Job Description

About CLS Health

CLS Health is a growing healthcare system in Houston, Texas that is taking a different approach to healthcare. We are a physician-led healthcare group that focuses on providing patients with holistic, multispecialty care. We're a dynamic team on a mission to provide better healthcare options for Houstonians!

The Clinic Lead oversees the organization, ensuring patients receive exceptional care and service throughout their healthcare journey at the company. The Customer Service Manager plays a critical role in fostering a patient-centric culture, enhancing patient satisfaction, and ensuring that patients receive the highest quality of care. This role involves various aspects of clinic management, including staff supervision, patient care coordination, administrative tasks, and maintaining compliance with healthcare regulations.

Lead Responsibilities:

• Training and coaching the staff to effectively communicate with patients, empathize with their needs, and provide accurate information regarding healthcare services, policies, and procedures.
• Develop and implement policies, procedures, and standards to ensure consistency and quality in service delivery. Coordinating monthly clinic team meeting.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive to identify and develop plans for areas of improvement on an n going basis.
• Handles discipline and termination of employees as needed and per company policy.
• Monitoring key performance indicators (KPIs) related to patient satisfaction, wait times, response times, and resolution rates to identify areas for improvement and implement strategies to enhance customer service quality.

Duties/Responsibilities:

• Oversee the coordination of patient care, including appointment scheduling, triage, and room assignments. Ensure timely and efficient patient flow, minimizing wait times and optimizing patient experience. Resolve patient complaints and professionally.
• Provides high level of customer service in all interactions. Maintain an open and accepting environment by remaining culturally sensitive to all patients.
• Manages a team and ensures they comply with company guidelines particularly related to quality of service.
• Maintain positive working relationships and coordinate activities with all customers in alignment with practice core values
• Ensure the clinic complies with all relevant healthcare regulations, including HIPAA and OSHA standards. Implement and monitor quality assurance protocols to maintain high standards of patient care. Perform periodic audits to identify areas for improvement and take corrective actions.
• Ensure the clinic complies with all relevant healthcare regulations, including HIPAA and OSHA standards. Implement and monitor quality assurance protocols to maintain high standards of patient care. Perform periodic audits to identify areas for improvement and take corrective actions.
• Ensure optimal phone answer rate (> 85%). – How to use 3cx. Ensure voicemails are checked and calls are returned and documented. By the end of the day, the voicemail box should be cleared.
• Ensure medications are being refilled promptly (Same day). Creating protocols with the physicians regarding medication refills. Prior Authorizations Medication and Surgeries: Handle through various portals, fax, or phone authorizations.
• Oversee administrative functions such as billing, coding, medical records management, and inventory control. Ensure compliance with regulations and standards related to healthcare administration.
• Supervise the ordering, storage, and utilization of medical supplies and equipment. Maintain an inventory control system to ensure adequate stock levels while minimizing wastage.
• Oversees providers and provides direction to midlevel healthcare providers (such as physician assistants or nurse practitioners) who work under the supervision of a physician.
• Ensure that these providers are performing their duties effectively and in accordance with established guidelines.
• Performs other related duties as assigned.
• May travel to other CLS clinic as needed

Benefits:

• 401(k)
• 401(k) matching
• Dental Insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Requirements

Required Skills/Abilities:

• Excellent management and Leady skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor staff
• Proficient in Microsoft Office Suite or related software.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.

Education and Experience:

• Bachelor’s degree preferred.
• Completion of a Medical Assistant program with a diploma or certification required.
• At least three years of customer service experience required.
• Previous experience in a Lead role preferred.
• Proven track record of delivering high-quality customer service and driving improvements in customer satisfaction and loyalty.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 15 pounds at times