Supervisor, Front Desk/Reception

Description

POSITION SUMMARY

This position is a supervisory position which oversees various clinic front-office administrative responsibilities as outlined below. The clinic front-office is a high-intensity, fast paced environment, and because of the critical impact this position has on clinic efficiency, the employee must be punctual and have excellent attendance. This position also provides oversight to all non-clinical operations of the clinic. This position works closely with the Practice Manager or designee, Medical Director or designee, and Clinical Supervisor or designee for the total management of the day-to-day operations of the clinic. 

REPORTING RELATIONSHIPS

This position reports to the Practice Manager.

ESSENTIAL JOB DUTIES AND FUNCTIONS

While living and demonstrating our Core Values, the Front Desk/Reception Supervisor will:

• Responsible for monitoring the workflow of front desk operations
• Responsible for creating staff schedules to ensure appropriate staffing
• Manage performance of front desk staff. Conduct performance reviews in accordance with organizational metrics.
• Lead the hiring process with the Human Resources department. Ensure proper onboarding, orientation and training of staff. 
• Ensure staff is trained in all aspects of the front desk operations to include billing procedures.
• Address patient complaints/concerns, update leadership as necessary
• Oversee patient scheduling and make necessary adjustments 
• Coordinates provider time off to manage patient scheduling
• Work with Practice Manager to manage physician time off and ensure schedules are updated appropriately in EMR
• Schedule patient appointments and follow-up visits
• Intake and exit patients
• Manage patient information in Electronic Medical Records system
• Perform cash account management activities on a daily basis
• Record/verify insurance information from patients, 
• Scan patient records into the EMR
• Comply with Medicare and private insurance rules that require preauthorization of all procedures 
• Create triages within the EMR system
• Mail and receive new patient information packets 
• Comply with Red Flag Rules for photo identification
• Answer and return phone calls in a timely manner
• Switch phones to night/weekend service
• Oversees all non-clinical aspects of care for the clinic
• Initiates quality improvement processes for the clinic
• Provides orientation and training for non-clinical employees
• Works with the interdisciplinary team for process improvement for the clinic
• Reviews and responds to emails, triages, and voicemails in a timely fashion
• Coordinates clinic meetings as requested
• Solicits feedback from patients that transferred out of the clinic
• Perform other duties as assigned

Requirements

• Meet The Wright Center for Community Health and its affiliated entity The Wright Center for Graduate Medical Education EOS© People Analyzer Tool
• Buy in and experience working in the EOS® model (strongly preferred)
• Mission-oriented; represents the enterprise in a professional manner while demonstrating organizational pride
• High school diploma or equivalent 
• Previous supervisory experience (2-4 years) in a high-volume medical practice 
• Experience with MEDENT or other EMR software a plus
• Proficiency in Word, Excel, PowerPoint and E-mail
• Ability to lead a team
• Must be reliable and punctual
• Professional written and verbal communication and interpersonal skills
• Willingness to work a flexible schedule