Front Office Manager

Job Title: Front Office Manager

Job Overview: Front Office manager, under the general supervision of the Chief Revenue Officer will oversee the day to day operations of the Front office. Manages and coordinates staff to ensure effective and efficient operation of the department. Develops and promotes teamwork within the department. Provides leadership in the department by displaying professionalism and leading by example .

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provides direct supervision of all front office staff ensuring efficient patient flow and established policies and procedures are followed.

2. Responsible for taking callouts/late arrivals of all staff, reporting to HR and assigning appropriate coverage of offices.

3. Responsible for recruiting and development of the department; including training and mentorship.

4. Responsible for employee performance and quarterly check-ins. Provides disciplinary and improvement performance standards per CVAM Policy and Procedures.

5. Coordinates with Front Office Leads to ensure staff scheduling, including payroll and time off requests.

6. Works with Front office Leads to ensure the department is staffed appropriately to optimize flow and ensure task completion and goal settings are prioritized and met in a timely manner and within CVAM Policy and Procedures protocols.

7. Responsible for reviewing monthly quality reporting of work production to include new patient scheduling, CHF reports, scheduling production reports, after hours call log, processing of consults, daily deposits, co-pay reports, order reports, in-house testing, portal, and meaningful use compliance to be monitored in a timely manner. Report any unusual findings to the CRO.

8. Responsible for holding front office staff to the collection standards of 85% of all daily co-pays, balances, self pays and bad debt.

9. Manage Merchant Card Services for all Front Office Staff and coordinate with CRO if additional requirements are needed from Banking system.

10. Responsible for monthly reporting to CRO for quality improvement, optimization, and assurance of meaningful use measures required. Provide Physicians statistics and data on past and future appointments.

11. Ensure that the Front Office Leads are reviewing the Front Office desktops periodically throughout the day to ensure all items are being taken care of in a timely manner. Follow up with any staff not meeting quality standards.

12. Must have basic knowledge of provider preferences regarding individual clinic schedules. Utilizing CRO and other resources when unsure of proper scheduling protocol.

13. Must have knowledge of laying all clinic templates and oversee that Front Office Leads is managing appropriately.

14. Huddle assignments including delegation of rescheduling and updating rescheduling reports. Must communicate with CEO and Procedure schedulers for provider and clinic availability.

15. Ensure that the Front Office Leads are reporting back on the management of provider waitlist, review daily and prioritize high acuity appointments. Discuss any issues or severity in provider waitlist with CRO.

16. Ensure that the recall letters are completed and mailed weekly.

17. Coordinates with Front Office Leads to review administrative desktops, alerts and flags, and patient portal periodically throughout the day, to ensure all items are being taken care of in a timely manner.

18. Interacts with intradisciplinary team, CRO for schedule optimization. Ensures patient care plans are assigned and scheduled appropriately.

19. Improves work performance by engaging with departmental leads in order to achieve effective communication within departments and provide the best patient care.

20. Assesses departmental utilization and executes both near-term schedule and long-term strategy.

21. Monitors patient discharge requests and reports non-compliance in coordination with compliance of discharging patients from practice. Responsible for sending the discharge letters and adding chart alerts to discharged patients in EMR.

22. Responsible for reporting patient deaths to providers and sending out sympathy card when necessary.

23. Operates office equipment such as voicemail messaging system, computer systems, faxes, credit cards and copier.

24. Support and trouble shoot medical technology in the facility including medical equipment, Electronic record keeping, phone services, and janitorial services. Will be required to report system outage in real time and ensure a plan of action is executed and communicated to staff to ensure clinic work flow is not impacted and patients are able to be serviced.

25. Clinical safety measures must be observed throughout the day to ensure OSHA safety measures are being followed to promote safe working establishment and provide safe patient care. Initial assessments and reporting of events that have the potential to impact areas, patient safety and outcomes must be reported in real time and elevating critical and impactful events to senior management for processing decision.

26. Maintains CVAM offices in working order. Ensure offices are stocked appropriately and administrative supply orders placed as needed. Will be required to collaborate with staff at satellite offices to ensure clinical and clerical items available for work.

27. Obtains packing slips on all items received and verifies that all items were received and signed off on. After delivery confirmation and assurance of verification of items packing slips will be forwarded to accounts payable personnel.

28. Always performs concise and thorough documentation in patients’ charts. Documentation must be in real time.

29. Encourages employees to discuss any concerns and is available for conflict resolution. Chain of command is adhered and proper reporting measures to senior staff about resolution or escalation of assistance.

