Job Description
Job Description
The Front Desk Manager will perform all functions necessary to maintain the efficient workflow of all front desk receptionist duties.
Essential Duties & Responsibilities :
- Front Desk Specific :
- Demonstrate and maintain a working knowledge of customer service principles and departmental expectations regarding customer service and treat all patients and colleagues with dignity and respect.
- Demonstrate and maintain a working knowledge of effective interpersonal skills while using open communication between all departments to cultivate a team environment.
- Communicate professionally and effectively with patients, visitors, and vendors.
- Ability to handle a fast-paced environment professionally and with poise.
- Stand and greet all patients and visitors in a friendly, courteous, and professional manner.
- Maintain confidentiality and observe HIPAA compliance.
- Register Emergency Room, Direct Admission, and Outpatient Service patients in a timely and concierge manner in accordance with EMTALA compliance.
- Obtain all necessary patient demographics, financial information, patient consents, and additional forms.
- Identify insurance plans, verify benefits, and perform Admission Notifications and Authorizations for admissions and outpatient services.
- Explanation of benefits and upfront collections of ER Copayments, Deductibles, and self-pay totals.
- Processing payments and regular communication with the Central billing Office to resolve errors.
- Perform patient status changes as clinical staff directs.
- Maintaining patient charts, including creating files, scanning documents into the EMR, auditing charts for completeness, filing, shifting, and occasional shredding.
- Answer, screen, and direct incoming phone calls.
- Facilitate deposits and cash reconciliations during shift change.
- Maintain with accuracy all spreadsheets, and patient logs.
- Participate in performance improvement activities as necessary and other duties as assigned.
- Management Specific :
- Follow approved policies and procedures and adhere to concierge concepts to ensure patients have the best experience possible.
- Lead by example and show Front Desk staff the proper etiquette and treatment of other managers, clinical and non-clinical staff members of all departments, patients, visitors, and vendors in a respectful manner in person or over the phone.
- Adjust, correct, and redirect me and my department for the greater good of the hospital and staff.
- Under the direction of the CNO and the Director of Registration, interview, hire, train, and provide performance feedback and intervention for all Front Desk staff.
- Ensure Front Desk staff is trained and annual competencies are complete.
- Monitor and oversee the performance of the Front Desk staff, ensuring complete and accurate patient registrations in compliance with hospital and regulatory standards, including customer service, financial counseling, and collections.
- Maintain an open-door policy, valuing my employees’ opinions. Be approachable and receptive to employees' questions, comments, or concerns.
- Work collaboratively with other departments to resolve issues or errors.
- Observe Front Desk staff on different shifts and days to ensure all policies and procedures are followed.
- Run and reconcile Front Desk reports daily and monthly.
- Verify and reconcile all spreadsheets, folders, drives, and logs are complete daily and monthly.
- Complete daily, weekly, and monthly reports for Quality Assurance and Performance Improvement regulations.
- Continually provide staff direction and education based on my reporting and review findings.
- Schedule and direct monthly meetings with Front Desk staff to discuss, educate, and implement new policies and procedures.
- Promptly maintain, complete, and post the Front Office schedule for staff, including the holiday schedule.
- Responsible for Front Office duties when coverage cannot be found.
- Maintains employee department files and provides timely feedback to other departments and staff.
- Resolves Intradepartmental conflict and professionally handles patients’ complaints and concerns with the Registration Staff and Process.
- Performs other duties as assigned.
Qualifications :
- High school diploma or equivalent
- Exceptional customer service experience
- One year of customer-centric supervisory or leadership experience (preferred)
- Requires excellent computer and data entry skills, including 10-key by touch and the ability to accurately type 30 words per minute.
- Proficient conflict resolution skills
- Two years of working knowledge of insurance identification and terminology (Preferred)
- Must have knowledge and understanding of CMS and Medicaid programs and eligibility factors
- Two years of working knowledge of insurance verification and benefit descriptions (Preferred)
- Working knowledge of Admission Notifications and Insurance Authorizations
- Working knowledge of Medical Terminology
- Working knowledge of employee scheduling
Schedule :
Monday through Friday, Occasional Weekends and Nights Required
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4 days ago