Office Lead

About the role

Primary Department, Division, or Unit:

Primary Work Shift:

Regular Scheduled Weekly Hours:

Compensation Range:

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Essential Functions: 

• Lead daily front-office operations by coordinating clerical workflows to ensure accurate, timely, and patient-centered service delivery 

• Provide day-to-day guidance and functional supervision to clerical staff to promote consistency, teamwork, and service excellence 

• Train, orient, and mentor new team members to support engagement, confidence, and adherence to established workflows 

• Review system-generated reports, including registration, worklists, and open encounters, to identify issues and recommend reconciliation actions 

• Monitor provider schedules and patient flow, recommending adjustments to optimize operational efficiency and patient access 

• Serve as a knowledgeable backup for office staff to ensure continuity of operations during staffing fluctuations 

Scope and Impact: 

• Conduct staff audits to identify errors or trends, providing technical guidance and recommending corrective actions to support quality and accuracy 

• Collaborate with support departments, including Coding, Medical Records, and the Business Office, to maintain coordinated and effective office operations 

• Respond to patient inquiries and concerns in a timely and respectful manner, documenting interactions as appropriate to support service recovery 

• Escalate operational concerns, workflow challenges, or non-compliance issues to the office supervisor to support informed decision-making 

Compliance and Professional: 

• Advise leadership of observed non-compliance with organizational policies, procedures, or regulatory requirements to support operational integrity 

• Participate in required meetings and complete assigned documentation, including agendas, minutes, and action items, within established timelines 

• Maintain knowledge of applicable policies, procedures, and systems to ensure accurate guidance and support for front-office staff 

• Complete required training, education, and competency validations within established timelines 

• Safeguard sensitive data by following established security policies and procedures, using systems responsibly, and promptly reporting potential security incidents, risks, or policy violations 

• As applicable to your role, support cybersecurity and data protection requirements throughout the supplier lifecycle by coordinating vendor risk assessments, monitoring third-party compliance, and promptly reporting identified supply chain or cybersecurity risks 

Additional Expectations: 

• Demonstrate UHS Values of Compassion, Trust, Respect, Teamwork, and Innovation in all daily work and interactions 

• Execute responsibilities in accordance with organizational policies, procedures, and applicable regulations 

• Perform additional responsibilities as required to meet department and organizational needs 

Required: 

• High School Diploma or equivalent 

• At least 1 year of direct experience performing the exact or very similar duties required by the job within the same role or function 

• At least 1 year of healthcare experience working in the healthcare industry in any job function 

• At least 1 year of customer/patient-facing experience interacting and communicating with the public 

Preferred: 

• Associate Degree or Bachelor’s Degree 

• Up to 1 year of project/operations leadership experience leading projects, workflows, or operational processes

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At United Health Services (UHS), we believe every connection—to patients, to purpose, to each other—makes a difference. That’s why we’re intentional about supporting our team in ways that go beyond the job. Whether through meaningful benefits, personal growth, or fun along the way, we’re here to help you thrive in work and life.

A Culture of Connection – We support each other like family and create space for every voice to be heard. Engagement Councils, peer recognition, and initiatives like Walk in my Shoes for senior leaders are just a few ways we foster belonging and collaboration. Outside of work, we stay connected through team events like trivia, trunk-or-treat, volunteer days, our staff choir, or seasonal celebrations.

Comprehensive Benefits for Life & Family – We offer medical, dental, and vision coverage starting the first of the month after hire for employees working 24+ hours/week. With flexible plan options and coverage tiers, you can choose what fits your life best. Additional perks include discounted childcare through Bright Horizons and voluntary benefits like pet insurance, legal services, and identity theft protection.

​Well-Being & Financial Security – From day one, PTO starts accruing so you can take time to recharge. We support your long-term wellness with a 403(b) retirement plan and company match, flexible spending accounts, access to financial advisors, and up to $400/year in wellness rewards. When life gets tough, we’re here with 24/7 EAP counseling, virtual mental health support, a food pantry, PTO donation program, and professional attire through the Classy Closet.

​Growth That Moves with You – With access to 100,000+ online courses, leadership programs, tuition reimbursement, clinical ladders, and internal mobility, we help you grow wherever your passion leads. We also continuously review compensation to ensure market competitiveness and internal equity, so you can feel confident your work is valued and rewarded fairly.

​A Place to Call Home – Located in New York’s Southern Tier, UHS offers more than a career—we offer a lifestyle. Enjoy four-season recreation, affordable living, top-rated schools, minor league sports, craft brews, a close-knit community, and more, all within reach of the Finger Lakes, the Catskills, and major Northeast cities.

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United Health Services (UHS) is a locally owned, not-for-profit healthcare system in New York’s Southern Tier comprising four hospitals, long-term care and home care services, and physician practices in Broome and surrounding counties. UHS provides healthcare and medical services for two-thirds of the region’s population, produces $1.3 billion a year in total economic impact, and boasts a workforce of more than 6,300 employees and providers. 

At UHS, our work is guided by our Values of Compassion, Trust, Respect, Teamwork, and Innovation. Whether you provide direct patient care or support behind the scenes, you are part of a shared purpose: to improve the health and well-being of the communities we serve. Every employee plays a meaningful role in fulfilling our mission—we’d love for you to consider joining us!

United Health Services is an Equal Opportunity Employer.