Manager - Front Desk Operations (DEN) - 996338

Job Description

Job Description

We are excited that you are considering joining Nova Southeastern University!

Nova Southeastern University (NSU) was founded in 1964, and is a not-for-profit, independent university with a reputation for academic excellence and innovation. Nova Southeastern University offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more. NSU cares about the health and welfare of its students, faculty, staff, and campus visitors and is a tobacco-free university.

We appreciate your support in making NSU the preeminent place to live, work, study and grow. Thank you for your interest in a career with Nova Southeastern University.

 

Primary Purpose:

Manages front desk operations for assigned health clinic (s) by directing the work of staff, analyzing EMR reports, and troubleshooting patient concerns to maximize patient flow, patient satisfaction, and net income, all in compliance with applicable rules and regulations.

 

Job Category:  Exempt

Hiring Range: 

Pay Basis: Annually

Subject to Grant Funding?  No

Essential Job Functions: 

1. Plans, directs, supervises, and coordinates work activities of subordinates and staff, including hiring, coaching, evaluating, and terminating, all in accordance with university policies and procedures.

2. Coordinates staff schedules and rotations to ensure appropriate levels of staffing, cross-training, and standardization to maximize clinical efficiency.

3. Reviews and approves timesheets in Kronos for assigned staff.

4. Oversees all front-end operations including, but not limited to, insurance verification, co-pay/deductible collection, and daily charges reconciliation, and authorizations/referrals.

5. Ensures clinics adhere to cash management and daily deposit polices; works with finance partners to resolve any financial issues.

6. Oversees the verification of insurance eligibility in assigned clinic(s) to ensure coverage before services are rendered.

7. Ensures clinics adhere to established policies and procedures related to benefits and authorizations to ensure accuracy and timeliness of requests while maintaining confidential information regarding HIPAA guidelines.

8. Participates in budget planning meetings and monitors clinic's performance according to established budget; provides input to finance partners regarding clinic budgetary matters.

9. Resolves escalated patients’ complaints.

10. Establishes, documents, and implements procedures to maximize workflow and operations' effectiveness; ensures procedures are communicated and administered consistently across clinic(s).

11. Analyzes reports and works with staff to ensure that daily clinic operational processes support the obtaining of established goals and metrics.

12. Oversees facility work orders and orders office supplies.

13. Reviews and approves purchase requisitions for office supplies, forms, office equipment prior to submission to Finance.

14. Acts as expert user of related computer systems and assists with enhancements as necessary.

15. Acts as the liaison between providers, staff, and patients.

16. Assists faculty partners in the review of hardship applications and, if approved, enters it into the Electronic Health Records system.

17. Reviews medical records requests and acts accordingly.

18. Travels to various campus locations.

19. Completes other projects as assigned.

20. Performs other duties as assigned or required.

Job Requirements: 

Required Knowledge, Skills, & Abilities:  Knowledge:
1. General knowledge of major responsibilities, accountability, and organization of a customer support department.
2. Thorough knowledge and understanding of legislation and regulatory bodies affecting healthcare practices; expert knowledge and understanding of the Health Insurance Portability and Accountability Act (HIPAA).
3. Advanced knowledge of MS Office Suite (Outlook, Word, Excel and Access).
4. Administration and Management - Advanced knowledge of business and management principles involved in strategic planning, resource allocation, budgeting, human resources, leadership techniques, and/or coordination of people and resources.
5. Customer and Personal Service - Advanced knowledge of principles and processes for providing customer and personal services. This includes needs assessment, meeting quality standards for services, and evaluation of user satisfaction.
6. Personnel and Human Resources – General knowledge of principles and procedures for personnel recruitment, selection, and training.

Skills:
1. Service Orientation - Advanced skills in actively looking for ways to help people.
2. Complex Problem Solving - Expert skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
3. Judgment and Decision Making - Advanced skills in considering the relative costs and benefits of potential actions to choose the appropriate one.
4. Time Management - Expert skills in managing one's own time and the time of others.
5. Management of Personnel Resources - Advanced skills in motivating, developing, and directing people as they work, identifying the best people for the job.
6. Persuasion - Advanced skills in persuading others to change their minds or behavior.
7. Active Listening - Proficient skills in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
8. Speaking - Proficient skills in talking to others to convey information effectively.
Abilities:
1. Oral Comprehension & Expression - The ability to listen to, understand, and communicate information and ideas presented through spoken words and sentences so others will understand.
2. Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
3. Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
4. Detail Oriented - The ability to pay attention to details, understand underlying cause/effect relationships, and account for those details and relationships.

Physical Requirements and Working Environment:
1. Speech Recognition - Must be able to identify and understand the speech of another person.
2. Speech Clarity - Must be able to speak clearly so others can understand you.
3. Near Vision - Must be able to see details at close range (within a few feet of the observer).
4. Travel - Must be able to travel on a daily and/or overnight basis.
5. May be required to work nights or weekends.
6. May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
7. May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboards.

Required Certifications/Licensures:

Required Education:  Associate’s degree

Major (if required: 

Required Experience: 1. Associate’s degree and minimum seven (7) years' experience in customer support/front desk operations, preferably in a medical and/or dental office environment.

-OR-

Bachelor’s degree and minimum five (5) years’ experience in customer support/front desk operations, preferably in a medical and/or dental office environment.

2. Minimum three (3) years in a supervisory role.

3. Experience using Electronic Heath Records (EHR) systems.

Preferred Qualifications: 

1. Bachelor’s degree.

2. Experience with Electronic Heath Records (EHR) system, specifically in NextGen or Axium.

2. Experience with CP-4 Procedure Codes and CDT-10 Diagnosis Codes.

Is this a safety sensitive position?  No

Background Screening Required?  Yes

Pre-Employment Conditions: 

 

Sensitivity Disclaimer:  Nova Southeastern University is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities and will make reasonable accommodation when necessary.

NSU is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status or any other legally protected status.