Front Desk Supervisor

Front Desk SupervisorWe're unique. You should be, too.We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.The Front Desk Supervisor, functioning under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, is responsible for organizing and directing the work of the front desk staff, coordinating staff activities and schedules to ensure effective patient care services are provided, and ensuring quality standards are met. Trains, guides and supports Care Facilitators to ensure organizational front desk standards are met and that they have the tools and resources they need to effectively perform their duties. Leads front office center operations including, quality, compliance, human resources, patient experience, and direct supervision of employees. Leads the VIP customer experience from center entry to exit by ensuring our patients and their family members have a pleasant and memorable experience every visit and with every interaction. Establishes and maintains strong professional relationships with internal work partners and external customers; and through strict adherence of established center guidelines and standards provides the best solutions and options for our patients in support of the overall center experience.Essential Job Duties/Responsibilities:Leads a team of Care Facilitators and other front desk staff. Supervisory tasks included but not limited to setting performance goals, developing top talent, and implementing progressive improvements when needed.Engagement and Development:Instills ChenMed values and behaviorsBuilds culture and strong engagementPromotes team member retentionProvides clear onboarding expectationsPromotes team member development and retention by performing regular facilitated coaching and leadership rounding with front desk team membersOperational Excellence:Consistently executes the core model and follows the Center Playbook proceduresExhibits a strong understanding of the importance of adhering to core model execution by leading engagement and development, operational excellence and scheduling optimizationUnderstands philosophy of patient flow metrics and efficiencies and shares the desired outcomes with all front desk team membersMaintains focus on patient retention and positive customer experience and is available and accessible to both team members and patientsScheduling Optimization:Adheres to enterprise scheduling templates and ensures 100% of patients are assigned and scheduledTop 40 and risk score 70+ patients scheduled at least bi-weeklyIP/ER discharge follow-up scheduled immediately with daily follow-upPartners with growth team to ensure THV-EE and CMAP scheduling is 100% completedEnsures care facilitators have the resources needed and clearly defined priorities readily available to them to promote daily success.As supervisor, serves as a primary contributor in hiring and selection of Care Facilitators and other front desk staff.Front Desk Ambassador:Helping patients in and out of their vehiclesOpening the doorChecking in on patients who have been waiting longer than 10 minutes. Give them updates.Engaging patients and Overall Patient ExperienceMary's Cafe being up front and accessible to patients and always stockedEnsures OSHA, clinical and quality standards of ChenMed are met by monitoring performance and implementing corrective action plans when needed.Serves as first point of contact and resolution for escalated patient issues/concerns/disputes.Supports PCP scheduling by ensuring appropriate blocks are in place and double/over/under booking does not occur. Ensure scheduling gaps are attended to and closed in a timely manner.Reviews ENS notifications and ensure patients receive follow up from their Care Teams.Examines medical release forms for accuracy and PCP sign off prior to release of medical records. Ensures the e-fax folder is routinely checked and that documents received are correctly uploaded and indexed.Reviews phone messages to ensure proper and timely routing and follow-up. Ensures after hours messages from patients are recorded in the patient's medical record and followed up on by the appropriate discipline.Troubleshoots Dashboard, phone, and computer issues.Orders office and other needed supplies to ensure the Center is properly inventoried, stocked and maintained.Other responsibilities may include:Fills in for Care Facilitator as needed for scheduled and unscheduled absences.Cover various Front Desk tasks and duties in line with business needsSupports the patient VIP experience by assisting with new patient paperwork and supporting New Patient Welcome and Tours.Performs other duties as assigned and modified at manager's discretion.Knowledge, Skills and Abilities:Strong business acumen and acuityGood knowledge and understanding of general Operations standards, functions, methods, techniques, practices, processes and proceduresUnderstanding of regulatory standards, various local, state and federal laws that apply to the business and where to find information on standards and interpretationsExcellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and resolve recurring defectsStrong organizational skills and attention to details to handle multiple tasks, short deadlines, frequent interruptions, and shifting priorities in support of changing company objectivesStrong leadership, training, written and verbal communication, and interpersonal and presentation skills to drive resultsWorking knowledge of medical insurance and/or knowledge of electronic medical record EMR systemsSkilled in operating phones, personal computers, software and other basic IT systemsAbility to communicate with employees, patients and other individuals with a professional and courteous manner dispositionProficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation softwareAbility and willingness to travel locally, regionally and nationwide up to 10% of the timeSpoken and written fluency in EnglishEducation and Experience Criteria:High school diploma or GED equivalent requiredAbility to lead and coach teams to drive positive outcomes and excellenceSome college coursework preferredA minimum of 3 years' work experience in a medical facility requiredBLS for Healthcare Providers certification desired ChenMed