Supervisor, Front Desk

Roswell Park Care Network has an opening available for a Supervisor, Front Desk in Jamestown, NY! This is a wonderful opportunity to join a supportive, patient-centered environment where your leadership will make a meaningful impact!

As a trusted leader in oncology and specialty care within community physician practices, Roswell Park Care Network is dedicated to providing outstanding patient care and advancing innovative treatment solutions.

We offer an excellent benefit package:

• Medical Insurance via Highmark Blue Cross Blue Shield
• HRA - employer funded
• Dental Insurance and Vision Insurance
• 401(k) with company match
• Company paid life insurance, options for LTD, Critical Illness, Accident
• Generous Vacation and Sick time
• 11 Holidays
• Schedule is Monday through Friday

As the Supervisor, Front Desk, you will serve as the first point of contact for patients and staff seeking assistance or guidance related to front desk operations. In this role, you will also be responsible for overseeing scheduling and managing all front desk functions and staff.

Responsibilities:

• Oversees the day-to-day operations of the Front Desk e.g., preparation of front desk employee schedules, performance management input, first line conflict resolution with appropriate escalation to Practice Administrator
• Schedule chemo follow-ups and visit follow-ups.
• Create new patients, give new patient referrals to clinical staff to confirm how soon patient needs to be seen; schedule patient, notify referring, scan records into chart, mail new patient packets.
• Coordinate patient scheduling tasks and delegate to staff as appropriate ensuring provider patient numbers are achieved
• Oversee tasks related to no-show reports/send out No-show letters
• Ensuring patient no-shows are filled in physician schedule
• Maintain Front Desk and coverage schedules
• Coordinate processes related to incoming referrals for physicians
• Work in fax tank putting document into patient charts
• Check-in and check-out when needed and process co-payments
• Facilitate monthly Front Desk Team meetings
• Chart preparation for new patients, and existing patients, as required
• Second line balancing for Front Desk co-payments, patient responsibility payments and cash-out reports-Upload reports into Medent
• Telephone support as required – nurse line, triage and authorizations
• Schedule interpreter services for patients
• Work closely with the Office Administration and Nurse Coordinator to address changes, process implementation, leadership decisions, staff and patient concerns
• Perform other tasks/responsibilities as may be requested/necessary to support patient and business needs of the practice
• Second level patient issue support when Front Desk or phone room not able to assist
• Schedule procedures, such as: port studies, transfusions, CT guided biopsies, etc.
• Obtain Medicaid authorization for transportation for patients that need to be seen sooner than the allotted three-day window that transportation requires.
• Assist VA patients with receiving prior authorization to continue their care with us.
• Check the patient portal daily in Onco and take care of the request or forward to the proper department.
• Maintain office supplies, internal phone list, housekeeping requests, basic IT technical support and other tasks associated with day-to-day office operations
• Provide assistance to the Office Administrator, as requested
• Backup support to: Physicians, Hospital Intake and billing, Financial Assistance Programs, Medical Records, Phone Triage
• Delegate and triage work that comes into the front desk that is not previously assigned
• Additional responsibilities as assigned or required.

Knowledge/Skills/Abilities:

• Excellent customer services skills
• Excellent ability to communicate with diplomacy and tact
• Ability to maintain confidentiality of all medical, financial, and legal information
• Strong teamwork with high degree of integrity and ethics
• Attention to Detail – thorough in completing work tasks
• Proven ability to adapt to changing business needs with flexibility to work longer hours as may be required
• Consistently demonstrates the ability to reliably fulfill obligations
• Consistently demonstrates an ability to be accountable, offer opinions, direction and guidance to staff
• Demonstrated ability to logically evaluate information to develop options and implement solutions
• Demonstrated ability to exercise appropriate judgment and decision making by assessing cost/benefits of potential actions to choose the most appropriate one

Qualifications:

• High School Diploma or equivalent required
• Minimum of 2 years of administrative experience in the medical setting; prior lead or senior-level experience is strongly preferred.
• Customer service experience required, preferably in a medical office environment.
• Working knowledge of EMR software (Onco/Allscripts/Soarian)
• Proficiency in Microsoft Office software