Front Office Manager

Pay is commensurate with experience

POSITION SUMMARY 

Faculty and Residents from the University of Kansas School of Medicine--Wichita’s Internal Medicine Departments provide Internal Medicine and HIV care through our clinic. We are dedicated to continuous quality improvement while providing high quality, efficient health care to patients. As a working manager you are responsible for managing the day-to-day operations of the front desk staff, ensuring staff are properly trained, performing work accurately, and completing tasks in a timely manner, providing back-up for the positions that are supervised, ordering office supplies and assisting with building maintenance projects. 

 ESSENTIAL FUNCTIONS 

 Supervisory Duties:

• Personal commitment to the organization’s mission, vision and values
• Models servant leadership, operational excellence, and cultural alignment in every interaction
• Fosters a culture of continuous improvement through process optimization
• Creates an environment oriented to trust, open communication, creative thinking, and cohesive team effort

• Works with MPA HR and Director of Clinical Operations to develop staffing plans, hire, remediate and/or terminate clinical staff as necessary 
• Manages staff under direct supervision by approving time off requests, reviewing and approving timecards while maintaining adequate coverage to ensure ongoing operations of the department
• Monitors work performance of staff, provides regular feedback to individuals, performs introductory and annual performance evaluations and addresses concerns appropriately in conjunction with HR
• Ensures staff are completing tasks in a timely and accurate manner 
• Leads and participates in team meetings and updates, provides training and technical support, and assists with development and maintenance of standard operating procedures (SOPs) 
• Works with Director of Clinical Operations, Nurse Manager, and Ryan White Program Manager and others to coordinate clinic operations to provide patient services and meet organizational goals 
• Participates in clinic process improvement activities and workgroups, and attends manager and team meetings to ensure efficient operations 

• Orders office supplies in a cost-conscious manner and maintains necessary inventories to complete daily operations, assists with coding expenses for accounts payable 
• Recommends and assists with selection and implementation of equipment to support clinic operations

• Provides or coordinates cross coverage for team while those that are supervised are out of office or at lunch
• Reliable attendance and punctuality
• Performing other duties as assigned

Front Office Duties:

• Maintains provider schedules in EHR, updates and distributes schedules to managers and staff 
• Monitors patient schedules and assigns duties to front desk staff based on provider schedules and patient volumes
• Provides staff oversight and establishes accountability to ensure that the team works together to deliver efficient, patient-centered healthcare 
• Ensures staff compliance with organization’s protocols for call processing, scheduling, registration, insurance and payment processing, good faith estimates, payment collection and posting, and medical records release of information 
• Audits petty cash to ensure integrity in control of cash processes and works with accounting to obtain change needed for operations
• Answers incoming calls from patients, schedules appointments, initiates telephone encounters in EHR, and coordinates with nursing staff to prioritize requests for clinical advice, prescription refills, test results, prior authorizations, forms completion, and other care coordination services per protocols 
• Works with patients to establish payment arrangements and resolve unpaid balances 
• Acts as first contact for patient or supervised staff concerns and works with Director of Clinical Operations to resolve when necessary 
• Assigns patient recall and/or outreach activities in coordination with clinical quality initiatives
• Scans and indexes patient records in EHR for clinic patients 
• Processes medical record Release of Information (ROI) forms and prepares records for release
• Assists with maintenance of activating and deactivating patient medical records 
• Produces assigned reports and communicates areas for improvement in leadership and team meetings
• Assists Director of Clinical Operations with coordinating building improvement or maintenance projects and contacting building services for maintenance as needed 

POSITION QUALIFICATIONS 

Certificates & Licenses: N/A

Education: High School Diploma required; Associate’s or Bachelor’s Degree in Business or Healthcare Administration preferred

Experience: 

• Three (3) or more years of experience in a medical office required
• Two (2) years or more of supervisory experience required
• One or more years of experience in EHR/Practice Management Software (we use eClinicalWorks) 
• One or more years of experience in Microsoft Word and Excel 

KNOWLEDGE, SKILLS & ABILITIES 

Knowledge

• Knowledge of patient registration and scheduling best practices (includes basic clinic services)
• Knowledge of insurance plan coverage, referral and prior authorization requirements (includes Medicare, Medicaid, VA and commercial insurance plans), and payer websites 
• Knowledge of medical records release guidelines and statutes
• Knowledge of medical terminology and medical documentation principles
• Knowledge of medical ordering and referral procedures 
• Knowledge of medical terminology and medical documentation principles
• Knowledge of HIPAA guidelines and procedures

Skills:

• Skill in building effective working relationships and developing teams
• Skill in utilizing electronic health records to identify patients, gather and update information, assess situations and initiate appropriate action(s) 
• Skill in time management and prioritizing work
• Skill in customer service and professionalism
• Skill in supervising staff and completing managerial tasks such as timekeeping, training, performance evaluations, and corrective action plans 

 Abilities:

• Ability to communicate effectively (oral and written) with patients, coworkers, residents, physicians, and external partners utilizing telephone and HIPAA-compliant methods 
• Ability to collaborate with leadership to improve clinical care and operations and coordinate clinical activities with other teams
• Ability to handle multiple priorities and meet deadlines
• Ability to problem solve and make decisions related to duties
• Ability to engage staff and lead with professionalism, tact, and respect
• Ability to handle upset patients and diffuse situations and manage the relationship with patient
• Ability to wear Personal Protective Equipment (PPE) (closed toe shoes, masks when indicated) 
• Ability to be prompt and present during scheduled work hours

Competencies:

Performance evaluations are based on the individual’s accuracy, accountability, adaptability, communications (oral and written), customer service, attention to detail, initiative, integrity, interpersonal skills, judgement, organization, problem solving, and time management.  

 WORK ENVIRONMENT 

• In person 
• Outpatient clinic
• Patient-focused
• Teaching environment

 Reasonable Accommodations Statement 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.