Front Office Supervisor

Job Purpose:  

Support the achievement of mission, goals, organizational quality, and patient-centered care. Follow organizational policies, procedures, standards of care, and relevant laws and regulations, including HIPAA and OSHA. Safeguard the dignity, privacy, and confidentiality of patients, their families, co-workers, and others. 

Assist and support Front Office staff (Patient Service Representatives, Scheduling, Credentialing, and Billing) and collaborate with the Chief Behavioral Health Officer to ensure smooth operation of the clinic sites. 

Support the front office in creating a team-oriented, patient-centered primary care clinic that serves both insured and uninsured children and adults. Focus particularly on providing care to individuals facing barriers such as income, language, cultural differences, and social challenges. Work collaboratively with clinic staff to plan and address issues, ensuring a smooth and efficient patient flow during scheduled clinics. 

Duties/Responsibilities: 

• Adhere to the spirit of Waterfall Community Health Center to remove barriers to care and our mission statement while performing assigned duties. 
• Demonstrate the core values of Integrity, Respect, Accountability, Compassion, Partnership, and Collaborative Communication. 
• Assist with the assignment of work to front office personnel who support Waterfall’s Community Health Center’s (WCHC’s) goals and objectives. 
• Help the front office staff with increasing productivity and competency by recommending improvements as necessary. 
• Schedule qualified patients for an appointment based on established protocol, identified need, and availability of appointments.   Confirm patient appointments according to WCHC procedure, and request scheduling direction from the Controller when a patient's need for a same-day appointment cannot be met. 
• Assist with daily control of templates and ensure provider templates are filled to their full capacity.  Guide Patient Service Representatives to follow established scheduling protocol, identifying the need and availability of appointments.   
• Encourage assigned staff to meet patient needs with a high level of customer service. 
• Provide back-up support for front office positions at times of unanticipated need, planned or unplanned employee absence. 
• Perform other job-related duties, as assigned. 
• Assist the credenitaling Specialist with credentialing providers with all payors once they have accepted a position with Waterfall. 
• Work billing WQs as well as processing daily deposits. 
• Performs any other duties needed to help drive our Vision, fulfill our Mission, and abide by our Organization’s Values. Licensure/Certification Requirements. 

Education and Experience: 

• High School Diploma required.  
• 1-2 years of previous management experience.  
• Associate's degree in a related field preferred. 
• Demonstrated coaching ability and experience. 
• Strong computer skills, including experience with Microsoft Office software.  
• Excellent verbal and written communication, problem-solving, and organizational skills. 
• Reliable attendance and consistent community engagement   
• Organizational and time management skills. 
• HIPAA rules and regulations as related to all aspects of a health care organization. 
• Medical office practice requirements, including laws related to OSHA, bloodborne pathogen control, and HIPAA compliance. 
• Front and back-office workflows, provider productivity benchmarks. 
• Electronic health records (EPIC) process and procedures. 
• Maintain a non-judgmental attitude. 
• Communicate effectively both verbally and in writing to patients and team members of all skill levels. 
• Excellent customer service skills. Listen to the customer and strive to exceed their expectations. 
• Ability to work effectively as a member of a team or individually. 
• Remain calm and poised during urgent situations. 
• Work a flexible schedule when circumstances arise. 
• Identify problems, research, and recommend solutions. 
• Exercise initiative, judgment, discretion, and decision-making. 
• Time management skills. 
• Maintaining confidentiality of sensitive information. 

Licensure/Certification Requirements:  

• Current American Heart Association (AHA) Basic Life Support (BLS) card.?The employer provides training. 
• Non-violent Crisis Intervention Comprehensive training class completed within 3 months of hire and recertified prior to the expiration date.??The employer provides training.   

Immunizations Required: 

• TB test (upon hire) 

Physical Requirements: 

• Prolonged periods sitting at a desk working at a computer. 
• Able to lift up to 15 pounds occasionally. 
• Able to travel as needed