Front Desk Supervisor

Job Description

Job Description

JOB SUMMARY

The Front Desk Supervisor is responsible for organizing and directing the daily activities pertaining to the front desk operations, ensuring that the Front Desk Leads and Representatives meet the goals and objectives for Capital Area Health Network’s patient flow and scheduling.

This individual is responsible for training and managing the Front Desk Leads and Representatives.

ESSENTIAL FUNCTIONS

• Demonstrates an awareness of and commitment to the goals and mission of Capital Area Health Network.
• Manages Front Desk Representatives, including hiring, orienting, staff scheduling, delegating, coaching, mentoring, disciplining, terminating, and performing timely performance evaluations.
• Ensures staff are able to perform duties in the most efficient and effective manner. Provides training, information, and problem-solving
• Maintains the highest knowledge and most up-to-date information on insurance plans. Ensures staff are trained in this area and informed of changes.
• Responsible for managing and ensuring Front Desk Representatives collect appropriate patient demographics, insurance co-payments, and sliding scale fee information.
• Manages leave requests and arranges appropriate coverage for absences.
• Maintains employee schedules for optimal patient flow.
• Reviews employee timecards for accuracy and approves in a timely manner.
• Register and check patients in for services. Collect co-pays. Refers patients needing assistance to in-house resources (patient advocate, referrals department, PEL) when needed.
• Ensures the No Show and Cancel process is implemented at all reception desks.
• Ensures that the Front Desk Representatives and Leads encounter patients.
• Disciplines and provides constructive criticism to Representatives as needed.
• Monitors attendance to ensure compliance with CAHN policies and providing corrective actions when necessary.
• Attends, resolves, and follows up on patient complaints and questions.
• Ensures that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
• Carries out performance measurement, monitoring, and evaluation of all Front Desk Representatives to improve efficiency.
• Updates databases and organizes activities related to maintenance and repair of equipment.
• Orders supplies and materials as needed.
• Provides training on front desk policies and procedures; coaching as needed.
• Practices and ensures compliance with the organization’s policies and procedures.

KNOWLEDGE, SKILL, AND ABILITIES

• Ability to inspire and support people.
• Ability to plan well and prioritize work.
• Remains calm and tactful during stressful situations, emergencies, and confrontations.
• Possess strong communication and interpersonal skills.
• Be a well-organized, team-player with great attention to detail.
• Demonstrate superior computer skills.
• Highly energetic with positive attitude.
• Must be willing to travel to all locations to meet the demands of business.
• Must be able to walk and stand for eight hours.

Qualifications

• Associate degree in business administration, human services, or related field; minimum of one year's experience in Healthcare, preferably in a healthcare setting
• Possess at least one year of supervisory experience in a medical office front desk setting.
• Or any equivalent.
28 days ago