Patient Access Front Office Manager

Texas Health Action•Austin, TX

43d•$59,423 - $65,000

About The Position

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV. Kind Clinic proudly serves Texas with four vibrant locations: two in Austin, one in San Antonio, and another in Dallas plus virtual care services available to all residents across Texas. Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state. Read more about THA here: http://texashealthaction.org. Texas Health Action is seeking a Patient Access Front Office Manager (Bilingual English/Spanish Preferred) to work at our Austin Kind Clinic's (with occasional commute to our San Antonio clinic) to aid with the delivery of patient care during the respective clinic hours of operation. The Patient Access Front Office Manager oversees all front-office operations within Texas Health Action’s programs, ensuring patients receive efficient, professional, and compassionate service from check-in to check-out. This role manages administrative workflows, optimizes scheduling and communication systems, and ensures compliance with policies and patient privacy regulations. They will provide daily leadership and oversight of our Medical Reception teams on scheduling, registration, phone communications, emails, automated related revenue cycle functions, and other assigned processes across the care continuum to ensure a high-value service is provided to our patients. They will ensure the teams understand and comply with all medical reception and clinic objectives, performance standards, and policies and procedures. They will also partner with the Patient Access Manager to ensure all call center and administrative/medical reception tasks are completed correctly and accurately according to our established company policies and procedures.

Requirements

Bachelor’s Degree in Health Sciences, Healthcare Administration or related fields preferred, a combination of professional experience in healthcare administration or medical office management can be substitute.
2+ years supervisory experience in medical office setting in a position and/or 2+ years supervisory experience in revenue cycle management.
Knowledge of medical terminology, procedures and diagnoses.
Expert knowledge of insurance eligibility and billing.
Knowledge of general administrative and clerical procedures.
Proficiency with technology, especially computers, software applications, and phone systems.
Excellent problem solving, leadership, and customer service skills.
Excellent oral and written and communication skills, including grammar, spelling and punctuation and ability to write clear and professional letters, reports, memos, agendas, minutes, and other business documents.
Microsoft Office Skills with an ability to become familiar with company or position specific programs or software.
Must have basic PC skills that include a combination of working in a Windows Operating System and Microsoft Outlook, Word, and Excel.
Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards.
Must have the ability to exercise a high degree of diplomacy and tact; excellent customer services and interpersonal communication skills; Cultural sensitivity and demonstrated ability to work with diverse people groups.
Well-developed verbal and written communication skills in English;
Ability to work well under pressure with minimal supervision.
Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, and socio-economic classes, those in crises or resistant or negative toward organizations.
Ability to apply time management practices to prioritize, schedule and complete work effectively to comply with mandated policies and deadlines.
Ability to work on multiple tasks or parts of tasks simultaneously to ensure timely completion of work activities.
Must be able to work productively with other departments and employees.
Ability to work with professionals from various partners and organizations.
Usually works forty (40) hours per week, some weekends may be required.
Ability to successfully manage conflict, negotiating “win-win” solutions.
Must be able to multi-task, prioritize with strong time management skills.
Exceptional follow through on tasks and assignments
Must possess leadership qualities and be able to supervise and secure the cooperation of staff

Nice To Haves

No licensure required but strong preference for candidates who possess certification as a Certified Healthcare Access Manager (CHAM) or Certified Medical Office Manager (CMOM).
Experience with LGBTQIA+ and/or other marginalized communities a strong plus.
Bi-lingual (English/Spanish).
2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations.
Demonstrated experience taking initiative and exercising independent judgment, decision-making, and problem-solving expertise.
Ability to work harmoniously with diverse groups of individuals.
Familiarity with electronic health record systems.
Experience working with an ethnically, culturally and racially diverse work staff.
Ability to deal effectively with stress relating to the changing organizational, personnel, and healthcare environment.
Additional language abilities desirable.

Responsibilities

Oversee hiring, training, and supervision of the Medical Reception teams for our KIND Clinic and Waterloo Counseling Center programs
Ensure timely response to patient requests, questions and complaints, mitigating problems with service lines or products to provide optimal patient care
Oversee the accurate collection of patient demographic and insurance information during registration, including any applicable co-pays
Ensure accurate verification of patient insurance benefits and eligibility
Manage patient appointment scheduling across different departments and providers
Partners with Clinic Administrators and Patient Access Manager to ensure clinic front desks are staffed to meet our patient needs
Partners with Clinic Administrators to ensure our front lobbies are well maintained, cleaned and kept a safe space for patients
Ensure compliance with office safety regulations for medical reception staff
Maintain a visible presence in our clinics to support patients and staff directly
Provides coverage for medical reception staff as needed
Act as a bridge between clinic administrators and medical reception employees, ensuring that clinic operations run efficiently
Participate in daily huddles and relevant meetings to review workflow updates, policy changes, and performance targets
Identify operational issues and suggest solutions to optimize patient care
Develop and implement front-desk protocols for communication, confidentiality, and professionalism
Oversee the implementation of new technologies and systems within the medical reception team
Oversee medical reception staff scripting, tone, and professionalism in phone and in-person interactions
Develop and implement quality assurance tools, to effectively monitor and evaluate staff performance
Prepare reports and analyze data related to medical reception duties and responsibilities
Work with other supervisors and other management team members to support staff and maximize customer satisfaction for all service lines
Foster a culture of teamwork, accountability, and customer service excellence
Consistently provide learning or coaching opportunities, and take corrective action, if necessary
Coordinates meetings, appointments, and travel arrangements for staff, as needed