ILIULIUK FAMILY AND HEALTH SERVICES, INC.

Job Description

JOB TITLE: FRONT DESK LEAD

FLSA Job Status: Full-time, Exempt

Education/Licensure: High school diploma or equivalent.

Department: Administration

Supervisor: Chief Executive Officer

I. ORGANIZATIONAL SUMMARY

• Reports to: Chief Executive Officer
• Key Working Relationships: Practitioners, Medical Support Staff, Mental Health Clinicians, and Administration
• Primary Customer Groups: External Practitioners, Patients and their family members, and Vendors/Customers
• Aged of Patients Served: All

II. STANDARD OF CONDUCTS

• Appearance:
• Maintain a professional personal appearance, and abide by the dress code at all times while working and representing Iliuliuk Family and Health Services, Inc (IFHS).
• Demonstrate actions that support maintaining a positive and clean facility appearance.
• Attitude:
• Acknowledge customers; smile and maintain eye contact as appropriate for patient culture.
• Apologize for problems, inconveniences, and wait times.
• Be kind, sympathetic, and helpful.
• Act in a professional manner at all times
• Respect:
• Treat all customers (patients and guests) with respect
• Treat colleagues (employees, practitioners, volunteers) as professionals.
• Be accountable in meeting customers’ requests and needs.
• Recognize and respect differing viewpoints and beliefs.
• Show reverence for cultural diversity and perspective of all people.
• Ownership/ Accountability:
• Act as an ambassador of IFHS at all times.
• Anticipate and exceed customers’ needs and expectations.
• Understand and accept responsibilities.
• Demonstrate a proactive approach to all issues/ problems/ concerns.
• Communication:
• Acknowledge customers / patients by being attentive.
• Keep customers / patients appropriately informed.
• Maintain confidentiality at all times.
• Use proper voice and email etiquette.
• Use proper and professional telephone etiquette.
• Demonstrate positive and proactive communication skills to include active listening.
• Asks appropriate questions to clarify understanding.

III. POSITION SUMMARY

• Coordinate and oversee activities of the front office and front office team
  members to ensure compassionate and professional care for patients and effective and efficient front office workflow

IV. JOB SUMMARY

• Schedule: Will have a flexible schedule that includes working some Saturdays.
• Duties: After orientation and training the Front Desk Coordinator will be able to;
• Coordinate and manage the activities of front office team members engaged in checking in
  patients and performing general administrative tasks as directed.
• Coordinate with nursing triage to ensure patients are seen.
• Organize and assign duties and tasks to front office team members.
• Establish front office team member work schedules monthly request support from
  Director of Operations as needed.
• Monitor daily performance of front office team members to ensure duties are completed accurately, efficiently and timely. Monitor and control overtime.
• Assist leadership with team member time off requests.
• Maintain attendance controller records and send to Human Resources department monthly.
• Evaluate performance of front office team members and conduct verbal and written
  performance evaluations after 30 days, 90 days and annually as needed.
• Assist with interviews. Conduct orientation and training on front office policies and procedures.
• Identify and recommend solutions to front office team member and office issues or
• Ensure high quality care for patients by reviewing and researching concerns or complaints and recommending corrective action as appropriate.
• Assist in disciplinary action as needed in conjunction with administration. Document all disciplinary action.
• Maintain adequate front office supplies. Ensure supply purchases are cost efficient and within the budget. Review and approve supply receipts in conjunction with finance team members.
• Assist with scanning, purging and faxing patient records.
• Balance daily deposits.
• Block, open and coordinate provider schedules in EPIC.
• Run reports as needed.
• Monitor the flow of patient check in and check out. Keep patients informed of delays.
• Oversee front office collections of co-pays and fees.
• Serve as a back-up for front office team members as needed by checking patients in and out and performing general administrative tasks due to staffing needs including vacations, illnesses, lunches, etc.
• Assist with or conduct periodic staff meetings with front office team members.
• Attend front office meetings and relay pertinent information to front office team members timely.
• Attend periodic training sessions and meetings pertinent to position.
• Maintain excellent communication and effective working relationships with patients, providers, clinical and clerical team members within IFHS and insurance companies, the public and the medical community outside IFHS for continuity of high quality patient care.
• Maintain effective working relationships with all IFHS departments including, but not limited to Lab/Imaging, Nursing, Medical staff and administration, etc.
• Perform all other duties as assigned.

V. EDUCATION AND EXPERIENCE

• High school diploma or equivalent required
• Associate’s Degree or higher preferred
• Medical Front Office or administrative experience preferred
• Supervisory or management experience preferred

VI. CERTIFICATION AND LICENSURE

• None required

VII. ESSENTIAL FUNCTIONS

• Hearing: within normal limits with or without use of corrective devices
• Visions: adequate to read 12-point font type with or without corrective lenses
• Must be able to effectively communicate in English, both verbally and in writing with staff, patients and the general public
• Must have manual dexterity of hands/ fingers for frequent writing, computer work, filing and assisting with procedures
• Must be able to occasionally lift, push or pull up to 50lbs
• Must be able to subject to prolonged sitting, standing or walking