What are the responsibilities and job description for the Front Office Lead position at Community Health Services?
Position Title: Front Office Lead
Department: Operations
Reports to: Patient Support Manager
Purpose of Position:
The Front Office Lead is responsible for the direct supervision of front office, and oversees financial duties are performed in a timely and efficient manner. Works with the Patient Support Manager to assure clinic and leadership operations are planned, discussed and adequately followed. Acts as a member of the Care Team, works collaboratively with clinical and non-clinical staff and is responsible for assisting in the promotion of the health and well-being of a panel of patients. Front Office Lead will office out of a Carevide location as assigned but will be expected to manage and travel at least twice a month to assigned Carevide territory.
Essential Functions:
- Front Office Lead is expected to participate in the Leadership Initiative training and to interact in an honest, respectful and professional manner.
- Responsible for the direct supervision of front office. Front Office Lead is expected to maintain a working relationship with supervised staff and to discuss employee behaviors and performance with the employee in a professional, supportive manner. Front Office Lead is expected to present as a leader and will be expected to mentor and coach staff from a leadership/management role.
- Front Office Lead is expected to interact with patients to assure satisfaction has been provided during their visit. Front Office Lead should provide feedback to staff during Team meetings and implement any necessary changes discussed to improve patient satisfaction.
- Front Office Lead is expected to attend interoffice or off-site training as necessary and provides/trains staff with the information received.
- Front Office Lead is expected to work with the Patient Support Manager to develop agenda items or training information for scheduled Team meetings. Team meetings should be presented in a professional manner and should be kept within time limitations. Discussions are to be kept according to a written agenda and notes should be taken regarding meeting topics, staff feedback, resolutions and any assignments delegated to staff.
- Front Office Lead is expected to work with the Patient Support Manager when interviewing and hiring for vacant positions. Front Office Lead is responsible for recommending and making decisions regarding employment hiring based on the best suited applicants’ knowledge, skills and abilities.
- Front Office Lead is expected to work with the Patient Support Manager to coordinate individual training for staff or team training if necessary.
- The Front Office Lead is expected to display a positive attitude and present any issues to Patient Support Manager who will communicate to the Administrative Leadership Team for further resolutions.
- Front Office Lead is expected to have plans developed allowing for continued work performance at times when staff is absent.
- Front Office Lead is expected to monitor staff to assure financial duties are completed in a timely and efficient manner:
- Ensure staff are using two patient identifier procedure to verify identity
- Verification of insurance benefits are completed prior to the appointment
- Outstanding patient balances and eligibility responsibilities are reviewed prior to the appointment
- Patient appointments are confirmed prior to the appointment date and the patient is informed of any eligibility or financial responsibilities due at the time of the visit
- Patient demographics are updated in NextGen as provided by the patient
- Eligibility staff are informative to patients when explaining potential program eligibility and provide patients with their specific responsibility to assure complete understanding
- Open encounters should be researched on a daily basis and batches should not be posted until all encounters are keyed
- Responsible for proofing and posting batches within one day of the batch date
- Assures cash drawer is in balance and that “bank” amount is correct
- Assures deposits are taken to the bank on a daily basis and balance with posted batch
- Daily wrap up reports are to be completed within one day of the batch date
- Error reports should be completed within one day of the received date. Staff should be informed of their errors and instructed/trained by the Front Office Lead when errors are consistent
- Front Office Lead is expected to know the status of open encounters and batches prior to month-end procedures
- Front Office Lead is expected to perform random cash drawer and chart audits within the clinic setting to assure registration, eligibility and billing procedures are complete and correct. Front Office Lead should meet with staff regarding findings and should document the meeting discussions, training provided and request staff signatures.
- Front Office Lead is expected to review areas where improvement could be made. Front Office Lead should discuss results with front office staff to develop and implement ideas for improvement.
- A monthly site visit will be performed in the clinic setting by the Patient Support Manager. The Patient Support Manager will meet with the Front Office Lead to discuss the front office, eligibility and billing status regarding staff performance, possible consistency with errors, audit results and any training that may be necessary for staff. The Front Office Lead is expected to work professionally with Patient Support Manager and should provide honest feedback regarding problems, ideas or concerns.
This job description shall include, but is not necessarily limited to, the above duties. Candidate may temporarily perform other duties as assigned to maintain operations and services.
Knowledge, Skills and Abilities
Required
- Leadership and managerial skills
- Computer skills with Microsoft Windows and Office Professional (Word, Excel, and PowerPoint), including knowledge of computer technology in a health care setting
- Strong interpersonal skills.
- Excellent writing and presentation skills.
- Able to organize work, develop procedures and follow instructions.
- Able to maintain confidential documents and information.
Preferred
- Broad-based knowledge of the scope of operations of a community health center.
- Knowledge of non-profit accounting methods and regulations.
- Demonstrated ability to develop studies and conduct reviews using measures or indicators.
- Bilingual in English and Spanish is preferred but not required.
Credentials and Experience
Required
- High School Diploma or GED
- A minimum of three (3) years healthcare experience and one (1) year in a supervisory capacity.
- Experience maintaining confidentiality.
Preferred
- Nonprofit experience
- Health Center Experience
