Front Office Supervisor

Overview

Front Office Supervisor at Virginia Garcia Memorial Health Center. This role supervises the reception staff and assists with front desk operations, including customer service excellence, registration, revenue cycle, and workflow development. The position is part of the site leadership team and serves as a bridge for front to back office patient flow and communication.

• Maintain day-to-day operations of the Front Office.
• Maintain daily schedule to ensure staffing needs are met.
• Supervise the reception staff to ensure that registration and customer service are provided in a timely manner and are sensitive to the patient s physical, psychological and cultural needs.
• Coordinate the hiring process for new staff and exercise final hiring authority.
• Orient new staff members to their roles, including the development of training plans, and provide training as needed.
• Monitor that interpretation services are patient-centered and scheduled accurately for patient and provider for both in-person and Video Remote Interpreting (VRI) services.
• Lead the reception staff toward compliance with all VGMHC s policies and procedures.
• Supervise and develop staff by role modeling professional customer service skills.
• Maintain an orderly and professional working atmosphere.
• Facilitate and coordinate the staff s training needs in relation to the clinic s practice management system and customer service program.
• Fill in and assist with check-in and registration as needed.
• Conduct standing bi-weekly departmental staff meetings; attend all required meetings.
• Conduct regular coaching and performance appraisal of the Reception/Extra Functions staff.
• Participate in quality improvement activities, which support patient management outcomes.
• Participate in the work of the Management Team through joint accountability for customer satisfaction, complaint resolution, and clinic performance in meeting system and organizational goals while adhering to all compliance programs.
• Ensure tasks are being completed in a timely manner.
• Assign and review standard work with staff and monitor for understanding.
• Maintain an awareness of patient behaviors brought to the Fairness Committee on behalf of staff.
• Perform diligent follow-up and communication to staff and patient on status of complaints as stated in the Fairness Procedure.
• Order and maintain clinic office supplies.
• Assure standards are being achieved and monitor patient surveys quarterly for opportunities for improvement as it relates to the patient.
• Post data that reflects Front Office daily work:
  No shows, Patient Satisfaction Results, ASQ data, SBIRT data, New Patient data, Slot Utilization and 3rd Next.
• Organize and manage front desk level tiered huddles and escalate issues appropriately to the site leadership team level.
• Collaborate with Finance and Billing to ensure registration and revenue cycle improvement gaps are appropriately tracking to closure.
• Present/escalate billing issues via the Billing/Front Office huddles, and collaborate in resolution development.
• Maintain primary communication responsibilities with call center and centralized scheduling to ensure that schedules and access remain productive from a site-wide viewpoint.
• Provide oversight of established patient check in processes, including consents, Annual Verification form, insurance & FPL.
• Review and audit for scanning of FPL documentation, compliance to standard FPL workflows, and REALD compliance.
• Coordinate training with OD Learning and Development EPIC trainers (refresher & new staff).
• Participate in regular progress check-ins with PCCM in 1:1s regarding established patient check-in process performance.
• Participate in regular collaborative communication with Membership and Billing managers regarding error trends, issue resolution, or creation/modifications of related workflows.
• Scrub the schedule across providers daily to troubleshoot errors or issues with site leadership team and with staff during rounding on a daily and weekly basis.
• Reconcile the daily bank deposit.
• Coordinate the food bank.
• Monitor reports and correct errors within EHR work queues, passport to languages, missing encounter and billing error report.
• Maintain appropriate communication and good interpersonal relations with management, staff, and patients to ensure coordinated efforts and provision of high quality service.
• Ensure that Advanced Access policies and procedures are followed.
• Assign and monitor completion of The Orchard training on a consistent basis.
• Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
• Perform other duties as assigned.

The Front Office Supervisor has access to PHI in order to create and maintain an accurate and up to date medical record. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include: all sections of the medical record, patient demographic…