Office Lead - Sun City West in Sun City West, Arizona at Arizona Pain Doctors

Department: Clinic
Reports To: Clinic Manager / Practice Administrator

The Office Lead is responsible for supporting the daily operations of the clinic while ensuring exceptional patient care and an efficient workflow. This role provides leadership to front and back-office staff, coordinates clinic operations, oversees scheduling and administrative processes, and serves as a resource for patients, providers, and team members. The Office Lead promotes a positive patient experience, maintains regulatory compliance, and helps ensure the clinic operates efficiently and effectively.

• Provide day-to-day leadership and support to front and back-office staff.
• Develop and manage front office and back-office staff schedules.
• Foster positive communication among providers, staff, and patients.
• Ensure the clinic is prepared and fully operational each day.
• Maintain effective relationships with vendors, IT support, utility providers, and other service partners.
• Address patient concerns professionally and de-escalate complaints when appropriate.
• Maintain a rolling task list and provide regular updates to providers and leadership.
• Ensure staff compliance with clinic policies, procedures, HIPAA, OSHA, and other regulatory requirements.
• Monitor clinic capacity and complete weekly and monthly productivity reports.
• Collaborate with providers to optimize clinic schedules and improve patient access.
• Promote high standards of patient satisfaction and quality of care.

• Supervise daily front desk operations.
• Verify completion of registration, insurance verification, patient check-in/check-out, scheduling, referrals, reminder calls, and patient communications.
• Ensure accurate collection and reconciliation of copays, coinsurance, deductibles, and daily deposits.
• Balance daily cash receipts and prepare deposits and reports.
• Respond to patient billing questions and coordinate with the billing department as needed.
• Ensure medical records requests are processed accurately and timely.
• Monitor voicemail, patient portal communications, and front desk task queues.
• Follow up on missed appointments and coordinate patient rescheduling.
• Maintain a clean, organized, and professional reception area.

• Ensure procedure reminder lists and ordered services reports are completed.
• Verify referrals, authorizations, diagnostic orders, and follow-up tasks are completed promptly.
• Monitor documentation requirements, including procedure-related documentation.
• Maintain and resolve licensing, compliance, or regulatory issues related to pain management services.
• Coordinate communication between providers, medical assistants, and administrative staff.

• Oversee surgery scheduling and communication with patients, hospitals, and surgical facilities.
• Ensure insurance authorizations are obtained prior to procedures.
• Monitor billing workflows, including charge entry, superbill submission, and billing work queues.
• Ensure office visit and surgical charges are entered within 48 hours of service.
• Assist with resolving billing discrepancies and coordinating with the billing company.

• Provide guidance and direction to Medical Assistants regarding daily workflow and priorities.
• Promote efficient patient rooming and timely completion of provider orders.
• Ensure patient calls, pharmacy requests, messages, and documentation are handled promptly.
• Monitor incoming faxes and ensure appropriate distribution.
• Verify exam rooms remain clean, stocked, and prepared for patient care.
• Support providers by promoting efficient clinical workflows.

• Leadership and Team Development
• Patient Service Excellence
• Communication and Collaboration
• Organization and Time Management
• Problem Solving and Decision Making
• Accountability and Integrity
• Adaptability
• Regulatory Compliance

• High school diploma or equivalent
• Minimum of two years of experience in a medical office or healthcare setting.
• Prior leadership, supervisory, or team lead experience preferred.
• Knowledge of medical terminology.
• Strong organizational, communication, and problem-solving skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Professional, courteous, and patient-focused demeanor.
• Strong customer service and conflict resolution skills.
• Proficiency with Microsoft Office applications and electronic medical record (EMR) systems.
• Excellent attendance and reliability.
• Ability to work independently while collaborating effectively within a team.

• Bilingual (English/Spanish or other language).
• Experience with scheduling, insurance verification, referrals, prior authorizations, and medical billing processes.