What are the responsibilities and job description for the Clinic Support Representative Supervisor|Bilingual position at Swope Health?
The Clinic Support Representative Supervisor is responsible for overseeing the work of the Clinic Support Representatives in a designated region within the organization. This role ensures that staff deliver excellent customer service and assures a seamless patient registration, insurance verification, and payment collection process. The supervisor will also provide leadership, training, and support to the Clinic Support Representatives to ensure excellent patient experiences and compliance with organizational policies.
Primary Functions
1. Supervision and Leadership:
○ Supervise staff across multiple clinics.
○ Serves as a member of the hiring panel and collaborates in the hiring process.
○ Provide daily guidance, and support to ensure efficient front desk operations.
○ Conduct regular team meetings to communicate updates, address issues, and provide feedback.
○ Foster a positive and collaborative work environment.
○ Encourage teamwork and professional development among staff members.
2. Support, Resource Management:
○ Conduct comprehensive training sessions for new employees and ongoing training for existing staff.
○ Develop and update training materials and resources to ensure all staff are knowledgeable and compliant with organizational policies and procedures.
○ Identifies training needs, communicates with the Practice Manager, and conducts training as needed.
○ Serve as the primary point of contact for staff questions and resource needs and respond in a timely manner.
○ Assist staff in resolving any issues or challenges they encounter in their roles.
3. Performance Management:
○ Monitor the performance of staff, providing constructive feedback.
○ Address and resolve performance issues promptly and communicate with the Practice Manager.
○ Conduct clinic observations of front desk activities and staff performance. Report findings to the Practice Manager.
○ Monitor employee attendance and report to the Practice Manager.
4. Operational Oversight:
○ Ensure the clinic follows an accurate and timely patient registration, insurance verification, and payment collection. Communicate inconsistencies to the Practice Manager.
○ Functions as a CSR in the event of a clinic shortage.
5. Customer Service Excellence:
○ Ensure staff provide exceptional customer service and address patient inquiries and concerns effectively.
○ Manage and resolve patient complaints related to front desk services.
○ Foster a patient-centered environment that prioritizes patient satisfaction.
6. Coordination and Communication:
○ Coordinate front desk coverage between clinics to ensure adequate staffing; communicate with CSR float staff and Clinic Managers promptly.
○ Maintain open and effective communication with clinic managers, practice managers, and other relevant departments.
7. Compliance and Quality Assurance:
○ Ensure compliance with organizational policies, procedures, and regulatory requirements.
○ Implement and maintain quality assurance measures to improve front desk operations.
○ Stay updated on changes in healthcare regulations and best practices to inform front desk procedures.
8. Technology and Systems Management:
○ Ensure staff are proficient in using electronic medical records, patient registration systems, and any other system determined by the organization to fulfill the roles of the department.
○ Troubleshoot and resolve any system-related issues impacting front desk operations and communicate with technical support staff.
Educational Requirements
High school diploma and at least 4 or more years of customer service experience in a business office or medical office/clinic or hospital registration/admissions setting.