Front Desk & Operations Manager - Healthcare

The Bedford-Stuyvesant Family Health Center (BSFHC) is a Federally Qualified Health Center (FQHC) that serves all of the primary health care needs of families in the heart of North and Central Brooklyn for over 40 years. Our mission is to provide the most professional, courteous and highest quality health care, with dignity, to those we serve, especially the underserved population, without regard for ability to pay.

We are seeking a Front Desk & Operations Manager to manage the day-to-day functions of the operations units such as front desk, call center, patient management, and project management.

• Oversee the overall supervision and management of front desk functions.
• Familiarize with front desk functions to provide coverage as needed.
• Manage staff performance. Hire, train and manage staff.
• Create employee schedule (annual leave, scheduled days off, Saturday schedules) and distribute to staff.
• Monitor time and attendance daily, ensuring all employees have punched in and out for their required shifts.
• Ensure staff work within their allocated working hours and do not work over their contracted hours. Ensure approval is received from Senior Staff if extra hours are required.
• Manage patient flow by monitoring wait time, cleanliness, and staff performance.
• Keep an open line of communication with Senior Management (report any office-related issues, employee behavior, etc.) Daily email to Senior Staff informing of any staff absences. Maintain a positive environment where Providers and staff all work together professionally.
• Liaise closely with Human Resources to maintain office policies as necessary and evaluate and manage staff performance.
• Ensure staff are kept neat and clean, with staff in proper attire (including name badge) and comply with all front desk responsibilities and mandatory required training. Ensure all office staff are working at their optimum and providing adequate guidance.
• Handle all patients’ complaints over the phone and in person, resolve with necessary staff or direct to appropriate department heads.
• Attend monthly QI/Risk Management meetings to work and improve quality and assess in regard to front desk.
• Schedule patient appointments. Reach out to patients with appointment inquiries via website, overnight message center and monitor patient portal activity. Verify accuracy of patient insurance and demographic information.
• Close working relationship with management and patient navigators to ensure web registration and improve kiosk usage.
• Oversee front office collection of co-payments and balance daily deposits.
• Perform other related duties as assigned by supervisor or management.

• Project Management:
  Planning and execution. Develop detailed project plans, define project scopes, set deadlines to ensure timely delivery of projects.
• Tactically plan, execute, monitor, and close all projects, particularly those involving healthcare. Manage and coordinate the full project life cycle with stakeholders including gathering requirements, creating project plans and schedules, obtaining and managing resources, and facilitating project execution, deployment, and closure.
• Performance monitoring, tracking & documentation:
  Establish timelines and milestones to ensure deadlines are met. Monitor all projects’ schedules and document outcomes and requirements to assure regulatory and internal compliance, prepare status reports, and present findings to senior management.
• Communication:
  Work collaboratively with management and teams to achieve company targets and goals on projects. Provide regular updates to project sponsors, stakeholders, and team members. Maintain clear documentation and status reports.
• Team coordination and management:
  Collaborate with various departments and stakeholders to ensure smooth project execution and address any issues that arise.
• Process improvement:
  Identify opportunities for process enhancements and implement best practices to improve project efficiency.
• Quality & compliance:
  Ensure project outcomes comply with BSFHC’s policies, healthcare regulations, IT security policies, and internal quality standards. Ensure…