Bullhook Community Health Center (BCHC) is an equal opportunity employer. BCHC shall, upon request, provide reasonable accommodations to otherwise qualified individuals with disabilities.
Job Title: Front End Supervisor Department: Front End
Superviser: Chief Financial Officer Supervises: Front End Staff
Salary Range: $36,608 - $52,194 DOE
Job Overview: Supervise front end staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Oversee overall front end operations and manage front schedules to ensure appropriate coverage. Conduct audits for reporting to CFO weekly/monthly to ensure front staff are meeting goals and objectives. Perform all functions of front procedure and protocol to be able to cover any shift during absences. Orient and train new employees on front end and clinical responsibilities as well as train current employees as updates or changes occur that affect front end operations.
Essential Functions (Major Duties or Responsibilities): Conduct regular front end audits, communicate and submit weekly written reports for issues identified, number of errors reporting by Billing staff, weekly audits of payment plans and sliding fee scale. Assist supervisor with training needs identification and annual training plans for all front end employees (including front end reliefs, i.e. medical and dental assistants who help cover front). Ensure insurance/benefit eligibility checks are done by the Insurance/ Benefits Eligibility Specialist and front end staff for same day appointments (to include co-pay information as well as deductible). Ensure weekly/monthly audits are performed on sliding fee scale, demographic information, payment plans or other identified areas of priority. Train new front end employees on Patient Portal. Track and maintain front staff competency checklists (completed on hire and thereafter annually). Maintain front end manuals, ensuring all information is current and employees remain compliant. Maintain and enforce written protocols for medical records, night close, cash drawer, and on-call services for after-hours coverage. Act as liaison for front end and other departments. Supervise front end operations (i.e. receive calls for sick front end employees, ensure sufficient staffing on a daily basis, and manage front schedules. Work with front and management on setting and reaching personal and organizational goals, enforce BCHC policies and procedures, and standards of conduct).
Other duties as assigned.
Team Approach: Managing patient care is a team effort that involves clinical and nonclinical staff (i.e., physicians, nurse practitioners, physician assistant, nurses, medical assistants, schedulers, billers and front end staff) interacting with patients and working as a team to achieve stated objectives. Emphasis is on ongoing interactions of team members to discuss roles, responsibilities, communication and patient hand-off, working together to provide and enhance the care provided to patients. All staff are members of the team. Involvement of the patient/family/caregiver with care team members is critically important to patient-centeredness.
Minimum Qualifications (Education and Experience): High School Diploma or equivalent. 1-2 years in a front office setting, preferably with supervisory experience. Previous experience with electronic health record system and in a primary health care setting preferred.
Knowledge, Skills and Abilities (KSA’s): Demonstrated ability to work as a team player with strong emphasis on delivering patient satisfaction. High level of skill in interpersonal relations and problem solving. Good organization and time management skills. Computer skills, familiarity with Microsoft Office Programs and electronic medical record systems.
Supervises: Front End Staff
Physical and Environmental Demands: Work is performed in an office and clinic setting; stands, walks with intermittent sitting; reaches for and uses writing instruments and keyboard; reads reports and other written materials; extensive use of telephone and oral communication with the public and coworkers; stoops; bends; kneels; reaches for; picks up; and pushes or pulls; ability to lift up to 30 pounds.
Special Requirements: Performs duties in the deliverance of health services. Hazardous risks may include exposure to infected body fluids, sharp instruments and chemicals, requires adherence to universal safety precautions.
The specific statements shown in each section of this description are not intended to be all inclusive. They represent typical elements and criteria considered necessary to perform the job successfully.