Supervisor Front Office Operations

ChenMed•Westwego, LA

1d•Onsite

About The Position

The Front Desk Supervisor, functioning under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, is responsible for organizing and directing the work of the front desk staff, coordinating staff activities and schedules to ensure effective patient care services are provided, and ensuring quality standards are met. This role involves training, guiding, and supporting Care Facilitators to ensure organizational front desk standards are met and that they have the tools and resources needed to effectively perform their duties. The supervisor leads front office center operations including quality, compliance, human resources, patient experience, and direct supervision of employees. A key aspect is leading the VIP customer experience from center entry to exit, ensuring patients and their family members have a pleasant and memorable experience with every visit and interaction. The supervisor establishes and maintains strong professional relationships with internal work partners and external customers, providing the best solutions and options for patients through strict adherence to established center guidelines and standards. ChenMed is a family-owned, physician-led organization dedicated to transforming healthcare for seniors, focusing on improving the health and well-being of moderate-to-low-income seniors through a unique, patient-centered approach.

Requirements

Strong business acumen and acuity
Good knowledge and understanding of general Operations standards, functions, methods, techniques, practices, processes and procedures
Understanding of regulatory standards, various local, state and federal laws that apply to the business and where to find information on standards and interpretations
Excellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and resolve recurring defects
Strong organizational skills and attention to details to handle multiple tasks, short deadlines, frequent interruptions, and shifting priorities in support of changing company objectives
Strong leadership, training, written and verbal communication, and interpersonal and presentation skills to drive results
Working knowledge of medical insurance and/or knowledge of electronic medical record EMR systems
Skilled in operating phones, personal computers, software and other basic IT systems
Ability to communicate with employees, patients and other individuals with a professional and courteous manner disposition
Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
Ability and willingness to travel locally, regionally and nationwide up to 10% of the time
Spoken and written fluency in English
High school diploma or GED equivalent required
Ability to lead and coach teams to drive positive outcomes and excellence
A minimum of 3 years’ work experience in a medical facility required

Nice To Haves

Some college coursework preferred
BLS for Healthcare Providers certification desired

Responsibilities

Leads a team of Care Facilitators and other front desk staff.
Supervisory tasks included but not limited to setting performance goals, developing top talent, and implementing progressive improvements when needed.
Instills ChenMed values and behaviors
Builds culture and strong engagement
Promotes team member retention
Provides clear onboarding expectations
Promotes team member development and retention by performing regular facilitated coaching and leadership rounding with front desk team members
Consistently executes the core model and follows the Center Playbook procedures
Exhibits a strong understanding of the importance of adhering to core model execution by leading engagement and development, operational excellence and scheduling optimization
Understands philosophy of patient flow metrics and efficiencies and shares the desired outcomes with all front desk team members
Maintains focus on patient retention and positive customer experience and is available and accessible to both team members and patients
Adheres to enterprise scheduling templates and ensures 100% of patients are assigned and scheduled
Top 40 and risk score 70+ patients scheduled at least bi-weekly
IP/ER discharge follow-up scheduled immediately with daily follow-up
Partners with growth team to ensure THV-EE and CMAP scheduling is 100% completed
Ensures care facilitators have the resources needed and clearly defined priorities readily available to them to promote daily success.
As supervisor, serves as a primary contributor in hiring and selection of Care Facilitators and other front desk staff.
Helping patients in and out of their vehicles
Opening the door
Checking in on patients who have been waiting longer than 10 minutes. Give them updates.
Engaging patients and Overall Patient Experience
Mary's Cafe being up front and accessible to patients and always stocked
Ensures OSHA, clinical and quality standards of ChenMed are met by monitoring performance and implementing corrective action plans when needed.
Serves as first point of contact and resolution for escalated patient issues/concerns/disputes.
Supports PCP scheduling by ensuring appropriate blocks are in place and double/over/under booking does not occur.
Ensure scheduling gaps are attended to and closed in a timely manner.
Reviews ENS notifications and ensure patients receive follow up from their Care Teams.
Examines medical release forms for accuracy and PCP sign off prior to release of medical records.
Ensures the e-fax folder is routinely checked and that documents received are correctly uploaded and indexed.
Reviews phone messages to ensure proper and timely routing and follow-up.
Ensures after hours messages from patients are recorded in the patient’s medical record and followed up on by the appropriate discipline.
Troubleshoots Dashboard, phone, and computer issues.
Orders office and other needed supplies to ensure the Center is properly inventoried, stocked and maintained.
Fills in for Care Facilitator as needed for scheduled and unscheduled absences.
Cover various Front Desk tasks and duties in line with business needs
Supports the patient VIP experience by assisting with new patient paperwork and supporting New Patient Welcome and Tours.
Performs other duties as assigned and modified at manager’s discretion.