Why You'll Love This Job
As a Front Office Supervisor, you will be at the forefront of leadership, guiding a diverse range of responsibilities to enhance the efficiency of our Front Desk Receptionist Team.
This dynamic role encompasses driving team performance accountability, overseeing daily operations within the patient access team, and fostering collaboration with colleagues to achieve process and operational excellence.
In this vital position, you will play a pivotal role in offering feedback on daily registration processes and addressing staffing concerns with leadership.
Additionally, you will provide essential support to the Front Desk Receptionist team, ensuring strict adherence to departmental policies and procedures.
The ability to consistently maintain a warm and professional demeanor, making both patients and team members feel welcome, is paramount, and multitasking skills are essential for success.
Responsibilities
Directly supervise the front office team including recruiting, hiring, training, performance management, and time & attendance administration
Model patient experience expectations and ensure team is adhering to the patient experience expectations
Driving Front Desk Receptionist Metrics (Callbacks, Bedside, NPS, RQA, etc.
)
Maintain an appropriate Front Desk Receptionist environment that is friendly and respectful
Expertise knowledge of and ability to perform Front Desk Receptionist duties: verifying benefits, check patients in and out and collect copayments, coinsurance, deductibles
Create and maintain the Front Desk Receptionist Schedule for assigned location
Covers voids or when coverage is not located
Train and mentor new Front Desk Receptionist staff
Assist leader in interviewing candidates
Prepare appropriate access for new hires
Complete first 90-day review for new hires
Implement Front Desk Receptionist Policies and Procedures with input from Leadership
Daily Reconciliation of Cash intake, Credit Card Receipts, Patient Petty Cash, and Bank Deposits
Daily Reconciliation of ED Acknowledgment Forms
Conduct Quarterly Front Desk Receptionist Staff Meetings
Assigned to work all Downtimes
Maintains Downtime Binder
Reconciles and backloads all patient info
Ensures staff is trained in this process
Ensure adherence to all laws and regulations regarding employment, affirmative action, safety and drugs
Ensure that patient records are accurate and complete
Assist leader to ensure all personnel department policies and procedures are followed
Provide patients and their families with a customer focused, friendly reassuring open environment that encourages patients to return
Assist in resolving patient concerns.
Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times and de-escalation techniques
Ability to manage conflict and appropriately request the help of a leader when needed
Coordinate workflow processes with hospital partner as needed
Follow all HIPAA policies and procedures
Follow and enforce all company policies
Other duties as assigned
Skills & Qualifications
High School Diploma or GED required
2-4-year college degree in Business, Accounting, Medical Administration or related area preferred
Minimum of 2 years’ experience in medical office setting
Minimum of 2 years’ experience in supervisory or lead role preferred
Familiar with health insurance and the insurance verification process.
Patient Registration/Medical record system experience needed.
Must be computer literate (Word, Excel Outlook)
Ability to perform multiple tasks simultaneously, and to prioritize multiple demands effectively
Exceptional communication skills and customer service is required
Solid work history
Be flexible with hours, as staffing of 24/7 units may require flexibility
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