Regional Front Office Manager

Position Summary

The Regional Office Manager is responsible for providing training and support to the authorizations team and the direct patient interaction PCC team to meet or exceed daily outlined metrics. Keeping your focus with direction and or material geared towards improving the overall patient experience and the organizational culture of service in front line teams.

Principal Accountabilities

• Manage Front Facing Administrative Teams
• Aid in developing training and education for front line patient facing teams that meet the TPG operating process
• Develop processes to regularly audit adherence to workflows and customer service standards as outlined in SOP’s
• Proactively ask for feedback of each PCC with Clinical Operations staff to ensure patient satisfaction and patient experience is meeting TPG expectations
• Train, support and manage monthly or seasonal campaigns in meeting 100% copay/deductible collections at time of service for each clinic
• Collaborate with RCM department to review claim denials regarding lack of authorization to understand what is missing in SOP or daily process that is causing denials and make changes for positive impact
• Collaborate with other internal departments on upcoming changes that will require additional or changes to workflows
• Lead by example, coach and train front office staff to provide exceptional services and provide unforgettable interactions the TPG way
• Communicate regularly, if not daily, with the front office staff to ensure any messages, concerns or requests provided to the supported operations team in a timely and consistent manner for quick action
• Cook up daily team huddles, weekly team meetings and/or quarterly business meetings to create a clear understanding of expectations and answer questions that may arise with front office staff
• Collaborate with the Regional Directors and Intake Dept. in the development and execution of strategic plans
• Aid in hiring, train, develop and motivate staff members
• Employee scheduling, time, and attendance management
• Manage coverage of PCCs for time-off request or call ins shared by CD
• Achieved the strategic vision of the company in their assigned areas of accountability
• Supervise and direct the activities of assigned personnel using both professional and supervisory discretion and independent judgment
• Oversee, delegate and/or prepare the annual performance review process for employees; provide feedback/coaching, disciplinary action, praise, and recognition to employees as necessary, up to and including a recommendation for termination of employment
• Approve time-off requests as shared by CDs in our current payroll system and assist CDs if any concerns in them ensuring their timesheets are accurate for payroll processing
• Managed performance and KPI's of assigned staff and reporting to upper management
• Responsible for continued review to ensure the front office coverage support staff and supporting new acquisitions within the region as outlined metrics of 35-40 visits per day per PCC

Minimum Position Requirements

• Thorough knowledge of problem-solving methodologies
• Ability to provide strong leadership, and process and procedure creation
• Ability to organize and prioritize various demands
• Strong presentation communication skills
• Action oriented and driven for results
• An initiative-taker and to work with minimal direction
• Ability to work with a sense of urgency to meet deadlines
• Ability to communicate complex information in a well thought-out easily understood manner, both orally and in writing in a variety of settings and styles
• Ability to delegate and communicate in an honest, direct, and professional manner, relating well to others to build rapport and effective relationships
• Ability to demonstrate active listening by asking clarifying questions, identify and share relevant information and solicit feedback from others and give and receives feedback objectively
• Ability to practice time management, timely decision making, and conflict management
• Commitment to company core values

Education And Experience

• Education: Bachelor’s degree; or equivalent combination of education and experience
• Experience: 3-5 years management in healthcare intake, front office with direct reports, role up to VP or Director level with experience in making changes and or integrations with EMR and standard operation procedure changes rolled out