Supervisor, Front Desk

Family & Children's Services Career Center•Tulsa, OK

5d•Onsite

About The Position

The Front Desk Supervisor will provide direct supervision to front desk specialists, coordinating their responsibilities to ensure consistent workflows and processes. This role is responsible for establishing a culture of excellence and a continuous process improvement plan for each desk to optimize coverage, customer service, client registration and eligibility, and EHR accurate data entry. The supervisor will maximize collections on program service billing, ensure accurate and timely fee collection, and ensure applicable policies and procedures are in place and followed by staff.

Requirements

High school graduate or HS equivalent.
3 to 5 years of supervisory experience, preferably with oversight of staff at multiple locations.
Ability to manage a multi-line telephone system and other communication technologies.
Some knowledge of bookkeeping required.
Computer skills in Microsoft Office.
Valid Driver License and satisfactory driving record to travel to locations other than primary office.
Must be able to pass a drug and alcohol test, including random testing, due to safety-sensitive job classification.

Nice To Haves

Associate's degree preferred.

Responsibilities

Supervise and manage Front Desk staff in accordance with agency policies, ethical standards, and applicable laws.
Manage employees' work hours, timesheets, PTO requests, and coverage needs.
Ensure effective and sufficient front desk coverage at all times, assigning floater staff as needed.
Plan and direct the daily work of front desk staff.
Collaborate with the Manager of Front Desk Operations on staffing, onboarding, and training requirements.
Participate in recruiting, interviewing, and hiring processes for Front Desk Specialists.
Monitor optimal and minimal staffing numbers for each front desk.
Collaborate with the Manager of Front Desk Operations on defining performance expectations.
Monitor front desk processes and procedures for accuracy and timeliness.
Address and resolve client and staff complaints and problems in a timely manner.
Provide regular one-on-one meetings with front desk staff, coach employees, and conduct performance reviews.
Serve as backup Front Desk Specialist if unable to fill vacancies.
Hold and monitor attendance of front desk staff meetings.
Develop and ensure a comprehensive onboarding and mentoring system for new hires.
Facilitate new hire concerns during the first 90 days of employment and recommend changes to onboarding processes.
Ensure Front Desk Specialists and Floaters are adequately trained and cross-trained.
Provide EHR functionality training for new hires and on-site consultation and problem-solving expertise within the EHR system.
Maximize the use of the EHR system for best customer service practices.
Protect clients’ rights by maintaining confidentiality of personal and financial information.
Provide input to the Manager of Front Desk Operations regarding consistent front desk procedures and processes (Telephone Operations, Front desk workflow, Client and public engagement, EHR and client record responsibilities, Financial operations and cash management).
Ensure phone/customer service protocols are posted and followed.
Ensure timeliness of opening all charts into EHR.
Manage clinical/doctors’ schedules, review daily service flow, and coordinate with program management to maximize appointment times.
Resolve front desk concerns, problems, and coordinate interdepartmental solutions.
Identify and communicate concerns regarding safety, customer service, client complaints, and noncompliance to the Manager.
Ensure maintenance of a comfortable, clean, orderly waiting room with appropriate amenities.
Manage and order supplies for specific programs, if applicable.
Review daily financial registries and ensure submission of all forms and fees to the finance department.
Ensure safety and security of all agency monies and agency credit cards.
Monitor correct payor source assignments and financial status of patients in the electronic system.
Ensure all services reported are captured and entered into EHR system according to protocol.
Audit EHR system “End of Business Day” reports to ensure accuracy.
Support program and administrative needs such as chart audits and interoffice mail pickup and delivery.