Front Desk Supervisor

About the position

The Lead, Care Facilitator is dedicated to providing VIP customer service to every patient and customer who enters the center. Through adherence of established center guidelines and standards, the incumbent in this role is responsible for providing the best solutions and options for our patients in support of the overall center experience. He/she plays a vital role in ensuring that all of our patients and their family members have a pleasant and memorable experience every visit and with every interaction. The Lead, Care Facilitator is accountable for precisely entering patient data and setting up accounts, and for establishing and maintaining strong professional working relationships with internal work partners. This incumbent trains, guides and supports Care Facilitators to ensure organizational front desk standards are met and that they have the tools and resources they need to effectively perform their daily tasks.

Responsibilities

• Leads Care Facilitators in ensuring that the patient check-in process is customer-centric and seamless.
• Greets and welcomes patients and families into the Center.
• Serves as first point of contact and resolution for patient issues/concerns/disputes.
• Prepares the center for patient/customer arrivals, ensuring it's clean, organized, sanitized and visually appealing.
• Guides and supports Care Facilitators with HEDIS initiatives to ensure patients with gaps are appropriately scheduled.
• Supports PCP scheduling by ensuring appropriate blocks are in place and double/over/under booking does not occur.
• Reviews ENS notifications and ensures patients receive follow up from their Care Team.
• Examines medical release forms for accuracy and PCP sign off prior to release of medical records.
• Collects co-payments, reconciles charges and submits them to the Center Manager for deposit.
• Prints Patient Check-in Board for billing and ensures missing items are followed up on.
• Reviews phone messages to ensure proper and timely routing and follow-up.
• Troubleshoots Dashboard, phone, and computer issues.
• Orders office and other needed supplies to ensure the Center is properly inventoried, stocked and maintained.
• Fills in for Care Facilitator as needed for scheduled and unscheduled absences.
• Supports the patient VIP experience by assisting with new patient paperwork and supporting New Patient Welcome and Tours.
• Assists with Patient Education and Exercise Class activities as needed.
• Distributes insurance verification list.
• Reviews next day transportation list and confirm times.
• Collects, sorts and distributes mail.
• Sets up conference rooms for weekly PCP meetings.
• Performs other duties as assigned and modified at manager's discretion.

Requirements

• Intermediate level, customer service-focused position working directly with patients and their families.
• Fundamental knowledge and understanding of standard medical office practices, procedures processes, functions, and techniques.
• Working knowledge of medical insurance and/or knowledge of electronic medical record EMR systems.
• Skilled in operating phones, personal computers, software and other basic IT systems.
• Outstanding verbal and written communication skills.
• Demonstrated strong listening skills.
• Good critical thinking skills, decisive judgment and the ability to work with minimal supervision.
• Ability to communicate with employees, patients and other individuals in a professional and courteous manner.
• Ability to effectively perform in a fast-paced environment.
• Detail-oriented to ensure accuracy of reports and data.
• Friendly, professional, courteous and positive disposition.
• Familiarity with Dashboard.
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook.
• Ability and willingness to travel locally, regionally and nationwide up to 10% of the time.
• Spoken and written fluency in English.

Benefits

• Great compensation
• Comprehensive benefits
• Career development and advancement opportunities
• Great work-life balance