Job Description


The Office Lead relies on experience, working under general supervision, performs a combination of non-routine and complex clerical duties requiring specific technical and general knowledge of systems. In addition, performing various medical support specialist duties, performs lead duties for Front Office to ensure optimal patient flow and excellent customer service by putting all customers (internal and external) first. The Office Lead performs these requirements in accordance with MBI/OUCH policies, practices and procedures.


  • Effective communication and interaction with employers, patients, providers, and other colleagues
  • Excellent telephone and personal etiquette
  • Leadership capabilities
  • Ability to coordinate and prioritize multiple tasks in a fast-paced environment
  • Ability to identify areas of concern, develop an action plan, and execute on the plan
  • Excellent customer service skills
  • Professional, warm, energetic, positive attitude
  • Willingness to attend and successfully complete Urine Drug Screen (UDS) and Breath Alcohol Testing (BAT) certification class
  • Ability to resolve colleague, customer, and patient issues in an effective and timely manner
  • Effectively lead a team in conflict resolution, team building, interpersonal relationships, mentoring, and motivating
  • Follows HIIPAA guidelines and safety rules as outlined in training received
  • Must utilize sound judgment, reliable rationale, and common sense
  • Must thrive in a high-paced, extremely energetic environment driven by self-motivation and self-initiative

 Essential Duties: 

  • Prepares patients chart for visit
  • Obtains authorization as needed to process patients for services needed
  • Greets patients and visitors and directs them accordingly
  • Admits patients into Systoc in accordance with client company protocols
  • Explains all required paperwork and forms to patients and ensures proper completion of all paperwork
  • Answers incoming telephone lines in accordance with company procedures and directs callers accordingly
  • Checks out patient via Systoc according to procedure and distributes records according to Employer’s protocols
  • Ensures all paperwork is complete
  • Ensure all paperwork is scanned and reported according to policies and procedures
  • Files paperwork, medical records and correspondence according to defined company procedures.
  • Maintains inventory of office supplies and printed forms
  • Manages dissemination of all paperwork to outside parties including non-injury paperwork, custody and control forms.
  • Follows HIIPAA guidelines and safety rules as outlined in training received
  • Completes processing of patient STAT referrals including accurate check-out, paperwork processing and patient education. 
  • Assists Center Administrator in managing daily administrative functions
  • Effectively trains and guides new front office staff
  • Independently resolves center operation challenges without direction
  • Assist with Back Office when needed 
  • Performs other duties as assigned
  • Lead Duties:
    • Oversees Front Office scheduling
    • Leads all front office personnel under the direction of Center Medical Director and/or Center Administrator
    • Assigns duties and responsibilities for front office personnel
    • Performs on-going training and development for front office personnel
    • Participates in the hiring of new front office colleagues
    • Performs duties to achieve or exceed established service standards
    • Ensure front office staff is providing excellent customer service standards
    • Coach staff on errors, flow, etc.
    • Able to communicate /collaborate with back office lead
    • Performs any other tasks and duties as assigned



    • Minimum 2 years of medical customer service experience