Supervisor, Front Office/Reception

POSITION SUMMARY 

This position is a supervisory position which oversees various health center front-office  administrative responsibilities. The front desk delivers the high standard of customer service  necessary to maintain the overall patient experience and is responsible for various health center front-office administrative responsibilities as outlined below. The health center front-office is a high intensity, fast paced environment, with critical impact on health center efficiency.  This position works closely with the Health Center Manager, Medical Director and/or designee for  the total management of the day to day operations of the health center.  

REPORTING RELATIONSHIPS 

This position reports to the Health Center Manager. 

DUTIES & ESSENTIAL JOB FUNCTIONS 

• Responsible for monitoring the workflow of front desk operations 
• Responsible for creating staff schedules to ensure appropriate staffing 
• Responsible for leading process improvement and SOP development when necessary
• Manage performance of front desk staff. Conduct performance reviews in accordance with  organizational metrics. 
• Lead the hiring process with the Human Resources department. Ensure proper onboarding, orientation and training of staff.  
• Ensure staff is trained in all aspects of the front desk operations to include billing  procedures. 
• Address patient complaints/concerns, update leadership as necessary 
• Oversee patient scheduling and make necessary adjustments  
• Coordinates provider time off to manage patient scheduling 
• Work with Health Center Manager to manage physician time off and ensure schedules are  updated appropriately in EMR 
• Understanding of what it means to be the following: 
  • A Federally Qualified Healthcare Center Look - Alike (FQLA) 
  • A Patient Centered Medical Home (PCMH) 
  • Recognized as a National Committee for Quality Assurance (NCQA) 
  • Participant in an Accountable Care Organization (ACO)  
• Schedule patient appointments and follow-up visits 
• Register patients and play key role of capturing patient demographic information needed for  annual UDS report
• Comply with Red Flag Rules for photo identification
• Intake and check out of patients 
• Manage patient information in the Electronic Health Records system 
• Understanding of multiple insurance dynamics including copays, coverage, navigation 
• Verify insurance information from patients
• Comply with commercial and Medicaid insurance plan rules for services requiring prior  authorization 
• Ensure copays are collected at time of visit 
• Perform cash account management activities
• Provide self-pay patients with options to pay for services 
• Obtain Medicare ABN for non-covered services
• Ensure patients understand health center resources and available programs, such as o Sliding fee discount program 
  • Good Faith Estimate (GFE) 
  • Outreach & Enrollment programs 
  • Language services 
  • After hours coverage 
• Ensure compliance in the following areas: 
  • Availability and location of SDS binder 
  • Availability and location 990 binders for all TWC entities 
  • Understanding role and responsibilities in an emergency to help coworkers and  patients to safety 
• Scan patient records into the EMRs
• Create triages within the EMR system 
• Mail and receive new patient information packets  
• Answer and return phone calls 
• Switch phones to night/weekend service 
• Always adhere to all HIPAA rules and regulations  
• Participation in rotation of extended access hours including late nights, weekends and  holidays
• Cross coverage of other locations and service lines for continued support and access for  patients 
• Perform other duties as assigned 

QUALIFICATIONS 

• Meet The Wright Center for Community Health and its affiliated entity The Wright Center for  Graduate Medical Education EOS© People Analyzer Tool 
• Buy in and experience working in the EOS® model (strongly preferred) 
• Mission-oriented; represents the enterprise in a professional manner while demonstrating  organizational pride 
• Minimum Qualifications of a High School Diploma/GED 
• Previous front-office experience (2-4 years) in a high-volume medical practice desirable • Ability to adapt to changing priorities
• Ability to maintain accuracy and compliance with detailed-oriented responsibilities • Ability to maintain strict confidentiality 
• Bilingual highly desired 
• Proficient computer skills 
• Proven proficiency of technology and EMR workflows at the end of orientation • Must be reliable and punctual 
• Must have attention to detail  
• Must be able to perform effectively in a fast-paced environment with many changing  priorities 
• Must be professional and customer service oriented to deliver quality excellent care • Ability to work independently and with a team 
• Professional written and verbal communication and interpersonal skills 
• Willingness to work a flexible schedule 
• Ability to lead a team