Job Description:

Providence Community Health

Medical Front Desk Supervisor
Employee - Full Time
Leadership-Superviso
Providence, RI, US

Responsible for all supervisory and operational functions of Front Desk for PCHC at a Health Center; functions as the liaison for patients and families by problem solving and dispute resolution; and responsible for performing other management and reporting functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Overall supervisory responsibility for Sr. PSR & PSRs, including conducting performance reviews. Functional supervisory responsibility for HCAs and other staff when assigned to Front Desk.
2. Responsible for the daily oversight and management of Front Desk operations. Works collaboratively with Sr. PSR.
   1. Assign daily staffing schedule
   2. Ensure orderly and timely patient flow at Front Desk
   3. Maintain accurate and timely patient registration
   4. Maintain phone service standards and quality
   5. Managing flow of new patient entry into the practice
   6. Monitor and maintain daily cash collection and reconciliation processes
   7. Monitor daily patient demand and timely completion of Front Desk tasks
   8. Modify provider templates
3. Responsible for quality assurance, coaching and training of front desk staff. Assesses staff performance and competency via observation, standard tools, and audits. Provides coaching and training for improvement. Format for training would include written updates, presentations, one-to-one, and online modalities. Ensures Front Desk staff use up-to-date decision guides & resources.
4. Maintains a high level of knowledge of PCHC Front Desk operations, workflows, and technology. Serves as technical expert for staff, makes decisions related to Front Desk operations, identifies opportunities for improvement, and leads enhancement efforts.
5. Seeks to ensure that patients have positive experience related to Front Desk and health center. Exemplifies superior customer service and leads others by example. Resolves patient complaints. Ensures that Front Desk conveys a positive first impression for patients.

QUALIFICATIONS

1. An Associates Degree in Management, Business, Health Care Administration or related field, preferred, or commensurate experience.
2. Bilingual in Spanish (ability to read, write and communicate).
3. Minimum of two years experience in operations management in a non-profit agency, or working for a Health Plan, Health Care facility or working in a medical business office setting, required.
4. Ability to develop effective interpersonal relationships with the health care team, providers as well as management team staff.
5. Proven writing skills to develop protocols, policies and procedures, required.
6. Strong/demonstrated communication skills, written and verbal, required.
7. Ability to function as a “champion for change.”
8. Ability to motivate staff/teams and simultaneously manage several projects.
9. Demonstrated presentation skills and strong interpersonal skills.
10. Understands revenue cycle operations.
11. Excellent written and verbal communication skills.
12. Computer proficiency in Microsoft Office Suite, PowerPoint and Access database helpful.
13. Knowledge of HIPPA regulations.
14. Access to reliable transportation.

PCHC is EOE/M/F/D/V/SO

PI255238538

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