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Front Desk Supervisor

First State Orthopaedics

Job Description

Job Title: Department Supervisor- Front Desk

Reports To: Administrator

Position Objective: Plan and coordinate the daily activities of the front office staff ensuring proper coverage. Maintain HIPAA, OSHA and Corporate compliance standards. Identify problems and recommend resolutions. Supervise, develop, implement and organize strategies, policies and practices of the department.

Position Requirements: High School Diploma or Degree in related field. Prior supervisory/management experience, 3 years+ in the healthcare industry. Leadership qualities with ability to work independently. EMR/EPM experience required (Next Gen a plus).

Knowledge, Skills and Abilities:

Excellent computer skills and proficient with EMR/EPM systems software

Excellent communication skills both verbal and written

Demonstrated leadership and vision in managing staff groups and major projects or initiatives.

Excellent interpersonal skills and a collaborative management style.

Excellent people manager, open to direction and Collaborative work style and commitment to get the job done

Ability to challenge and debate issues of importance to the organization.

Excellent customer service skills.

Ability to resolve complex patient issues and respond to questions regarding policies and procedures.

Ability to problem solve and handle stressful situations.

Delegate responsibilities effectively

Working knowledge of medical terminology CPT and ICD-9 coding

Ability to interface with support departments and articulate issues and concerns

Detailed Responsibilities:

Maintain a working knowledge of the system applications associated with areas of responsibility.

Oversee front desk staff and the daily operations of the front desk department.

Assist in hiring, training and reviewing performance of staff.

Liaison to physicians and practice administrator relating to areas of responsibility.

Handle and maintain all personnel issues relating to front desk.

Discuss and document any staff disciplinary actions with H.R. Department

Review and approve payroll information associated with responsible departments.

Coordinate, compile and distribute front desk schedules for all office locations.

Ensure adherence and maintain policies, procedures and training manual for the department.

Develop and implement new and revised procedures to enhance responsible department productivity.

Ensure answering service has current call coverage information and doctor protocols.

Serve as a role model for customer service and mentor to staff.

Handle a variety of matters including insurance, collection of co-pays, operational and customer service issues.

Maintain strict confidentiality.

Maintain front office quality assurance.

Maintain and follow HIPAA, OSHA and Corporate Compliance regulations. Ensure staff completes yearly training.

Physical/Mental Demands: High levels of mental concentration are required. Must handle multiple tasks simultaneously and subject to interruptions. Physical effort requires sitting, standing and walking and repetitive movements consisting of reaching with hands and arms. Manual and finger dexterity, visual acuity, and the ability to speak and hear are required.

Working Conditions: Room temperature varies, well lighted work area, and work closely with co-workers. Sometimes hectic, noisy or stressful with interruptions. Involves frequent telephone contact with patients.

First State Orthopaedics reserves the right to revise this job description at any time.

EXPECTATIONS OF ALL EMPLOYEES

· Provide exceptional service to all of our patients.

· Exhibit professionalism and ethical behavior at all times.

· Maintain strict confidentiality of patient information and business within the organization’s policies.

· Maintain OSHA and HIPPA regulations.

· Treat everyone with respect, courtesy and friendliness.

· Adhere to all policies and procedures for our organization.

· Communicate recommendations on improvements of policies and procedures to management.

· Participate in committees, discussions and other team functions.

· Provide additional duties as may be assigned.

NOTE: This job description is not intended to be all-inclusive. The above statements are not to be construed as an exhaustive list of all responsibilities, skills or duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments). This document does no create an employment contract and employment is “at-will”.