Patient Operations Lead

Description

Schedule

Tuesday-Friday: 9am-6pm

Saturdays: 7:30am-4pm

The Opportunity

The Patient Operations Team Lead is the heartbeat of the clinic’s daily operations- leading a team that ensures every child and family receives a smooth, welcoming, and well-organized care experience. This role combines leadership, problem-solving, and operational excellence to oversee scheduling, patient check-in and check-out, provider scheduling, interpreter coordination, newborn scheduling, and new family tours.

Perfect for someone who thrives in fast-paced healthcare environments, this position empowers a strong leader to guide teams, improve workflows, and create a family-friendly atmosphere where patients feel supported and staff feel connected. By partnering with leaders across COPA clinics, the Patient Operations Team Lead plays a key role in delivering the exceptional pediatric care experience families trust every day.

The Company

Central Oregon Pediatric Associates (COPA) has been caring for kids and families in Central Oregon for over 50 years, building lifelong relationships and helping children thrive from newborns to teens. Our mission is to provide exceptional, right-fit care for kids at every age and stage, and our vision is to improve the health of all kids in our community. We do this in a welcoming, inclusive environment where collaboration, openness, play and accountability are part of how we care, not just what we do. At COPA, you’ll work alongside people who value kindness, teamwork, and earning families’ trust every single day.

The Job

•  Lead and coach the Patient Operations team through daily guidance, feedback, training, and support while modeling exceptional patient service and professionalism.
• Coordinate daily clinic operations and staffing, including schedules, coverage, workflow, and ensuring the right support is in place to keep clinics running smoothly.
• Drive performance and process improvement by tracking key performance indicators, identifying workflow opportunities, and helping implement department goals and priorities.
• Support patients, families, and care teams by addressing inquiries and concerns, facilitating communication, and ensuring a positive and efficient patient experience.
• Partner with Patient Operations leadership on timecard approval, operational procedures, MyHealth workflows, communication, and consistency across COPA clinics.

Benefits:

• 401k and Profit sharing
• HSA, HRA and FSA Enrollment
• Medical, Life, Vision and Dental Insurance
• Supplemental insurance Options
• Pediatric Care Benefits
• Employee Assistance Program (EAP)
• Working with Amazing Kids

Requirements

Education and Certification:

• High School diploma or equivalent required

Experience:

• Three years of customer service experience required, clerical experience in clinical setting preferred.
• Exceptional and proven communication skills and ability to interact with a diverse population of professionals.
• Ability to multi-task and work independently with minimal supervision. Attention to detail. Strong analytical, problem solving and decision-making skills. Ability to work in a team and promote team driven outcomes.
• Must be flexible and willing to work any COPA site during the evenings, weekdays and weekends as needed by organization for coverage purposes.
• Epic EMR experience preferred. Proficient with Microsoft Office Suite.
• Bilingual in Spanish and English a plus.

Physical Requirements:

• Use of clear and audible speaking voice and the ability to hear normal speech level in person, over the telephone or through use of other required technology. Sitting or standing for long periods of time. Frequent repetitive motion includes computer keyboard use, reaching with hands and arms, and walking. Occasional lifting and or moving up to 30 pounds and on rare occasion up to 50 pounds. Specific vision abilities required include viewing computer monitor for long periods of time, close vision, distance vision, color vision, peripheral vision, and depth perception.
• Must be able to wear appropriate personal protective equipment (PPE) as required.

Working Conditions:

• Work inside in a general medical office or personal office (HIPAA Compliant) Setting with ergonomically configured equipment.
• Travel between COPA clinics, business office and community partners as required.

This job description is intended to provide a general overview of the position and is not an all-inclusive list of duties, responsibilities, or expectations. Responsibilities may change as business needs evolve.