Lead Health Information Medical Records Clerk at FAMILIES TOGETHER OF ORANGE COUNTY – Tustin, California

Job Title: Lead Health Information Medical Records Clerk

Salary: $25-$27 per hour

Location: Tustin, CA

Openings: 1

Position Purpose: The Lead Medical Records Clerk is a senior-level role responsible for overseeing medical records operations while ensuring accuracy, compliance, and timely processing of patient information. This position manages incoming faxes, medical records requests, and electronic records maintenance, while adhering to established workflows and confidentiality standards.

In addition to core responsibilities, the Lead Medical Records Clerk serves as a leader and resource for staff by providing training, support, and guidance. This role helps maintain efficient clinic operations, supports front office and clinical teams as needed, and ensures a high level of customer service and patient-centered care.

Core Duties and responsibilities, include but are not limited to:

1. Reports assigned ready to perform job duties at the beginning of the shift, take breaks and report back to work at the specified time in accordance with Families Together Orange County.

2. Appearance exemplifies the professional image of Families Together Orange County through acceptable habits of dress, grooming and hygiene.

3. Serve as the primary on-site resource and escalation point for staff during daily operations.

4. Ensures to do daily huddles and providing any FTOC updates or changes.

5. Lead medical records clerks will oversee daily medical records operations to ensure accuracy, timelines and compliance.

6. Provide exceptional customer service to patients, families and visitors in a respectful and professional manner.

7. Manage incoming faxes, patient medical records request and document processing.

8. Maintain and update electronic health records (HER) systems with a high level of accuracy.

9. Ensure adherence to organizational workflows, policies and confidentiality standards (HIPAA).

10. Address and resolve escalated issues always related to medical records request with great customer service and a patient-centered approach.

11. Assist with incoming calls, assist patients with inquiries, and route calls appropriately if needed.

12. Assist with training, onboard and mentor new staff; ensure competency before independent assignment.

13. Supports all clinical teams during high-volume periods and staffing needs.

14. Provide real-time coaching, guidance and corrective feedback to staff as workflow issues arise.

15. Communicate and coordinate with clinical leadership regarding delays, staffing needs, or operational barriers.

16. Monitor and improve workflow processes to enhance efficiency and patient experience.

17. Maintain accurate patient records, documentation, and scanning of forms.

18. Secure patient information and maintain patient confidentiality by completing and safeguarding medical records and other patient information.

19. Accurately records patient information, measurement data, procedure documentation and test results in electronic medical record, securing workstation when finished.

20. Ensure the highest quality of health services are delivered in both clinic and field settings by maintaining a safe, secure, and healthy work environment.

21. Follows clinic standards and procedures, complying with legal regulations.

22. Demonstrate professionalism and foster collaboration with co-workers to enhance team productivity.

23. Values and respects the concerns and feelings of others. Demonstrates care, compassion and appreciation for the team.

24. Identifies with the organizational goals including customer service, fiscal responsibility and understands their role within it.

25. Proactively takes action without being prompted. Respond quickly to requests for assistance from team and work well with others.

26. Understand and follow the organization’s chain of command, escalating issues, concerns, and improvement suggestions to the appropriate supervisor.

This job description in no way states or implies that these are the only duties to be performed by the employee. He or she will be required to follow any other instructions and to perform other duties, within scope, as assigned by his or her supervisor.

Education, Qualifications, and Experience:

• High school diploma or GED required; some college coursework preferred
• Bilingual in Spanish required (additional languages such as Russian, Vietnamese, or Farsi are a plus)
• Minimum 3–5 years of experience in a healthcare or customer service environment required
• 2–3 years of experience as a Medical Records Clerk or in a related healthcare administrative role preferred
• Completion of advanced training in medical record operations, patient flow management, and customer service escalation
• Prior experience training, mentoring, or leading staff required
• Strong knowledge of medical record operations, healthcare workflows, and EMR/EHR systems
• Strong organizational skills, attention to detail, and accurate data entry/typing ability
• Excellent verbal communication, interpersonal, and customer service skills
• Ability to multitask and work effectively in a fast-paced, high-stress environment
• Ability to work independently with minimal supervision while maintaining professionalism and accuracy
• Demonstrated integrity, discretion, and commitment to confidentiality, including HIPAA compliance
• Culturally sensitive with experience working effectively with diverse populations

Work Schedule:

• General work hours are Monday to Friday 9 a.m. to 6 p.m., however, start times vary, depending on organizational, staffing, community, and patient needs.
• Work schedules are subject to change based on organizational, staffing, community, and patient needs. As such, FTOC may need to modify work schedules to meet such needs.
• Saturday work schedule will be part of a rotation and may be implemented or adjusted due to organizational, staffing, community, and patient needs as FTOC continues to grow and expand workdays and hours.
• Occasional Sunday shifts may be required if weekend hours are expanded in the future.
• Overtime may also occur due to organizational, staffing, community, and patient needs.
• Occasional travel will be required for this position. Must be able to travel to FTOC sites as needed, including short notice.

Families Together of Orange County (FTOC) is proud to be an equal opportunity employer. FTOC does not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.