Front Office Supervisor

GENERAL DESCRIPTION

Under the direct supervision of the Director, Revenue Cycle, the Front Desk Supervisor oversees the operations and staff of the front office. The Front Desk Supervisor assists in implementing The Conrad Pearson Clinic’s (CPC) policies and procedures. The Front Desk Supervisor acts as a liaison for patients with past due accounts and other account-related questions. This position is a working supervisor position and will float to satellite offices as needed.

ESSENTIAL JOB FUNCTIONS

• Supervise all front desk/patient services activities and staff to include the check-in and check-out process; patient interview; obtain patient demographic information; gather personal and financial data; admission eligibility; prepare admission records and collection of payment for services rendered. Ensure that staff fulfil their assigned job duties and responsibilities; and help co-workers as needed.
• Ensure that all front office staff are cross trained in all aspects of the front office to include check-in, check-out, medical records, insurance verifications referrals, etc.
• Organize, set priorities, develop work schedules and monitor progress toward goals, and track details, data, information and activities.
• Assess problem situations to identify causes; gather and process relevant information; generate possible solutions and make recommendations to the Director, Revenue Cycle to resolve any issues.
• Utilize critical thinking skills to assess situations to determine their importance, urgency and risks; make clear timely decisions that are in the best interests of the clinic.
• Monitor the provider’s appointment schedule and ensure that patient appointments are scheduled properly by front office staff.
• Assist with maintaining physician schedule changes, update practice management system and notify front office staff.
• Assist and provide feedback to the Director of Patient Financial Services with evaluating staff’s job performance and taking necessary action to include evaluations, verbal warnings, written disciplinary reports, corrective action plans and attendance tracking.
• Monitor the flow of patient care to ensure that patients are moved accordingly throughout the process and care is not delayed.
• Create and monitor monthly No Shows report and other reports assigned.
• Train and orient new employees to Clinic’s policies, procedures, practices and employee’s job responsibilities.
• Open and distribute all confidential patient mail, registered mail, certified mail and mail that is not addressed to an individual.
• Act as the financial liaison for patients with past due accounts and account questions while they are in the clinic.
• Work directly with the billing office and the front office staff to ensure correct insurance data entry.
• Monitor the inventory level of office supplies to ensure inventory does not fall below minimum inventory levels.
• Purchase office supplies as needed while considering all variances, including quantity, delivery time, etc.
• Verify office supply orders are complete and accurate.
• Effective, efficient and consistent communication with the Director, Patient Financial Services regarding clinic operations and clinic productivity with immediate notification to the Director, Patient Financial Services regarding problems.
• Familiar with the practices and job duties at the Wolf River Clinic and all outlying clinics and is able and willing to work at these locations as needed.
• Ensure compliance for all regulatory requirements including OSHA and HIPAA; immediately and accurately document and report occurrences to supervisor; and ensure compliance with all legal and regulatory requirements as outlined in the corporate compliance plan.
• Support and adhere to all company policies, procedures and management decisions; maintain confidentiality of patients’ medical information; and all confidential administrative related issues.
• Demonstrate dependability in attendance, punctuality in reporting for work and initiative in completing a full work schedule; meeting or exceeding all established deadlines and utilizing all resources and supplies efficiently and appropriately.
• Demonstrate the ability to concentrate during the course of the day.
• Display a positive outlook with a helpful, constructive manner when working with other employees.
• Demonstrate superior patient relations and interpersonal skills; demonstrate an appropriate level of mental and emotional tolerance and even temperament when dealing with staff, patients and general public using tact, sensitivity and sound judgment; promote a positive work environment and contribute to the overall efforts of the department and the company.

POSITION REQUIREMENTS

• High School Diploma is required, a college degree is preferred.
• Appropriate technical experience is required (i.e., cashier, medical records, reception, etc.).
• Five years of physician office and medical experience is required, preferably at a urology practice. Two years of front office supervision can be substituted for the five years of experience.
• Demonstrated computer skills proficiency such as Microsoft products, CPC Practice Management System and Electronic Health Record is required.
• Ability to lead and motivate individuals toward the accomplishment of work and organizational goals is required.
• This position requires a self-starter who understands the workflow of the department and how it contributes to overall success of the organization and can follow a work assignment to completion.
• Ability to plan, schedule, prioritize and complete multiple projects/demands is required.
• Maintain control of front-office workflow is required.
• Excellent oral and written communication, interpersonal, problem solving and organizational skills are required.
• Occasional overtime, evening and weekend work is required.
• A valid driver’s license, dependable automobile and current auto insurance are required for occasional travel for business purposes and to work at satellite locations.

ESSENTIAL PHYSICAL REQUIREMENTS

• Requires prolonged sitting, some bending, stooping and stretching, or performing other work requiring moderate physical exertion.
• Capacity to maintain physical activity over prolonged periods of time (stamina).
• Able to see for the purpose of reading information received in different formats including but not limited to paper, computer, reports, bulletins and manuals.
• Able to hear for work-related purposes.
• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
• Able to lift up to a minimum of 25 pounds.