Front Desk Manager, Full Time, Bullhead City, AZ

Front Desk Manager

Job Summary:
The Front Desk Manager is responsible for overseeing the smooth operation of all front desk activities, ensuring an efficient workflow while maintaining high standards of patient care and customer service.

Essential Duties & Responsibilities:

Front Desk Responsibilities:

• Customer Service: Demonstrate a thorough understanding of customer service principles and departmental expectations. Treat all patients, visitors, and colleagues with respect, dignity, and professionalism at all times.
• Communication: Maintain effective communication with all departments, fostering a collaborative and team-oriented environment.
• Professional Interaction: Communicate professionally with patients, visitors, and vendors, ensuring that all interactions are courteous and efficient.
• Fast-Paced Environment: Manage a high-volume, fast-paced environment with professionalism and composure.
• Patient Greeting: Greet all patients and visitors in a friendly, welcoming, and professional manner.
• HIPAA Compliance: Maintain patient confidentiality in accordance with HIPAA regulations.
• Patient Registration: Register Emergency Room, Direct Admission, and Outpatient Service patients promptly and efficiently, ensuring compliance with EMTALA.
• Insurance and Financial Data: Obtain necessary patient demographics, financial information, consents, and forms. Verify insurance plans, check benefits, and handle admission notifications and authorizations.
• Collections: Explain benefits and collect upfront payments for ER copays, deductibles, and self-pay balances.
• Payment Processing: Process payments and communicate regularly with the Central Billing Office to resolve errors.
• Patient Status Changes: Perform patient status updates as directed by clinical staff.
• Chart Maintenance: Maintain patient charts, ensuring they are accurate, complete, and compliant with hospital policies. Tasks include creating files, scanning documents, filing, and auditing charts.
• Phone Management: Answer, screen, and direct incoming phone calls promptly and professionally.
• Cash Handling: Oversee deposits and cash reconciliation during shift changes.
• Records and Logs: Maintain accurate spreadsheets, patient logs, and other required records.
• Performance Improvement: Participate in quality improvement initiatives and other related duties as assigned.

Management Responsibilities:

• Leadership: Lead by example, ensuring Front Desk staff adhere to proper etiquette and provide excellent service to patients, visitors, staff, and vendors.
• Staff Supervision: Oversee Front Desk staff performance, ensuring compliance with hospital standards for patient registration, customer service, financial counseling, and collections.
• Training & Development: In collaboration with the CNO and Director of Registration, interview, hire, train, and provide performance feedback for Front Desk staff. Ensure staff receives necessary training and completes annual competencies.
• Staff Management: Monitor Front Desk operations across shifts to ensure policies and procedures are followed consistently.
• Reports & Reconciliation: Generate and reconcile daily and monthly Front Desk reports, ensuring all records (spreadsheets, folders, logs) are accurate and complete.
• Quality Assurance: Compile daily, weekly, and monthly reports for Quality Assurance and Performance Improvement.
• Staff Meetings: Lead monthly staff meetings to review policies, procedures, and performance.
• Schedule Management: Maintain and post the Front Desk staff schedule, including holiday shifts, ensuring adequate coverage at all times.
• Conflict Resolution: Address intra-departmental conflicts and resolve patient complaints related to registration processes.
• Other Duties: Perform additional tasks as assigned by management.

Qualifications:

• Education: High school diploma or equivalent required; higher education preferred.
• Customer Service Experience: Proven experience in a customer-centric role, with exceptional interpersonal skills.
• Supervisory Experience: Minimum of one year of supervisory or leadership experience preferred.
• Technical Skills: Proficiency with computers, data entry (including 10-key by touch), and accurate typing skills (minimum 30 WPM).
• Conflict Resolution: Strong conflict resolution skills and the ability to handle challenging situations with professionalism.
• Insurance Knowledge: Two years of experience with insurance identification, verification, and benefit descriptions preferred.
• Regulatory Knowledge: Understanding of CMS, Medicaid programs, eligibility factors, and insurance authorizations.
• Medical Terminology: Familiarity with medical terminology.
• Scheduling Knowledge: Experience with employee scheduling and time management.

Schedule:

• Monday through Friday, with occasional weekends and nights are required.