** Front Desk Manager**

**Job Category****:** Operations **Requisition Number****:** FRONT001324 Showing 1 location **Job Details**

**Description**

Neighborhood Health Center (NHC) is GROWING and actively seeking a **Front Desk Manager.** The Front Desk Manager will have responsibilities that include, ensuring day-to-day operations for the Front Desk run smoothly, overseeing all front desk staff including providing training, guidance, and discipline as necessary and collaborating with other departments to create and improve organization processes and workflows. For more than 30 years, NHC has delivered quality healthcare to the communities we serve.

*Neighborhood Health Center is a Federally Qualified Health Center (FQHC). FQHCs are required to comply with the governor's recent mandate requiring hospital and nursing home workers to get the COVID-19 vaccine. You will be required to provide proof of COVID-19 vaccination if an offer of employment is made. The vaccine mandate applies to all personnel employed or affiliated with a covered entity, including volunteers and students. Only a limited medical exemption remains for qualifying individuals. The State Department of Health updated guidance to require all healthcare staff to obtain a booster shot within 30 days of eligibility. This applies to NHC employees.*

**Responsibilities:**

* Responsible for the day-to-day functions of Front Desk for all designated NHC sites

* Ensures smooth daily opening and closing related to the Front Desks responsibilities

* Ensures the waiting area is maintained and welcoming to patients

* Provides guidance for site Welcome Ambassador (if applicable)

* Holds staff accountable for compassionate and professional interactions with patients, including providing support and feedback where needed to ensure the day runs well

* Supports staff trainings on patient engagement and help to develop staff to ensure optimal patient experiences

* Facilitate staff development by assessing performance, identifying additional training opportunities, and managing tier increases

* Provides comprehensive and constructive feedback to staff regarding performance, including but not limited to performance evaluations and disciplinary actions

* Schedules and conducts regular one-on-one meetings with staff to address needs and concerns

* Oversee Front Desk orientation, insurance training classes, and break out meetings

* Participates in site huddles

* Collaborates with other departments to create and improve organizational processes and workflows, including regular assessment and development of the Front Desk role to ensure the needs of the organization are met

* Builds and supports relationships between the Front Desk, Medical Records, and Clinical areas

* Monitors and works with Practice Managers to positively impact key indicators for the sites including patient flow, cycle time, appointment access and availability, no-show rates and patient satisfaction rates, etc

* Ensures staff uses language supports to meet the diverse needs of patients and registration

* Supervises Senior Lead and Patient Service Representatives

* Oversees the Senior Lead in the management of time and attendance of direct reports and completion of work schedule in a timely manner

* Develops and maintains Front Desk leadership by creating specific accountabilities for staff

* Develops, implements, and routinely updates policies and procedures for the Front Desk

* Participates in the recruitment of staff and ensures proper training in relation to departmental policies and procedures

* Ensures completion of all Front Desk quality assurance reports

* Ensures the message boxes are cleared of provider and patient requests timely and sent to the appropriate clinical staff according to organizational procedure

* Ensures timely completion of all required Front Desk reports (i.e. confirmations, no shows and recalls.)

* Be a super user with relevant of Allscripts Practice Management, Allscripts EHR and Phreesia, in addition to any other necessary software platforms used within the organization

* Reviews scheduled appointments for accuracy and holds staff accountable in following the scheduling guidelines and restrictions

* Ensures and confirms the Cash Handling Policy is upheld

* Develops departmental SMART goals. Monitors Front Desk performance against goals to ensure that progress is being made

* Conducts meetings with department when needed to ensure that priorities, expectations, and coordination are clear

* Attends and participates in Manager Meetings, All Staff Meetings, and departmental meetings. Maintains and distributes agendas and minutes as designated, in a timely manner

* Participates in the Manager on Duty and evening rotation to support operations coverage

* Other duties as assigned

**Experience:**

* Must have a high school diploma or GED equivalent

* Must have supervisory experience

* Must be able to read, write and speak the English language. A second language of Spanish preferred

There are many fantastic benefits to a career at NHC. We offer employees a kind, diverse, team-based work environment with competitive compensation and potential bonus, as well as comprehensive benefits, including medical, dental, life insurance, 403b match, health savings accounts, generous paid time off and loan forgiveness, if applicable.

*Neighborhood Health Center is an equal opportunity employer that is committed to the practice of equity and inclusion.*

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**