingual in English and Spanish preferred but not required.
• Weekend coverage may be required.

East Valley offers a competitive salary, excellent benefits to include: medical, dental, vision, and defined contribution retirement plan. You will also enjoy work-life balance with paid time off and paid holidays throughout the year.

Principals only. Recruiters, please do not contact this job posting.

EOE is the Law. It is the stated policy of EVCHC to conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit Retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.