Front Office Supervisor

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Job description

West Cecil Health Center is looking to add to their Medical Practice Team! WCHC is looking for a, driven, FRONT OFFICE SUPERVISOR. If you're looking to work for an organization that offers great benefits, growth opportunities and a positive atmosphere, this is the job for you!

FRONT OFFICE SUPERVISOR POSITION SUMMARY

Under the direction of Practice Manager, the Front Office Supervisor is responsible for oversight and direction of the Receptionist team and associated front office and call center operations. Supervision includes assessing the quality of work, coaching, and maximizing performance outcomes. The Supervisor is accountable for achieving results and must possess the confidence, aptitude, and motivation to lead a team and drive excellence.

WHY SHOULD YOU APPLY?

• Growth and Advancement Opportunities
• Company Sponsored Events
• Employee Engagement Committees
• WCHC offers a compressive benefit package including:
  1. Medical, Dental, and Vision insurance
  2. Health Reimbursement Arrangement
  3. Employer paid Life and AD&D and Disability insurance
  4. 401K with employer match
  5. Generous Paid Time Off and Volunteer time
  6. Paid Holidays
  7. Education reimbursement

FRONT OFFICE SUPERVISOR PRIMARY ACCOUNTABILITIES

Achieve Results

• Achieve productivity and volume targets through effective schedule management

• Achieve established goals for call center metrics

• Achieve established goals for time of service collections

• Support a culture of service to exceed customer service expectations

• Ensure regulatory compliance

• Support a culture of staff engagement and shared accountability

Primary Supervisor Responsibilities

• Maximize efficiencies related to scheduling, appointment management, and call center operations.

• Generate, analyze, and report on data relevant to front office operations, quality, fiscal responsibility, and service .

• Recruit, hire, develop, inspire, and retain a highly effective team of support staff professionals.

• Support staff development through training, coaching, and mentorship.

• Hold staff accountable for adherence to policies and procedures and professional standards.

• Ensure compliance with all regulatory requirements and Health Center policies and procedures.

• Ensure fiscal responsibility through appropriate point of service collections and demographic capture.

• Build effective relationships and serve as a liaison between patients, providers, staff, and leadership.

• Ensure that all staff are properly coached and directed, and that clearly defined measurements of performance and rewards are utilized to enhance individual and organizational effectiveness

• Ensures a high degree of confidentiality in all transactions and trains and holds staff accountable for the same level of privacy.

• Conducts performance evaluations that are timely and constructive.

• Handles discipline and termination of employees in collaboration with the Practice Manager as needed and in accordance with company policy.

• Provides routine and consistent communication to the team.

• Ensuring an adequately balanced support staff schedule for all areas of operation.

• Enters, maintains, and/or processes information in the payroll and other systems; information may include, time worked and leave, time off requests, and other information.

• Other duties as assigned

Primary Front Office Responsibilities

• Greets all persons and directs to appropriate location in a courteous, polite and helpful manner.

• Provides efficient and professional telephone and fax services, processing messages promptly and responding to portal messages promptly.

• Directing and answering incoming calls.

• Respects and maintains privacy and patient confidentiality at all times.

• Registers patients according to WCHC protocol.

• Determines the financial status of patients. Collects copies of required documents i.e. insurance cards, identification, etc

• Collects any fees or deductibles needed.

• Verifies insurance eligibility.

• Confirm and schedule appointments.

• Provides assistance with WCHC official correspondences.

• Maintains area in neat and orderly condition.

FRONT OFFICE KEY COMPETENCIES

• Utilizes evidence-based leadership.

• Organizes and prioritizes work appropriately.

• Excellent customer relations skills.

• Works autonomously and resourcefully.

• Ability to solve problems based on data and sound decision-making.

• Ability to effectively lead and coach staff and manage conflict and change.

• Demonstrates interpersonal savvy and influence skills with the organization's leaders, referring providers, vendors, and related external entities.

• Ability to build consensus and focus within the overall organization as well as within and among various business resources and strategic partners.

• Ability to train, develop and direct a high performing team.

• Ability to regularly and effectively communicate throughout all levels within the organization in written, verbal, and presentation formats.

• Good oral and written communication skills are highly desirable.

• Should have a strong commitment to the mission of West Cecil Health Center.

FRONT OFFICE SUPERVISORY RESPONSIBILITY

• This position supervises the receptionist and call center team.

POSITION TYPE AND EXPECTED HOURS OF WORK

• This is a full-time position. Days and hours of work will be scheduled in accordance with West Cecil Health Center's operating hours.

LOCATION/TRAVEL

• Located in West Cecil Health Center and/or its qualified subsidiaries.

• Travel is primarily local during the business day.

POSITION REQUIREMENTS

Education

• High school diploma or equivalent required.

• AA degree or higher preferred.

Required Experience

• At least 3 years experience as a receptionist in a healthcare setting.

• At least 3 years experience handling insurances in a healthcare setting.

Physical/Environmental

• Hearing - adequate to perform job duties in person and over the telephone

• Speaking - must be able to communicate clearly in person and over the telephone.

• Vision - Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.

• Ambulatory - adequate to perform job duties including but not limited to answering phones, typing, transporting and filing charts.

Additional Eligibility Qualifications

• Warm outgoing personality.

• Able to work well under pressure.

• Able to work accurately and efficiently.

• Must have computer knowledge, G-Suite tools, Microsoft Word, and Excel.

• Excellent telephone skills and etiquette.

At WCHC, we embrace diversity and we don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, or veteran status.

Compensation details: 21.49-27.62 Hourly Wage

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