Job Overview: Front Office manager, under the general supervision of the CEO will oversee the day to day operations of the Front office. Manages and coordinates staff to ensure effective and efficient operation of the department. Develops and promotes teamwork within the department. Provides leadership in the department by displaying professionalism and leading by example.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provides direct supervision of all front office staff ensuring efficient patient flow and established policies and procedures are followed.
- Responsible for taking callouts/late arrivals of all staff, reporting to HR and assigning appropriate coverage of offices.
- Responsible for recruiting and development of the department; including training and mentorship.
- Responsible for employee performance and quarterly check-ins. Provides disciplinary and improvement performance standards per CVAM Policy and Procedures.
- Coordinates with Front Office Leads to ensure staff scheduling, including payroll and time off requests.
- Works with Front office Leads to ensure the department is staffed appropriately to optimize flow and ensure task completion and goal settings are prioritized and met in a timely manner and within CVAM Policy and Procedures protocols.
- Responsible for reviewing monthly quality reporting of work production to include new patient scheduling, CHF reports, scheduling production reports, after hours call log, processing of consults, daily deposits, co-pay reports, order reports, in-house testing, portal, and meaningful use compliance to be monitored in a timely manner. Report any unusual findings to the CEO.
- Responsible for holding front office staff to the collection standards of 85% of all daily co-pays, balances, self pays and bad debt.
- Manage Merchant Card Services for all Front Office Staff and coordinate with CEO if additional requirements are needed from Banking system.
- Responsible for monthly reporting to CEO for quality improvement, optimization, and assurance of meaningful use measures required. Provide Physicians statistics and data on past and future appointments.
- Ensure that the Front Office Leads are reviewing the Front Office desktops periodically throughout the day to ensure all items are being taken care of in a timely manner. Follow up with any staff not meeting quality standards.
- Must have basic knowledge of provider preferences regarding individual clinic schedules. Utilizing CEO and other resources when unsure of proper scheduling protocol.
- Must have knowledge of laying all clinic templates and oversee that Front Office Leads is managing appropriately.
- Huddle assignments including delegation of rescheduling and updating rescheduling reports. Must communicate with CEO and Procedure schedulers for provider and clinic availability.
- Ensure that the Front Office Leads are reporting back on the management of provider waitlist, review daily and prioritize high acuity appointments. Discuss any issues or severity in provider waitlist with CEO.
- Ensure that the recall letters are completed and mailed weekly.
- Coordinates with Front Office Leads to review administrative desktops, alerts and flags, and patient portal periodically throughout the day, to ensure all items are being taken care of in a timely manner.
- Interacts with intradisciplinary team, CEO for schedule optimization. Ensures patient care plans are assigned and scheduled appropriately.
- Improves work performance by engaging with departmental leads in order to achieve effective communication within departments and provide the best patient care.
- Assesses departmental utilization and executes both near-term schedule and long-term strategy.
- Monitors patient discharge requests and reports non-compliance in coordination with compliance of discharging patients from practice. Responsible for sending the discharge letters and adding chart alerts to discharged patients in EMR.
- Responsible for reporting patient deaths to providers and sending out sympathy card when necessary.
- Operates office equipment such as voicemail messaging system, computer systems, faxes, credit cards and copier.
- Support and trouble shoot medical technology in the facility including medical equipment, Electronic record keeping, phone services, and janitorial services. Will be required to report system outage in real time and ensure a plan of action is executed and communicated to staff to ensure clinic work flow is not impacted and patients are able to be serviced.
- Clinical safety measures must be observed throughout the day to ensure OSHA safety measures are being followed to promote safe working establishment and provide safe patient care. Initial assessments and reporting of events that have the potential to impact areas, patient safety and outcomes must be reported in real time and elevating critical and impactful events to senior management for processing decision.
- Maintains CVAM offices in working order. Ensure offices are stocked appropriately and administrative supply orders placed as needed. Will be required to collaborate with staff at satellite offices to ensure clinical and clerical items available for work.
- Obtains packing slips on all items received and verifies that all items were received and signed off on. After delivery confirmation and assurance of verification of items packing slips will be forwarded to accounts payable personnel.
- Always performs concise and thorough documentation in patients’ charts. Documentation must be in real time.
- Encourages employees to discuss any concerns and is available for conflict resolution. Chain of command is adhered and proper reporting measures to senior staff about resolution or escalation of assistance.
- Actively participate in patient concerns, complaints, and follow protocols for filing Patient complaint form, Incident forms, and reporting to senior management for review and processing. All concerns to be addressed in real time and processed within 24-72 hours.
- Patient non-compliance must be documented and communicated with provider. Patient discharge policies to be followed per protocol and reported to senior management for processing.
- Maintains strictest confidentiality.
- This position is considered to be safety sensitive therefore all OSHA & HIPAA laws to be abided.
- Addresses all documents on his/her desktop in Centricity by the end of each business day and verifies that all schedulers, including outside scheduling, have addressed all of their desktop items as well.
- Responsible for merging duplicate charts and reviewing all erroneous documents for deletion and file appropriate errors in EMR. Report any ongoing delinquencies to CEO And Director of Clinical Services.
- Performs or assists subordinates in performing duties.
- Must have excellent communication skills with both internal and external customers.
- Must have the ability to effectively deal with stressful situations in a calm and productive manner, while maintaining the highest degree of customer satisfaction.
- Maintains strictest confidentiality.
Job Type: Full-time
Pay: From $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Bereavement leave
- Dental insurance
- Dependent health insurance coverage
- Health insurance
- Health savings account
- Life insurance
- Opportunities for advancement
- Paid sick time
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: In person