Front Office Manager

The Steadman Clinic • Vail, CO

67d • $70,000 - $80,000

About The Position

The Front Office Manager supervises all front desk employees in our Vail, Frisco, Edwards and Aspen clinics. This position encompasses all the duties of the patient representative and is the initial face-to-face representation of our world-class customer service. This manager position provides leadership and support to all front desk employees (at all clinic locations), implements and enforces The Steadman Clinic standards of excellence in all areas supervised. This position includes duties which facilitate the work of the physicians and clinical staff. The Front Office Manager uses initiative in carrying out recurring assignments independently without specific instruction, but refers deviations, problems and unfamiliar situations not covered by instruction to Chief Operating Officer for decision or help. This position will also generate and manage correspondences as directed.

Requirements

• High School diploma or GED, prefer Bachelor’s degree and at least three years of patient representative experience highly preferred, and/or other applicable health care experience.
• Supervisory experience (3 - 5 years) highly preferred.
• Knowledge of medical insurance billing preferred.
• Knowledge of Microsoft computer applications.
• Ability to travel regularly to all clinic locations, up to 40%, both planned and unplanned.
• Ability to fluently speak and understand English.
• Pleasant, courteous manner required and ability to handle patient service issues, in person or on the phone.
• Able to work in a fast paced environment and handle a variety of tasks simultaneously; ability to work with frequent interruptions.
• Excellent organization, communication (both written and verbal) and interpersonal skills required.
• Must be able to handle sensitive and confidential information appropriately and represent The Steadman Clinic in a mature, professional manner at all times.
• Must be energetic, quality driven and have proven ability to be productive member of the cohesive team of peers dedicated to providing optimum patient care.
• Must maintain a professional attitude towards patients and an excellent and collegial working relationship with other Steadman Clinic, Steadman Philippon Research Institute and hospital personally.

Responsibilities

• Provide guidance and direction to our patient representative employees, including setting performance standards.
• Ensure team members possess positive attitude that creates welcoming environment for patients and employees
• Mediate interpersonal problems and address concerns. Make recommendations to the VP- Clinical Operations concerning personnel matters and assist with follow through of disciplinary actions.
• Appraise staff.
• Interview, hire, train and evaluate front desk staff to maintain the high level of customer service set by the Steadman Clinic
• Work with Director of Patient Experience to ensure service standards set and maintained, and the Steadman Clinic branding is consistent across all locations
• Accountable for following up with staff and their mistakes & documentation.
• Motivate employees for growth and development
• Schedule all front office staff and address staffing changes to make sure all positions are covered when employees are out sick, on vacation or have terminated employment.
• Oversee & sign off on time sheets for patient representative employees.
• Approve and deny time off requests, keep shared TO calendar up-to-date.
• Fill in as necessary in any front office position.
• Responsible for overseeing a process that ensuring the staff balance their batches/collections.
• Initiate a rewards program for most collections made by front desk employee.
• Periodically review postings by staff to ensure accuracy.
• Work with Billing office to decrease billing errors due to patient registration.
• Creation, implementation, and maintenance of front office training policies saved on the shared drive.
• Interact with practice managers to address concerns and ensure seamless patient registration
• Work with all clinical team members as the liaison between front desk and clinical staff.
• Handle difficult patients/patient complaints with professionalism, and report patient concerns to Director of Patient Experience
• Ensure all outstanding issues are resolved by end of day, or acceptable plan is in place for resolution
• Interact with insurance, scheduling and medical records team leads for improved processes
• Periodically review front desk operations for efficiency & accuracy.
• Monitor wait times in reception area and work with clinical teams to provide solutions for improved patient experience
• Constantly review registration forms for improvement and work with Clinical Applications Manager towards digitizing processes
• Continuously educate team on Modmed enhancements, work with Clinical Applications manager to enhance registration
• Make recommendations to VP Clinical Operations as to ways in which the front desk can be enhanced.
• Handle maintenance and facilities requests within the Vail, Frisco, Edwards clinics
• Work with Housekeeping provider to schedule regular maintenance for carpets, tiles and other
• Stock supplies for front office and admin support
• Responsible for making sure all clinic reception areas are well-maintained with newspapers, magazines, coffee and snacks.
• Regularly visit other clinic locations to meet with FD employees and ensure The Steadman Clinic standards maintained.
• Perform other related duties as assigned.

Benefits

• Health, Dental and Vision Insurance with generous premium subsidies for you and your family
• 401(k) Retirement with a Safe Harbor contribution amount equal to 4% of eligible compensation and discretionary profit-sharing contribution.
• Time Off Benefits: Staff receive 7 paid holidays annually. Employees can also earn up to 155 hours of PTO within their first year. In addition, employees accrue sick time of 1 hour per 30 hours worked, up to 48 hours / year.
• Wellness Bonus to encourage adopting and maintaining wellness and an active lifestyle.
• Employee Assistance Program with confidential support from licensed professionals.
• Leave Benefits: The Steadman Clinic covers the cost of paid family medical leave in Colorado, basic life and AD&D, short- and long-term disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 11-50 employees