What are the responsibilities and job description for the Front Desk Supervisor position at Family Health Services?
Family Health Services is a Federally Qualified Health Center (FQHC) that provides quality, affordable primary care, dental, and behavioral health services. Our “high touch, high tech” clinics offer unique patient focused care to anyone in the community, regardless of their ability to pay. We are rapidly growing in Sandusky, Ohio at our two locations as well as in Norwalk, Ohio and surrounding areas.
Responsible for planning, coordinating, and overseeing front desk services and related activities to achieve efficient utilization of available resources. Responsible for overseeing the scheduling of appointments, collecting payments and payment posting, demographic information collection as outlined by Uniform Data System (UDS) and Health Resources and Services Administration (HRSA) guidelines.
Main Job Tasks, Duties and Responsibilities:
- Supervise and coordinate the daily activities and operations of the front office.
- Train and support new Front Desk Staff.
- Schedule and prioritize office activities to meet operating requirements.
- Works collaboratively with Service Line Directors to ensure all needs of department are met and goals are achieved.
- Work through returned claims from billing company and provide education to staff regarding trends in errors found.
- Develop and monitor internal controls with money collection, deposit, and collection of information.
- Ensure front office staff are following guidelines established by HRSA and all FHS policies/procedures.
- Analyze workflow issues and implement workable solutions.
- Ensure adherence to company culture and code of conduct.
- Perform administrative support functions such as data management, creating reports, drafting correspondence, and approving sliding fee scale applications.
- Develop effective working relationships with staff and stakeholders.
- Participate in billing meetings as directed and build good relationship with billing staff to ensure financial goals are met for department.
- Evaluate job performance of staff.
- Provide necessary training, guidance and motivation to staff.
- Approve and monitor front desk staff vacations and sick leave. Prepares and maintains schedules for front desk staff.
- Initiate and maintain orderly records in compliance with company regulations.
- Supervise the efficient use of office supplies and maintenance of office equipment.
- Plan and organize the purchase of office supplies in accordance with purchasing policies and budgets.
- Maintain a pleasant and secure working environment.
- Act as a liaison with other departments and divisions.
- Travels to all offices sites as indicated.
- Performs other duties as assigned.
- Participates in Quality Assurance Program
- Responds to crisis situations according to policy.
- Assist consumers (may or may not be FHS patients) in enrollment in Medicaid and Marketplace plans.
Supervisory Responsibility:
- Oversight of front desk employees at specific site.
- Serves as the operational liaison for the smooth function of all service lines during business hours.
- Keeps Directors informed of any needs or concerns that arise.
Work Environment:
This job operates in a health care office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This job has frequent exposure to dust, constant activity and noise, hands in water, excessive heat, cleaning agents, excessive cold, dampness, excessive humidity, dry atmospheric conditions, and animals.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Must have the ability to travel independently throughout the facility to access information from other departments.
Must have the ability to sit for long periods of time.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
This position requires the ability to occasionally life office products and supplies up to 20 pounds.
Required Education and Experience:
- Certified Medical Assistant or LPN current licensure is required.
- Knowledge and working experience of supervisory principles and practices.
- Knowledge of administrative practices and procedures, data management methods, basic accounting practice and human resource practices.
- Proficient computer skills.
- Working knowledge of relevant software programs.
- Certified Application Counselor through Centers for Medicare and Medicaid Services (CMS) or certified within 1 year of hire.
- BLS/CPR Certification
Preferred Education and Experience:
- Associates degree in Business Administration or equivalent
- At least two (2) years’ experience in a leadership role.
Key Skills and Competencies:
- Time Management
- Organizing and planning
- Problem analysis and problem solving
- Verbal and written communication skills
- Judgment and decision making
- Attention to detail and accuracy
- Guidance and mentoring
- Teamwork and collaboration
- Must be willing to work flexible hours as required by position.
Work Authorization/Security Clearance
Must be authorized to work in the United States.
AAP/EEO Statement
FHS is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally-recognized basis [“protected class”] including, but not limited to: race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform service member status; or any other protected class under federal, state, or local law.
In Ohio, the following also are a protected class: race; color; religion; sex; pregnancy, or any illness arising out of and occurring during the course of pregnancy, childbirth or related medical conditions; national origin; disability; age [40 or over], military status and ancestry.
