Job Description At Virginia Garcia Memorial Health Center, we welcome diversity; we encourage, uplift, and are honored to serve people who have been historically underrepresented and underserved. Our mission is to provide high quality, comprehensive, and culturally appropriate primary health care to the communities of Washington and Yamhill counties with a special emphasis on migrant and seasonal farmworkers and others with barriers to receiving health care. We strive to provide an inclusive environment that welcomes and values the diversity of the people we employ and serve.
Job Summary: The Front Office Supervisor supervises the reception staff and assists with front desk operations including customer service excellence, registration, revenue cycle, and workflow development. This position serves as a member of the management team, collaborates with other internal stakeholders to optimize front office activities in the standard work plan, and conducts trainings and quality audits to ensure standards are consistently upheld. Additionally, the Front Office Supervisor supports the site leadership team with site-level scheduling and supervision assistance and serves as the bridge for front to back office patient flow and communication.
Essential Duties and Responsibilities: - Maintain day-to-day operations of the Front Office.
- Maintain daily schedule to ensure staffing needs are met.
- Supervise the reception staff to ensure that registration and customer service are provided in a timely manner and are sensitive to the patient's physical, psychological and cultural needs.
- Coordinate the hiring process for new staff and exercise final hiring authority.
- Orient new staff members to their roles, including the development of training plans, and provide training as needed.
- Monitor to ensure that interpretation services are patient-centered and scheduled accurately for patient and provider for both in-person and Video Remote Interpreting (VRI) services.
- Lead the reception staff toward compliance with all VGMHC's policies and procedures.
- Supervise and develop staff by role modeling professional customer service skills.
- Maintain an orderly and professional working atmosphere.
- Facilitate and coordinate the staff's training needs in relation to the utilization of the clinic's practice management system and customer service program.
- Fill in and assist with check-in and registration as needed.
- Conduct standing bi-weekly departmental staff meetings; attend all required meetings.
- Conduct regular coaching and performance appraisal of the Reception/Extra Functions staff.
- Participate in quality improvement activities, which support patient management outcomes.
- Participate in the work of the Management Team through joint accountability for customer satisfaction, complaint resolution, and clinic performance in meeting system and organizational goals while adhering to all compliance programs.
• Ensure tasks are being completed in a timely manner.
- Assign and review standard work with staff and monitor for understanding.
• Maintain an awareness of patient behaviors brought to the Fairness Committee on behalf of staff.
• Perform diligent follow-up and communication to staff and patient on status of complaints as stated in the Fairness Procedure.
- Order and maintain clinic office supplies.
- Assure standards are being achieved and monitor patient surveys quarterly for opportunities for improvement as it relates to the patient.
- Post data that reflects Front Office daily work: No shows, Patient Satisfaction Results, ASQ data, SBIRT data, New Patient data, Slot Utilization and 3rd Next.
- Organize and manage front desk level tiered huddles and escalate issues appropriately to the site leadership team level.
- Collaborate with Finance and Billing to ensure registration and revenue cycle improvement gaps are appropriately tracking to closure.
- Present/escalate billing issues via the Billing/Front Office huddles, and collaborate in resolution development.
- Maintain primary communication responsibilities with call center and centralized scheduling to ensure that schedules and access remain productive from a site-wide viewpoint.
- Provide oversight of established patient check in processes, including consents, Annual Verification form, insurance & FPL.
- Review and audit for scanning of FPL documentation, compliance to standard FPL workflows, and REALD compliance.
- Coordinate training with OD Learning and Development EPIC trainers (refresher & new staff).
- Participate in regular progress check-ins with PCCM in 1:1s regarding established patient check-in process performance.
- Participate in regular collaborative communication with Membership and Billing managers regarding error trends, issue resolution, or creation/modifications of related workflows.
- Scrub the schedule across providers daily to troubleshoot errors or issues with site leadership team and with staff during rounding on a daily and weekly basis.
- Reconcile the daily bank deposit.
- Coordinate the food bank.
- Monitor reports and correct errors within EHR work queues, passport to languages, missing encounter and billing error report.
- Maintain appropriate communication and good interpersonal relations with management, staff, and patients to ensure coordinated efforts and provision of high quality service.
- Ensure that Advanced Access policies and procedures are followed.
- Assign and monitor completion of The Orchard training on a consistent basis.
- Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
- Perform other duties as assigned.
HIPAA Requirements: The Front Office Supervisor has access to PHI in order to create and maintain an accurate and up to date medical record. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include: all sections of the medical record, patient demographic information in the practice management system, and incoming records, reports, results, consultations, etc. The Front Office Supervisor is required to read the content of these records only to the extent needed to accomplish the assigned task (e.g. filing or disclosure).
Knowledge, Skills, and Abilities: - Proficiency in English and Spanish, both written and spoken language strongly preferred.
- Ability to self-manage workload.
- Ability to work in a timely, accurate, and detail-oriented manner.
- Solid organizational skills.
- Effective written and verbal communication and interpersonal skills.
- Commitment to working with patients and staff from a wide range of ethnic, economic, cultural, and social backgrounds.
- Competent in all healthcare insurance plans credentialed by VGMHC; knowledge of eligibility verification process with reconciliation of patient's health record.
- Effective time management and logical decision-making skills.
- Ability to embrace change and innovation when appropriate.
- Knowledge of insurance eligibility verification: OHP, private, Medicare, etc.
Education and Experience: - High School diploma or equivalent required.
- Three years' experience in supervision of staff strongly preferred.
- Experience in reception work and/or work in a social service or health care setting required.
Behavioral Competencies:Accountability: Role model VG's mission, vision, and shared values
Customer-Focus: Listen to the voice of the customer and strive to delight them by exceeding their expectations
Teamwork: If someone needs help, help them
Initiative: Be innovative, apply fresh ideas, and continuously improve how you do your work
Confidentiality: Maintain strict confidentiality and respect the privacy of others
Ethical: Demonstrate integrity, honesty, and stewardship in all encounters at work
Respect: Demonstrate consideration and appreciation for co-workers and patients
Communication: Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others
Physical Requirements: - Standing • up to 50%
- Walking • up to 50%
- Sitting • up to 90%
- Bend, Reach, Stoop • 5%
- Computer Use• up to 90%
- Lift/carry up to 10 lbs.
Working Environment/Physical Hazards - Potential exposure to blood borne pathogens and hazardous chemicals.
- Well-lighted and ventilated office/clinical setting.
Immunization: Staff members must meet immunizations requirements as stated in VGMHC's immunization policy and state and federal guidelines.
Job descriptions represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC's Mission.
VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes affirmative action in the area of placement, promotion, transfer, rate of pay and termination.
