Patient Experience Region 3 Supervisor

The Patient Experience Regional Supervisor should act as the face of the organization. This position will coordinate and oversee activities of the Patient Experience team members to ensure compassionate and professional care for patients and effective and efficient front office workflow. Ensures department is staffed with qualified, competent staff and is performing well as a team. Ensures staff is performing duties with accuracy by conducting periodic audits. Identifies and helps resolve any issues which are a barrier to the team achieving its goals. The Patient Experience Regional Supervisor will be observant and detail-oriented and possess an understanding of the clinical work flow, understanding of scope of practice, managing patient accounts, and leading staff through daily issues at the clinic. The Patient Experience Regional Supervisor will lead Patient Experience teams in customer service and focus on improving performance and processes in an effort to better support patient care. The Patient Experience Regional Supervisor will work closely alongside the in-house billing team. Patient Experience Regional Supervisor will coordinate between front office team members and in-house billing team to strategically focus on compliance and revenue cycle improvement.  

Duties and Responsibilities  

• Assists in the day-to-day management of the front desk duties 
• Hiring, coaching and training Patient Experience direct reports in daily duties and objectives and assist 
• Work directly with in-house billing team to improve revenue cycle  
• Communicate effectively with other Region team members 
• Required to be available for after hour staffing needs and discussion 
• Required to be on-site at each designated Region clinic location 2-3 days per week 
• Coordinate Meetings monthly for Patient Experience designated Region teams  
• Work alongside Compliance Auditor for front desk auditing and reporting 
• Maintain facility issues for repair alongside Compliance Officer 
• Facilitate dissemination of information for value-based care, quality initiatives, and compliance standards 
• Assist in performance improvement or disciplinary action as needed in conjunction with Patient Experience Leads and the Human Resources department  
• Oversight to Patient Experience team staffing schedule, PTO requests, and overtime  
• Leading team meetings, educating and coaching staff regarding processes and practices and set goals and expectations of Patient Experience Leads and Front Office Staff team members  
• Prepare reports and analysis of Front Office Data to improve processes, ensure resources are properly allocated and maximize efficiency and patient /team member satisfaction  
• Provide oversight and have knowledge on referral dashboard; working closely with Referral Coordinator  
• Monthly Emergency Preparedness and Rounding checklist completed and returned to Compliance Auditor for each designated Region clinic 
• Knowledge of Pharmacy workflow for medications at clinic locations and compliance requirements  
• Perform all duties within HIPAA regulations  
• Be passionate about healthcare excellence in accordance with Frontera’s Mission, Vision and Values 

Knowledge, Skills and Abilities 

Required  

• Knowledge of Center’s Policy and Procedures and ability to explain to team members. Assist with developing and/or updating policies and procedures.  
• Must have excellent public relations and customer service skills  
• Exhibit courtesy/respect for co-workers and be willing to help co-workers when needed  
• Demonstrate organizational abilities and dependability  
• Requires good written and verbal communications skills to communicate effectively with individuals at all levels of the organization  
• Must be able to work under general supervision  
• Must have a professional and mature demeanor  
• Must be able to work in a fast-paced department and handle multiple tasks, work with interruptions, and deal effectively with confidential information  
• Must be able to retain composure and react effectively in emergency situations  
• Excellent telephone etiquette and interpersonal skills  
• Must have the ability to travel between clinics minimum twice per month  
• Must have ability to travel to admin office once per week  

Preferred  

• MS Word and Excel experience  
• Bilingual English/Spanish communication skills  
• NextGen Experience  

Credential and Experience:  

Required  

• Grade/Level of Education: 12/High school diploma or equivalent  

Preferred  

• Two (2) years of experience at a healthcare facility in a medical/behavioral health/dental management role  
• Effective Supervisory Skills  
• Current Cardiopulmonary Resuscitation (CPR) for Healthcare Professionals Certification  

Supplementary Information  

Alternate schedules may be required to facilitate patient care. The employee must be able to lift and / or move more than 50 pounds. The employee frequently is required to reach with hands and arms. Requires walking, sitting, standing and stretching for extensive periods of time. The employee must be able to work under stressful conditions or work irregular hours. Requires full range of body motion, including handling and lifting patients, manual and finger dexterity, and hand-eye coordination. Requires occasional exposure to communicable diseases, body fluids, toxic substances, medicinal preparations and other conditions common to a clinic environment. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Ability to work with a moderate noise level in the work environment is required.  

The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required in order to perform the work. The health center reserves the right to revise or changed job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and the Center continues to maintain its status as an at-will employer. If the essential functions of this position cannot be performed in a satisfactory manner by the employee, reasonable accommodations may be made.