FRONT DESK SUPERVISOR

Description

GENERAL DESCRIPTION OF POSITION:

This position is vital in the delivery of health care. Works under the supervision of the Clinic Manager. Work will involve the hiring and the training of front desk staff and ensure that clinic is adequately staffed with qualified front desk staff.

Performs all duties to ensure the patient has a pleasant and satisfactory experience in the manner in which their health care is delivered, managed, coordinated with both internal and external entities and in which the patient participates in decision making.

As a member of the clinical team, this position requires total support of the PCMH principles, policies, and procedures.

ESSENTIAL JOB FUNCTIONS: (why this job exists)

Leadership Management/ Communication: Supervises trains, evaluates and counsels front desk staff. Keeps staff current of policies, procedures, and changes in front desk operations. Conducts front desk staff meetings and resolves issues at the operational level and includes the Clinic Manager, when appropriate. Actively participates in team huddles to ensure maximum patient access, to include coordination with clerks to close gaps in the schedule and facilitate same-day access.

Rotates schedule to accommodate front desk clerk needs.

Develops and maintains a work schedule for all of the front desk staff and reviews their time sheets for accuracy and overtime.

Develops updates and maintains training manuals for all of the front desk staff in coordination with SCF policies and procedure standards and assures consistent implementation throughout the Pediatric, Adult Medicine front desks, and Call Center.

Consistently monitors schedule and is able to delegate tasks to front desk clerks; and implement corrective actions necessary on a daily, to mid-day basis.

Serves as a liaison between administration and Front Desk Clerks, monitoring systems and workflows; while implementing improvements and coordinates with all patient care systems and functions. Works closely with the Clinic Manager to identify opportunities for improvement and to implement procedures to increase department efficiencies.

Compiles department productivity reports, attends meetings as assigned, and actively participates in committees, projects, and performance improvement initiates.  

Patient communication: Ensures that patients are greeted and welcomed in a pleasant, respectful, culturally and linguistically appropriate manner whether face to face or by telephone. Reinforces to patient the importance of keeping their appointments and communicating changes to patient’s appointments. Provides guidance to staff and ensures that patient questions or concerns are answered in a positive and cordial manner, ensures that all incoming calls are answered and routed to appropriate personnel. Documents and communicates patient’s problem/complaint to the supervisor or designee. Resolves concerns at the Clinic level and trains employees to prevent future events of similar type.

Manages appointments: Provides day to day guidance to the front desk clerks on appointment schedules, assuring that all providers have full schedules, schedules appointments as per policies and procedures. Calls and reminds patients of their appointment. Follow up on “no show” patients. Initiates phone notes. Assures providers schedules are as per established protocols. Efficiently addresses any discrepancies in the scheduling process, provides guidance to staff on how to handle recall appointments by calling or mailing reminders.

Coordinates with providers the development and maintaining of adequate patient schedules. Works closely with providers to ensure adequate outpatient hospital scheduling. Produces daily, weekly, monthly, quarterly, annual and any special reports as requested.

Management of documentation: Records the appointments of the day, identifies the no shows, checks in patients, initiate notes for the nurse on call or others to alert information regarding a patient. Screens patients for potential eligibility for other programs and refers to appropriate staffing. Accurately assist in entering data and maintains current computer files of all patients’ demographics, insurance and account information in absence of billing staff.

Demonstrates safe professional conduct: Maintains a friendly and safe environment for self and others. Refrains from texting and speaking on the cell phone while on duty. Will maintain the phone on mute to avoid hearing the ringing of personal cell phones. Refrains from informal communication with patients and others. Must always adhere to a professional appearance in dress and behavior/conduct.

POSITION DIRECTLY SUPERVISED:  Front Desk Clerks

Qualifications

Knowledge, Skills and Abilities: (use of equipment, job related knowledge, language, etc.)

Knowledge of front desk procedures, techniques, and practices.

Knowledge of HIPPA, HERSA and other regulatory agencies, and ability to adhere to policies and regulations.

Skilled in computer software (EMR, Microsoft Word, Excel, etc.) programs and other office equipment.

Knowledge of Su Clinica Policies and Procedures, cultural, safety, etc.

Customer relations and communication skills

Skilled in excellent interpersonal skills reflecting clarity, diplomacy and communicates accurately and effectively.

Skilled in following through, multi-tasking, prioritizing and attention to detail in a fast paced environment.

Ability to learn PCMH Model, Accountable Care Organization (ACO)

Ability to read, write and spell correctly in English

Ability to verbally communicate in Spanish

Able to lift 20 pounds

Ability to prepare records in accordance to detailed instructions.

Ability to maintain a flexible work schedule. (Follow overtime policy)

Ability to recognize, evaluate, solve problems, and correct errors.

Ability to resolve patient service issues and exercise independent judgment

Ability to apply critical thinking skills while performing daily responsibilities.

Ability to present positive image of Su Clinica

Ability to be a team player that motives and educates other team members

Ability to communicate effectively with groups and train personnel at different learning levels.

Ability to maintain patient and office staff confidentiality

Minimum Qualifications/Certificates/Licenses/Registrations Required: High School Diploma or GED.

Minimum of three (3) years of experience as a front desk clerk/appointment clerk in an office/call center/medical setting and one (1) year experience supervising personnel. Must be bilingual Eng. /Span. Knowledge of FQHC a plus.

Special Instructions: If employee operates a personal motor vehicle in the performance of their official duties, the employee must possess a current valid Texas driver’s license for the appropriate type of vehicle and Texas Liability insurance. This position requires that an employee’s driving record be verified with law enforcement to ensure compliance with SC’s driving policy.

Due to the nature of SC Services, it may be necessary for employees to work extended hours or other variations of the usual shift to ensure adequate care to patients and to maintain service to the community.