Front Desk Manager - Medical Office - Full benefits, no weekends

Retina Institute of Virginia•Richmond, VA

4h•Onsite

About The Position

This individual is responsible for overseeing the day-to-day operational functions of front desk operations within their practice, ensuring that office policies, procedures, and plans are executed in a smooth and expeditious manner. The role involves performing financial reconciliation, insurance administration, and personnel management duties with a focus on patient satisfaction and service. This position is responsible for the management of the patient coordination processes and team at all assigned locations.

Requirements

High School diploma or GED equivalency is required.
Favorable result on background check required.
Must be able to provide proof of identity and right to work in the United States.
Exhibit excellent professional demeanor and appearance.
Exhibit maturity, reliability, composure and stability under pressure in order to handle on-the-job challenges.
Respectful treatment of patients and subordinates.
Ability to organize and direct the task of the office team and manage multiple tasks simultaneously.
Strong understanding of healthcare practices, with an emphasis on ophthalmic and optometric practices.
Strong attention to detail.
Empathetic personality giving attention to patient’s needs and concerns.
Excellent math skills.
Ability to write routine reports and correspondence.
Ability to apply common sense understanding to carry out instructions furnished in written, verbal or diagram form.
Ability to resolve team conflict.
Uses creativity/innovation in carrying out responsibilities/introducing new ideas or programs; adapts traditional methodologies in accordance with a changing business environment.

Nice To Haves

Excellent verbal and written communication skills.
Excellent customer service, interpersonal and communication skills.
Ability to interact with all levels of employees in a courteous, professional manner at all times.
Five years of medical practice experience preferred.
Strong leadership background.
Strong financial background with previous bookkeeping experience.
Strong knowledge of computer programs including NextGen PM and EHR.

Responsibilities

Understand and support the EyeCare Partners.
Understand and abide by a high standard of professional ethics in order to ensure the integrity of the organization.
Complies with HIPAA, Compliance and ECP policies and procedures.
Provides leadership, guidance, and expertise to all Patient Coordinators.
Directs all front desk processes to align with the ECP Center of Excellence Model, including but not limited to: Patient check-in, Patient check-out, Patient insurance eligibility and authorization, Patient scheduling, Referral/outside test scheduling and coordination, Patient Payment, Daily payment/cash reconciliation.
Manage staff schedules and PTO, redistributing staff as needed to ensure adequate levels of service at each location.
Performs regular performance reviews and regular meetings with team members to ensure alignment to company and departmental goals and expectations. Organizes, provides agenda and holds team meetings.
Orients and trains all new Patient Coordinators as to the processes and policies of the role and ECP.
Collaborates with Revenue Cycle Manager and Practice Administrators and Office Managers regarding processes and procedures. Participates in location or department specific staff meetings as needed. Attends company training events.
Communicates about department, practice and ECP programs and initiatives.
Establishes a high-performance team that is efficient, knowledgeable, service-oriented, sharing responsibility for attaining the goals of the practice.
Monitors NPS data for all comments related to front desk operations, striving for continuous improvement of that metric.
Implement and monitors all systems and equipment, including Phreesia.
Provides over sight to department specific dashboard and KPI’s including but not limited to check-in time, front desk hours.
Troubleshoots bottlenecks and process inefficiencies to continually improve office operations.
Ensures accurate charge posting, payments, and daily batch reconciliation at each location. Prepares daily deposits.
Coordinates patient/insurance collections.
Performs/Assists with interviews and corrective actions.
Coordinate with team members and other management to resolve any concerns.
Complete all timesheets appropriately.
Job may require other duties as assigned.