Front Desk Operations Supervisor

ST JOHNS HEALTH • Jackson, WY

5d • Onsite

About The Position

Leads the training and education of Patient Scheduling Coordinators (PSCs); provides ongoing technical and professional support to PSCs as necessary. Works in partnership with Physician Services Management Team, Patient Access and Navigation Manager, revenue cycle, PASS, Clinical Quality Analyst, Patient Financial Services, Information Technology, Patient Experience (PX) and other St. John's Health teams to be the driving force in quality improvement, special projects and operational efficiency for the St. John's Health Medical Group ensuring a positive patient experience. Acts as a Liaison between HIM and Clinics for coding, education, and improving processes and documentation.

Requirements

• At least one year of experience as a Patient Scheduling Coordinator.
• Excellent communication, interpersonal, phone, and customer service skills required.
• Ability to problem solve difficult/ stressful situations.
• Computer experience necessary, including strong familiarity with electronic medical records.

Nice To Haves

• Associates or Bachelors degree in health science, medical records technology, business, or a related field.
• At least 2 years of experience as a Patient Scheduling Coordinator.
• Experience with insurance billing and/or medical admitting/ cashiering.
• At least one year outpatient or inpatient coding experience if uncertified.
• CCS (Certified Coding Specialist)

Responsibilities

• New Hire Training and Continuing Education
• Assists with the training of Patient Scheduling Coordinators in all SJH clinics. Identifies and communicates training needs for PSCs to Leadership
• Develops, implements, and evaluates training, orientation, and education programs.
• Works with Leadership to identify appropriate training and performance benchmarks for clinic front desk staff. Evaluates PSC staff and makes recommendations to Clinic managers regarding eligibility for promotion to advanced roles.
• Provides professional and technical support to Patient Scheduling Coordinators.
• Serves as a Subject Matter Expert for electronic medical records; stays up to date on EMR changes and effectively communicates those to staff.
• Communicates with and establishes rapport with providers, integrating PSCs with clinical personnel
• Process Improvement and Special Project Oversight
• Assesses scheduling, patient relations, and administrative processes.
• Collaborates with PSC Leads, PASS/offsite team members, and Clinic Operations Managers to develop efficient and patient-centered
• workflows; evaluates process improvement implementation and adjusts as needed.
• Educates staff on best practices and ensures consistency across all clinics.
• Works with Physician Services Management team on special projects focused on customer service, quality assurance, and front desk processes.
• Organizes, delegates, monitors, and measures special projects to ensure they are completed timely and accurately. Provides formal feedback on project results to Physician Services Management team.
• Patient Experience Expert
• Works directly with the Office of Patient Experience (OPX) to be a driving force to improve patient experiences (PX) in the clinics.
• Collaborates with OPX to interpret and share survey data with clinics to drive PX improvement projects. Works internally to assist in resolving patient complaints within the clinics, enters complaints into event tracking tool, follows up directly with patients and OPX as appropriate. Participates in and leads portions of ongoing service excellence training for clinics and hospital staff.
• Patient Scheduling Coordinator
• Remains competent on all functions of a Patient Scheduling Coordinator. Cross trains to all SJH clinics is able to float as needed.
• Delivers a positive patient experience in all encounters and resolves patient issues in a concise and informative manner.
• Fills open Patient Scheduling Coordinator shifts on an as needed basis
• Supervision
• Oversee Training Leads directly, hiring, preparing schedules, assigning tasks and projects, and ensuring resources are used to meet goals in a cost effective manner.
• Prepare requisitions for PSC openings
• Review applications and help determine best fit and greatest need across all clinics
• Coordinate interviews with managers
• Coordinate onboarding with Training Leads
• Revenue cycle support
• Ensures proper collection of time of service payment
• Works to optimize schedules to increase patient access and maximize revenue
• Works to reduce scheduling and registration errors that impact denials

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees