Front Office Supervisor

Neighborhood Healthcare•Escondido, CA

10d

About The Position

The Front Office Supervisor promotes effective operations of the health center front office by supervising and training patient service representatives to schedule appointments, answer phones, and check patients in/out for appointments. This role will monitor daily front office operations to identify ways to improve services and create developmental opportunities for the team. Depending on the site or department, this role may also be responsible for overseeing call center reps and/or interpreters.

Requirements

High school diploma/GED required
Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
Knowledgeable about and experience with monitoring performance metrics
Ability to function at highest level according to credentials and competency
Ability to successfully manage multiple tasks simultaneously
Excellent planning and organizational ability
Ability to work as part of a team as well as independently
Ability to work with highly confidential information in a professional and ethical manner
Ability to lift/carry 10 lbs./weight
Ability to stand for long periods of time
Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
Maintains current knowledge of policies and procedures as they relate to safe work practices
Follows all safety procedures and report unsafe conditions
Uses appropriate body mechanics to ensure an injury free environment
Familiarity with location of nearest fire extinguisher and emergency exits
Follows all infection control procedures including blood-borne pathogen protocols
Maintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes
Complies with all regulations regarding corporate integrity and security obligations
Reports all behavior and/or activity that are unethical, fraudulent, or unlawful

Nice To Haves

Experience in healthcare setting preferred
Completion of Project Leap preferred (Internals Only)
Lead or supervisory experience preferred

Responsibilities

Monitors provider schedules to ensure that appointments are scheduled according to established guidelines
Maintains office inventory and supplies, while adhering to clinic procedures for procurement
Monitors, reviews, and corrects reported billing errors and actions before submitting report to management
Promotes attitudes, environments, and operational systems directed toward patient satisfaction
Builds teams to promote and improve effective health center operations
Oversees activities, productivity, quality and schedules for other non-clinical groups; this may be specific to individual sites
Facilitates team trainings, including new hire orientation for new hires and volunteers
Monitors reminder notices to patients regarding upcoming appointments
Works with management to resolve day-to-day scheduling problems or changes
Monitors patient demands for visit types, such as CHDP and sick
Keeps supervisors informed of high demand visits and problems
Maximizes filling “no shows” with walk-in patients in a timely manner, as needed
Monitors daily cash receipts, internal control systems, and resolves discrepancies with business office
Works with team to maximize collections within clinic guidelines; reports unresolved discrepancies to management
Demonstrates and promotes excellent customer service skills, including professionalism, confidentiality, and proper etiquette
Impacts patient experiences by demonstrating courteous and helpful behavior and a commitment to accuracy
Attends manager meetings, as required
Conducts and documents routine department meetings
Shares accountability for overall patient health outcomes by working in coordination with care teams
Operates to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders
Works with management to conduct periodic audits for quality assurance and compliance
Provides ad hoc reports to management, as needed
Keeps team up to date with policies, procedures, and funding sources directly impacting the department
Contributes to the success of the organization by participating in quality improvement activities
Hires and trains new interpreters to ensure proficiency in Arabic and/or Spanish
Ensures all telephone encounters and messages, including call backs which require an interpreter, are handled in a timely manner
Conducts periodic quality assurance checks for each interpreter to ensure we are providing optimal and accurate communication to our patients
Assists with translation of organization wide documents, signs, automated forms, text messages as requested by directors
Oversees the Arabic call center phone queue
Recommends or make decisions to hire, transfer, reward, discipline or terminate employees
Evaluates, coaches, and develops team performance by using job requirements and competency assessments
Works with management to prepare and conduct 90-day and annual performance evaluations for all direct reports
Assists and conducts department meetings to promote communication, assess and resolve needs, and foster teamwork with management
Assesses training needs and promotes developmental activities
Informs team of organizational activities and promotes mission and goals