Front Desk Supervisor

ChenMed•Whitehall, OH

12d•Onsite

About The Position

We are a unique and rapidly expanding primary care provider focused on transforming healthcare for seniors. We are seeking an innovative and entrepreneurial-minded Front Desk Supervisor to join our team. This role functions under the supervision of the Center Operations Director and/or Clinical Dyad leader. The Front Desk Supervisor is responsible for organizing and directing the work of the front desk staff, coordinating staff activities and schedules to ensure effective patient care services are provided, and ensuring quality standards are met. This role involves training, guiding, and supporting Care Facilitators to ensure organizational front desk standards are met and that they have the tools and resources they need to effectively perform their duties. The supervisor leads front office center operations including quality, compliance, human resources, patient experience, and direct supervision of employees. A key aspect of this role is leading the VIP customer experience from center entry to exit, ensuring patients and their family members have a pleasant and memorable experience with every interaction. The supervisor establishes and maintains strong professional relationships with internal and external customers, providing the best solutions and options for patients in support of the overall center experience.

Requirements

High school diploma or GED equivalent required.
Ability to lead and coach teams to drive positive outcomes and excellence.
A minimum of 3 years’ work experience in a medical facility required.
Strong business acumen and acuity.
Good knowledge and understanding of general Operations standards, functions, methods, techniques, practices, processes and procedures.
Understanding of regulatory standards, various local, state and federal laws that apply to the business and where to find information on standards and interpretations.
Excellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and resolve recurring defects.
Strong organizational skills and attention to details to handle multiple tasks, short deadlines, frequent interruptions, and shifting priorities in support of changing company objectives.
Strong leadership, training, written and verbal communication, and interpersonal and presentation skills to drive results.
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.
Ability to communicate with employees, patients and other individuals with a professional and courteous manner disposition.
Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software.
Ability and willingness to travel locally, regionally and nationwide up to 10% of the time.
Spoken and written fluency in English.

Nice To Haves

Some college coursework preferred.
BLS for Healthcare Providers certification desired.

Responsibilities

Leads a team of Care Facilitators and other front desk staff.
Supervisory tasks include setting performance goals, developing top talent, and implementing progressive improvements.
Instills ChenMed values and behaviors, builds culture, and promotes team member retention.
Provides clear onboarding expectations and promotes team member development and retention through regular facilitated coaching and leadership rounding.
Consistently executes the core model and follows Center Playbook procedures.
Exhibits a strong understanding of core model execution by leading engagement and development, operational excellence, and scheduling optimization.
Understands philosophy of patient flow metrics and efficiencies and shares desired outcomes with front desk team members.
Maintains focus on patient retention and positive customer experience.
Adheres to enterprise scheduling templates and ensures 100% of patients are assigned and scheduled.
Ensures Top 40 and risk score 70+ patients are scheduled at least bi-weekly.
Ensures IP/ER discharge follow-up is scheduled immediately with daily follow-up.
Partners with the growth team to ensure THV-EE and CMAP scheduling is 100% completed.
Ensures care facilitators have the resources needed and clearly defined priorities.
Serves as a primary contributor in hiring and selection of Care Facilitators and other front desk staff.
Assists patients in and out of their vehicles.
Opens the door for patients.
Checks on patients who have been waiting longer than 10 minutes and provides updates.
Engages patients and enhances the overall patient experience.
Ensures Mary's Cafe is accessible to patients and always stocked.
Ensures OSHA, clinical, and quality standards of ChenMed are met by monitoring performance and implementing corrective action plans.
Serves as the first point of contact and resolution for escalated patient issues/concerns/disputes.
Supports PCP scheduling by ensuring appropriate blocks are in place and double/over/under booking does not occur.
Ensures scheduling gaps are attended to and closed in a timely manner.
Reviews ENS notifications and ensures patients receive follow-up from their Care Teams.
Examines medical release forms for accuracy and PCP sign-off prior to release of medical records.
Ensures the e-fax folder is routinely checked and documents are correctly uploaded and indexed.
Reviews phone messages to ensure proper and timely routing and follow-up.
Ensures after-hours messages from patients are recorded in the patient’s medical record and followed up on.
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.
Covers various Front Desk tasks and duties in line with business needs.
Supports the patient VIP experience by assisting with new patient paperwork and supporting New Patient Welcome and Tours.
Performs other duties as assigned and modified at manager’s discretion.