Full-Time Medical Front Desk / Call Center Supervisor
About The Position
Redwoods Rural Health Center (RRHC) is looking for a full-time, in-person Medical Front Desk / Call Center Supervisor for our Redway and Fortuna locations. This position is based at our Redway clinic and supervises Front Desk staff, and is responsible for consistent, accurate and daily communication updates with the Call Center. This position works closely with other teams to ensure a positive patient experience in support of the Patient Centered Medical Home (PCMH) model. Areas of focus include timely development and maintenance of schedules, ensuring medical appointments are utilized to maximum capability. Focus also includes patient problem solving, accurate and efficient insurance verification, patient payment collection and program eligibility for all RRHC patients, as well as participation in team-based care initiatives in the health centers. This position requires excellent critical thinking, patient relations, organizational and time management skills, as well as strong attention to detail.
Requirements
- Three years' experience in a community healthcare setting
- Experience working in a highly service-oriented environment where metrics and measurement tools are leveraged to assess results
- Experience working with multiple healthcare service lines
- Experience working with RRHCs EMR system, OCHIN EPIC
- Knowledge of standard healthcare practice policies and procedures
- Experience working on computers and knowledge of Microsoft Office software product
- Ability to work with electronic medical records (EMR)
- Knowledge of health insurance plans and associated federal and state assistance programs
- Knowledge of healthcare terminology, procedures, and practice
- Knowledge of HIPAA regulations
- Excellent verbal and written communication skills
- Ability to work independently and to use good judgment
- Ability to work effectively and harmoniously with co-workers
Nice To Haves
- Bilingual in English and Spanish preferred
- Experience working with under-resourced populations
Responsibilities
- Provides leadership to the front desk teams.
- Provides ongoing communication updates to Call Center related to scheduling patients.
- Provides excellent customer service to patients and staff; models excellent customer service for front office staff; coaches staff to provide excellent customer service.
- Reviews and implements policies and procedures related to patient services.
- Leads training of new department hires.
- Ensures that the front office team has the resources, tools, and training to perform their duties.
- Implements and tracks employee as part of yearly performance evaluation process.
- Leads the performance management of the front office assistant team, including leading the annual evaluation process for front desk staff and coaching staff on performance issues. Consults with Medical Operations Manager (MOM) as needed.
- Provides MOM with information to develop and support performance improvement plans if demonstrated to be necessary.
- Manages the front office team's schedule; approves timecards, manages PTO approval process; consults with MOM as needed and keeps informed about staffing levels.
- Performs front office assistant or insurance verification specialist duties when needed; utilizes insurance portals for verification of insurance eligibility, reviews and "scrubs" schedules for errors and keeps MOM aware of recurrent errors.
- Responds to patient concerns with assistance from MOM, in order to continuously improve patient satisfaction levels.
- Assists in preparation of monthly Board reports
- Ensures that the front office team is working with the MAs, RNs and Providers to meet the goals and objectives for optimal patient access, patient flow and scheduling.
- Participate in the design and implementation of new front desk workflows.
- Attends meetings and training.
- Participate in committees, including weekly Front Back Operations Team Meeting and bringing topic recommendations from front desk team and call center.
- Ensures protection of individually identifiable health information per HIPAA regulations
Benefits
- RRHC is an EOE and offers a 4-day, 10 hours per day work week, (not all positions will qualify for 4 days a week benefit), and competitive compensation.
- Health benefits, paid time off and retirement match available for full and part-time employees working over 24+ hours per week.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Ambulatory Health Care Services
Education Level
No Education Listed
Number of Employees
11-50 employees
