Supervisor - Front Desk

Front Desk Supervisor

At STRIDE Community Health Center, we're dedicated to more than just providing healthcarewe're committed to making a lasting impact on the lives of our patients and the communities we serve. As one of Colorado's largest Federally Qualified Health Centers, we offer comprehensive servicesincluding primary care, dental, pharmacy, behavioral health, health education, and outreachacross our 13 clinics in the Denver Metro area.

With over 35 years of serving our community, our growing team is at the heart of this mission. We believe healthcare is about more than treating illness; it's about fostering wellness and addressing the unique needs of every person, ensuring that no one is left behind. If you're passionate about making a meaningful difference, thrive in a collaborative environment, and are ready for a career that transforms livesincluding your ownSTRIDE is the place for you.

This role will oversee front desk operations at our Wheat Ridge and Englewood locations.

Essential Duties/Responsibilities:

• Collaborate with Clinical Supervisor, Panel Managers, and Practice Administrators in establishing, implementing and maintaining quality patient care, to improve quality metric standards and to meet the external client expectations. Involving the care in the care team in the QA/PI process, (NCQA-PCMH TC07)
• Day-to-day direct training/supervision/coaching of all Front desk Support staff; including hiring/firing authority and input into performance appraisals, in consultation with HR and Practice Administrators.
• Facilitates coordination of clinic appointments, reception services, and front office patient flow.
• Ensures that front desk staff provide direct, high-quality customer service to patients.
• Creates a professional and friendly atmosphere for all patients, staff and visitors.
• Oversees medical, dental, and behavioral health scheduling in partnership with the Panel Managers and Customer Care Center Staff
• Ensures a clean friendly waiting rooms are welcoming and inviting to patients and visitors.
• Participates in front desk responsibilities, provides coverage at the front desk.
• Under the direction of the Practice Administrator ensures clinic(s) of responsibility meet strategic goals associated with revenue cycle quality outcomes, encounters, resource management, and growth projections in line with the organizational strategic initiatives.
• Maintains adequate staffing and scheduling for each front desk function
• Meet regularly with Practice Administrator to ensure appropriate communication of organizational initiatives across clinic sites and to ensure departmental and organizational KPIs are being monitored and met.
• In conjunction with the Practice Administrator completes monthly front desk competencies, through active management, training, and testing
• Meet patient and patient family needs; taking responsibility for a patient's safety, satisfaction, and clinical outcomes; using appropriate interpersonal techniques to resolve difficult patient situations and regain patient confidence.
• Manage and resolve human resource, safety, and risk management issues.
• Ensure all assigned clinic sites operate within defined business monthly budgets (office supplies, interpretation services, printers/copiers and taxi services).
• Maintains compliance with governing regulations and the rules of accrediting bodies by monitoring operations and initiating changes where required; works closely with clinical team members to ensure successful completion of regulatory reviews and quality standards.
• Reports to work on date and time scheduled and enforces that the front desk support staff act in a similar manner.
• Promotes positive team work and cohesiveness between all staff.
• Provides constructive and creative recommendations for improvements in own area of responsibility or the clinic's system as a whole.
• Maintains a high level of quality, accuracy and neatness in work performed.
• Actively manages direct reports to facilitate excellent customer service to all patients.
• Conduct daily clinic quality walks (front and back office).
• Lead clinic in the responsibility of scheduling efficiencies and effectiveness, revenue enhancement processes, and collection.

Leadership Responsibilities:

• Organize workflow and ensure that employees understand their duties or delegated tasks
• Monitor employee productivity and provide constructive feedback and coaching
• Receive complaints and resolve problems
• Maintain timekeeping and personnel records
• Pass on information from upper management to employees and vice versa
• Hire and train new employees
• Ensure adherence to legal and company policies and procedures.

Non-Essential Duties/Responsibilities

• Attend all staff meetings and all other meetings as assigned.

Requirements:

STRIDE Values:

• Community : All are welcome at STRIDE - our patients are the center of our work.
• Trust : Our patients feel safe, empowered, and supported.
• Value : We respond to patients' needs by providing effective, affordable care.
• Compassion : We treat patients with kindness, empathy, and dignity.

Knowledge, skill and ability:

• Ability to interact positively and build rapport with patients, coworkers and/or external contacts.
• Ability to work independently and organize work in a manner that ensures accuracy and efficiency.
• Ability to demonstrate the capability to effectively and sensitively respond to the needs and concerns of the full range STRIDE diverse patient population.
• Customer service skills, including the ability to diffuse upset patients.
• Knowledge of principles and procedures for personnel recruitment, selection, training, and personnel information system.
• Knowledge of automation systems capabilities and utilization in order to input, access, retrieve, edit and manipulate data for decision making.
• Skill in using a variety of computer software including but not limited to the internet and MS Office Products; including Excel.
• Ability to identify barriers to performance of others and provide coaching, training or other assistance to remove those barriers.
• Ability to handle patient, employee and sensitive business information ethically and responsibly.
• Active listening, critical thinking and time management.
• Ability to communicate clearly and accurately verbally and in writing.
• Excellent organization and detail-oriented skills.
• Conflict/crisis management and problem-solving skills.
• Ability to coordinate and prioritize multiple tasks in a fast-paced environment.
• Outstanding professional demeanor.

Education and Experience:

• Required: High school diploma or GED.
• Preferred: Technical degree, associate in arts degree (AA), or bachelor's degree (BA) in office management, business administration, or a related field.
• Required: Must have or obtain BLS/CPR within 60 days of hire.
• Preferred: Prior supervisory experience in a healthcare setting.

Material and equipment directly used: Computer, printer, multi-line telephone systems, mobile phone, personal transportation vehicle (required to travel to a variety of clinics), fax machine, copy machine, calculator, and all Microsoft Office products including Outlook, Excel and the internet.

Working environment/physical activities: Office environment within a clinical setting. Enters data into computer programs via computer, mouse and keyboard. Moves about the office environment and occasionally to other locations. Moves/transports objects up to 25 lbs frequently and up to 75 lbs occasionally to various locations throughout the metro area. Communicates information to others. Discerns/analyzes information from others to assist in decision making. Be willing to provide support, at additional sites, under the direction of the Director of Medical Operations during your employment at STRIDE CHC.

At STRIDE Community Health Center, we value a strong and collaborative work environment. To ensure a successful integration into our team, we implement a 90-day probationary period for all new employees. This timeframe is designed to evaluate performance and assess cultural alignment within our organization. It offers both the employee and the employer the opportunity to determine if the role is a mutual fit, promoting long-term success and satisfaction in your career with us. Join our dedicated team and contribute to our mission of providing quality health care to our community!

Pay Information:

We offer a competitive hourly range of $22.00-$25.00, depending on your experience.

This range reflects STRIDE's good faith estimate of potential compensation at the time of posting. The final salary for the selected candidate will be determined based on