Assistant Front Office Manager

Full-Time On-site position in Springfield, MA.

About the role

Reports to the Senior Front Office Operations Manager. This is a non-exempt position within the Front Office department.

Requirements

• Knowledge in human services/health-related field with one to two years of related experience in customer service or an Associate’s Degree preferred.
• Strong communication, written, and interpersonal skills.
• Basic computer skills.
• Detail-oriented; able to work accurately and efficiently in a fast-paced environment.
• Friendly, reliable, and professional in behavior and appearance.
• Ability to establish and maintain effective working relationships with employees, individuals seeking assistance, and the general public.
• Demonstrated decision-making and problem-solving competencies.

Responsibilities

• Collaborate with the Medical Practice Manager, Senior Front Office Operations Manager, Assistant Front Office Operations Managers, and Clinical Managers to ensure smooth patient flow and quality assurance.
• Maintain minutes of all meetings.
• Ensure consistency and continuity of patient care and flow.
• Foster a good working relationship with Ancillary Services, Fiscal and Medical Divisions, Dental, and specialty departments.
• Develop a good referral mechanism between these groups and the Front Office Staff.
• Ensure Front Office Staff adheres to all policies and procedures.
• Reduce variability of work processes between all sites and services for a consistent patient experience.
• Monitor staff performance and maintain staff reviews.
• Assign lunch and break times, ensuring proper staff coverage at all times.
• Order and monitor delivery of all supplies needed for the front office.
• Ensure productivity reports are followed through with other staff.
• Collect all co-pays from patients, ensuring the money is kept in a safe place.
• Ensure the petty cash fund is reconciled at all times and kept in a secure location, such as a locked cash box or desk drawer.
• Complete all staff time sheets, ensuring they are delivered to payroll in a timely manner.
• Maintain staff by recruiting, selecting, orienting, and training employees.
• Perform good-will duties for patients, answer complaints, promote and ensure patient satisfaction.
• Work closely with the billing department to ensure all medical encounter/billing forms are properly checked off and accounted for.
• Monitor timely opening and closing of the facility.
• Greet patients and visitors in the waiting room with a friendly, professional manner.
• Oversee visitor/patient activities.
• Monitor use of TV/VCR, water cooler, and furnishings; ensure the waiting room, front entry, and reception desk are orderly and professional in appearance.
• Ensure telephone inquiries are handled in a professional, friendly manner.
• Maintain confidentiality of all health center information.
• Perform any additional duties as requested.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

Schedule

• Requires rotation with other Front Office personnel with little or no notice and can be between facilities.
• Includes covering later clinic hours, including weekends, at any Caring Health Center location.