30. Actively participate in patient concerns, complaints, and follow protocols for filing Patient complaint form, Incident forms, and reporting to senior management for review and processing. All concerns to be addressed in real time and processed within 24-72 hours.

31. Patient non-compliance must be documented and communicated with provider. Patient discharge policies to be followed per protocol and reported to senior management for processing.

32. Maintains strictest confidentiality.

33. This position is considered to be safety sensitive therefore all OSHA & HIPAA laws to be abided.

34. Addresses all documents on his/her desktop in Centricity by the end of each business day and verifies that all schedulers, including outside scheduling, have addressed all of their desktop items as well.

35. Responsible for merging duplicate charts and reviewing all erroneous documents for deletion and file appropriate errors in EMR. Report any ongoing delinquencies to CEO And Director of Clinical Services.

36. Performs or assists subordinates in performing duties.

37. Must have excellent communication skills with both internal and external customers.

38. Must have the ability to effectively deal with stressful situations in a calm and productive manner, while maintaining the highest degree of customer satisfaction.

39. Maintains strictest confidentiality.

Other Requirements:

1. Ability to multi-task effectively.

2. Must be able to act calmly and effectively in a busy or stressful situation.

3. Ability to clearly communicate effectively in the English language in person, by phone and in writing.

4. Hearing adequate to perform job duties in person and over the telephone.

5. Vision acuity adequate to perform job duties, including reading information from printed sources and computer screens.

6. Requires adherence to all policies and procedures, including but not limited to standards for safety, attendance, punctuality and personal appearance.

7. Must be able to establish and maintain effective working relationships with managers and peers.

8. Exposure to Blood Bourne Pathogens (BBP) and Other Potentially Infectious Materials (OPIM) is rare but possible. Vaccinations and training are offered upon hire.

9. This position is considered to be safety sensitive.

10. Speaks and writes clearly and informatively in positive or negative situations; listens and gets clarifications; responds well to questions. Balances team and individual responsibilities; exhibits objectivity and openness to others views; gives and welcomes feedback; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed. Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others. Observes safety and security procedures.

11. Maintains strictest confidentiality.

12. Other duties as assigned.

KNOWLEDGE, SKILLS and ABILITIES: Must have prior experience in managerial or leadership role.

Must be able to remain calm in high stress, emotional or complex situations. Provide resolution to staff, interdisciplinary teams, physicians and management teams. Electronic healthcare record knowledge.

Medical terminology. Typing 50 wpm.

ORGANIZATIONAL RELATIONSHIPS

Reports to the CRO and works with respective department and collaboratively with the Team Leads.

EDUCATION: GED or High School Diploma. AA or BS in Healthcare Administration or Healthcare

Leadership is preferred. 1-2 years of clinical supervision and management. Maintain Current BLS. Maintain current certifications and CME as per accrediting body requirements.

ALTERNATIVE TO MINIMUM QUALIFICATIONS: Years of Experience. Associates degree (AA) or equivalent from a two-year or technical school. Current BLS.

PHYSICAL REQUIREMENTS:

Hearing: Adequate to perform job duties in person and over the telephone.

Speaking: Must be able to communicate clearly to patients in person and over the telephone.

Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.

Other: The person in this position frequently communicates with patients and staff regarding medical treatments or therapies. Must be able to exchange accurate information in these types of situations.

Activities require the ability to remain in a stationary position 50% of the time, occasionally move about inside the office to access files or office equipment, and operate a computer and other office productivity machinery, such as calculator, hand held devices, copy machine, and computer printer. Requires frequent bending, reaching, and repetitive hand movements (specifically keyboarding and writing). This may require you to on occasion wear gloves and/or other Personal Protective Equipment (PPE).

Heavy lifting is not expected. Exertion of up to 10 lbs of force occasionally may be required. Good manual dexterity for the use of common office and medical equipment such as computer terminals.

Good reasoning ability is required to solve a wide range of medical and emergency problems. Able to apply algebra and other analytics as required. Able to maintain emotional stability to cope with human suffering, emergencies, and other stresses. Able to understand and utilize management reports, medical charts and other documents to conduct business.

The above is intended to describe the general content and physical demands for the performance for this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

WORK ENVIRONMENT

The job is performed indoors in a traditional medical office. Exposure to potentially dangerous materials and situations that require following extensive safety precautions. Evening and weekend work can occasionally be expected.

Job Type: Full-time

Pay: From $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Mesa, AZ 85206: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Medical Management: 1 year (Required)
• Managing Employees: 2 years (Required)

Work Location: In person

Salary : $22 - $-1