Site Office Manager

HealthWorks for Northern Virginia is a non-profit Federally Qualified Health Center (FQHC) serving the medically underserved and uninsured populations of Northern Virginia. We provide quality medical, dental, and behavioral health care to all ages who might not otherwise be able to afford it. For more information about who we are and what we do, please visit www.hwnova.org.

Work Life Balance ? NO WEEKENDS!! Competitive Salary and Benefits package includes a 401K Retirement Plan, Medical, Dental, Vision, Group Life, STD, LTD; Paid Time Off and 10 Paid Holidays.

HealthWorks is a mandatory COVID-19 and flu vaccine organization.

Biligual - English and Spanish required!

Pay Range - $23/h - $26/h

Definition

Responsible for all aspects of the Front Desk and Eligibility operations, including patient appointments, collections, billing, and discount program eligibility for non-insured patients. Responsible to ensure satisfaction of all Health Center patients including addressing patient complaints directly or referring to Director of Operations as appropriate. Supervises Front Desk Patient Advocates, Registration & Financial Assistance Coordinators and Assistant Site Managers.

Roles & Responsibilities

Front Desk Management:

• Oversees and is responsible for administrative day-to-day operations with physical presence onsite, including data entry, registration, eligibility, collection of patient payments, billing, scheduling, supply inventory, patient flow, and patient outreach, effective communication with clinical staff and maintaining patient privacy per HIPAA guidelines.
• Performs annual skill assessment/evaluation of all direct reports using the Patient Advocate skills assessment and competencies check list.
• Participates in the departmental recruitment process by way of screening qualified candidates and conducting all interviews.
• Ensures that proper Front Desk policies and procedures are being followed regarding eligibility, professionalism, communication, and patient scheduling (including demographics, insurance verification, facilitating on site patient registration etc. ;)
• Works collaboratively with all Site Office Managers to ensure Front Desk and Eligibility procedures are consistent across all sites.
• Performs or delegates eligibility screens and compiles supportive documentation for patient applications.
• Handles patient concerns and complaints.
• Keeps lines of communication open with Directors and Management staff.
• Coordinate patient communication such as appointment rescheduling, phone system updates, and affixing site signage to front door during inclement weather or other closures.
• Must be able to perform Front Desk Specialist and Registration Assistance Coordinator job duties. Must have the ability to step into these roles as necessary.
• Updates procedures when appropriate for submission to Director of Operations for approval.
• Understands and recognizes that all policy and procedures changes or updates require appropriate approval prior to implementation.
• Ensures that all staff have completed orientation, HIPAA Privacy training, OSHA requirements and competencies and are fully trained.
• Makes sure that waiting rooms are regularly checked and kept clean and tidy.
• Manages and approves timecards in payroll system for final submission.
• Works with the CIO to adjust the phone messaging in the event of closures associated with holidays or special company events.
• Responsible for coordinating and facilitating monthly staff meetings for assigned site
• Responsible for coordinating and facilitating monthly or bi-weekly staff meetings with direct reports (Front Desk Patient Advocates, Registration Assistance Coordinators).
• Upholds the overall organizational policies and procedures as stated in the Employee Handbook.

Staff Scheduling:

• Works independently or with Assistant Site Manager in scheduling admin support staff to meet Center needs.
• Establishes and maintains schedule for Front Desk staff including working collaboratively with the Clinical Leadership Team and other Site Office Manager(s) and to ensure adequate Front Desk staffing coverage for Medical, and Behavioral Health.
• Makes notes in payroll system as to deviations from schedule for documentation purposes; and
• Responsible for generating, managing, updating and/or adjusting eCW schedule templates for Providers and Resources
• Travels between sites and assists with coverage needs at both sites if needed.

Financial Responsibilities:

• Prepares the daily deposits and ensures that they balance with the end of day reports from eCW.
• Submits deposits to Finance Department or financial institution daily for bank deposit.
• Assists with resolving billing issues with billing contacts to include health plans and billing vendors; and
• Monitors daily activity reports generated from eCW for accuracy.

Administration:

• Assists the Director of Operations, CMO and QI Manager in collecting and compiling data to meet grant requirements, including the requirements of the Uniform Data System report mandated by Health Resources and Services Administration. Responsible for ordering of materials and office supplies.