Front Office Director (Admin-Palatka)

This is a full time position, Monday-Thursday 8:30 am-6:30 pm.

POSITION SUMMARY

The Front Office Director is a multi-functional, fast paced, customer-oriented supervisory position. This position is responsible for all routine supervisory tasks regarding the Front Office staff and directly supervises the Front Office Supervisor at each AH center, the Assistant Front Office Director, and the EHR Clerical Trainer. Ensures customer care staff compliance with AH’s established policies and procedures. The Front Office Director is accountable and responsible for the safeguarding and custody of medical records in accordance with all Florida Statutes (F.S.) and the Florida Administrative Code (F.A.C.) Rules and Regulations. This position additionally requires the supervision of all Medical Records (front desk staff) to ensure the efficient and effective operation of the front desk. The incumbent will participate in the planning, coordinating, and evaluating activities involved with patient flow and medical records. The FDD is also a member of the EHR/EPM configuration team. This position reports to the Chief Operations Officer (COO) and works closely with the COO to develop and implement strategies to improve the quality of customer care (front desk) services and operational workflows.

POSTION RESPONSIBILITIES

• Spend no less than 4 hours at each AH center at least twice monthly to assess staff competencies and evaluate front desk workflows. Demonstrate correct performance/procedure and act as a trainer as required.
• Work with Front Office Supervisors at all AH sites to improve their supervisory skills, including the establishment of performance improvement goals for their direct reports and the conducting of cross-training activities.
• Evaluate/interview/select candidates for vacant Front Office staff positions in conjunction with the COO for supervisory positions and the center’s Front Office Supervisor for non-supervisory positions.
• Ensure appropriate customer service staffing, including coordinating coverage between centers, at all AH centers.
• Consult with other management personnel as needed regarding problems or issues that may arise. Work cooperatively with the Nursing Director and Provider Relations Officer to resolve workflow issues involving the clinical support and provider staffs.
• Responsible for addressing patient grievances regarding customer service/ front desk issues which cannot be resolved by the center’s Front Office Supervisor.
• Complies with all F.S.’s and the F.A.C. in maintaining the safeguard and confidentiality of medical records.
• Receives subpoenas and complies with policies and procedures for immediate processing.
• Supervise the work of the office to ensure adherence to quality standards, proper procedures and service are followed.
• Maintains and updates as required the Information Management Policy and Procedure Manual in coordination with the Nursing Director.
• Maintains and updates appointment templates of providers’ schedules.
• Acts as liaison between front desk, medical and administration staffs, demonstrating a cooperative attitude and assisting as needed.
• Actively supports the activities of the Quality Assessment and Improvement Committee. Prepares and submits reports as directed.
• Insures correctness, safety, security and proper handling of the funds on hand.
• Ensures correct, timely completion of daily and monthly account reconciliations.
• Strong interpersonal communication skills to support team efforts to the organization.
• Review the reports pertaining to activities such as chart audits and monitor work activities.

EDUCATION

• Bachelor’s Degree in a healthcare related field required.
• Minimum of 3-5 years of healthcare practice management experience required
• Language Skills – Fluent Spanish helpful, but not required.