Site Operations Lead

About the role

The Site Operations Lead supports daily operations at their assigned Sarasota Arthritis Center location. This hands-on working lead assists with patient flow, clinical and front-office coverage, administrative coordination, and secondary telephone coverage for the centralized Call Center. The role serves as the primary on-site operational contact and reports directly to the Operations Manager.

What you'll do

• Coordinate site operations and patient flow, escalating significant concerns to the Operations Manager.
• Provide PCC coverage, including check-in, check-out, scheduling, and registration.
• Provide MA coverage, including patient rooming, vital signs, and clinical support as trained.
• Perform venipuncture and specimen collection when appropriately trained and authorized.
• Answer overflow calls in Scheduling, Clinical Questions, and Zero queues when available.
• Document patient calls and route clinical questions through NextGen tasks to the MA team.
• Handle routine patient service concerns and escalate complex complaints.
• Coordinate daily mail, incoming faxes, scanning, and patient document uploads.
• Collect office and clinical supply requests and communicate needs to the Operations Manager.
• Perform or coordinate infusion medication inventory counts and report results.
• Coordinate approved pharmaceutical representative lunches and site arrangements.
• Identify site maintenance, cleanliness, safety, and readiness concerns.
• Provide daily workflow guidance and support for PCCs and MAs.
• Assist with unexpected staffing shortages and coordinate immediate PCC/MA coverage needs, personally providing coverage when necessary and communicating staffing concerns to the Operations Manager.
• Assist with staff coverage needs and onboarding of new operational employees.
• Work with providers and centralized departments to address routine site problems.
• Support process improvements and reinforce established Practice workflows.
• Maintain compliance with HIPAA, OSHA, infection prevention, and SAC policies.
• Other duties as assigned. This description is not designed to cover a comprehensive list of duties and may change at any time. Formal discipline, performance reviews, and employment decisions remain with authorized management.

Qualifications

• High school diploma or equivalent required.
• At least two years of experience in an outpatient healthcare or medical office setting.
• Hands-on Medical Assistant experience required; MA certification preferred.
• Venipuncture and specimen collection skills with documented competency and authorization.
• Experience with patient scheduling, PCC duties, and telephone patient support.
• Previous Lead MA, Lead PCC, or Clinic Coordinator experience preferred.
• Strong organization, patient service, and problem-solving skills.
• Ability to guide peers without independent formal supervisory authority.
• Proficiency with EHR and practice management systems; NextGen preferred.
• Ability to shift between clinical, administrative, and phone responsibilities.
• Willingness to assist across SAC locations when necessary.
• Working knowledge of HIPAA, OSHA, and healthcare safety requirements.