FRONT DESK SUPERVISOR

This role is responsible for the execution of a culture of patient centered care and service excellence throughout the clinical setting. Oversees the day-to-day operations of the front desk team and Patient Experience (PX) team leads to ensure excellent customer service and to provide an extraordinary patient experience for every encounter.

RESPONSIBILITIES/DUTIES:

· Be a warm welcome for the in-office patients

· Work with CBO office and PL Team to enhance and drive PX

· Know when to escalate a patient complaint or situation

· Ensuring excellence in the Patient Experience in all patient interactions

· Learning the services Salience Health provides and being able to educate and coordinate patients for the services allocated to each patient by their provider and our processes

· To communicate and collaborate changes and ideas that would further the excellence of human experience, which includes patients, their families and support partners, their care team, providers, all included in patient care

· Lead by example and uphold our core values

· Provide proactive solutions and approaches to improve the clinic’s day to day and PX

· Drive Culture and Communication throughout all teams, in and outside of the clinic Day to Day Tasks include:

· Oversee the daily front desk tasks, for example:

· Check in/out, educate, and collect payment for patient services/appointments if not already collected

· Be present and able to answer any in-person inquiries at the Front Desk

· Stay current on up to date on process and workflow changes.

· Schedule, or reschedule missed appointments

· Follow up with patients who were not reached at check out.

· General understanding of payment options, and how to set up a payment plan.

· Help provide insight to a patient’s insurance or billing questions.

· Meet or exceed key activity metrics for daily calls, emails, and consultations booked.

· Collaborate closely with the Medical Assistant and Digital Neuro team to ensure we are providing the best care to our patients and our practices.

· Expand knowledge of the current status of mental health and help Salience Health become the standard in behavioral health delivery.

· Educate and schedule patients for any CBT therapy or Digital Neuro services referred by a Salience Health provider.

· Work cohesively with the other teams and departments to effectively address and resolve complex issues in a timely manner, while aligning their actions with the values set by Salience Health.

· Provide detailed information on bookings and patient interactions through our various systems.

· Effectively manage escalations through the appropriate channels, ensuring the appropriate accountability, communication, sense of urgency, and follow through requirements are outlined.

· Point of contact for any difficult patient experiences prior to PXM escalation.

· Front desk point of contact.

· Send out EOD collection audit

· Perform other tasks as assigned by supervisor Expectations include:

· Strong interpersonal and communication skills with the ability to interact with people at all levels.

· Ability to drive to multiple work sites without assistance or accommodations.

· Ability to multi-task, problem-solve and respond with a sense of urgency in a fast-paced environment.

· Ability to demonstrate self-directed and self-motivated work style.

· Ability to navigate through tough decisions and deadlines with a sense of urgency and confidence.

· Ability to resolve disputes or patient concerns.

· Ability to develop and articulate strategic plans, objectives and forward-thinking approach to new ideas and changes.

· Ability to communicate effectively, both oral and written.

· Ability to develop and grow for future advancement.

REQUIRED EDUCATION/EXPERIENCE:

• Bachelor's degree in business, health care administration, or related field is required.
• Two to five years of progressive experience in a medical group practice environment with at least three years of direct management responsibility in a clinical setting, including direct patient interaction & customer service