Supervisor, Front Desk

Employee Supervision and Staffing

• Supervise and manage Front Desk staff in accordance with the agency’s policies and procedures, ethical and confidentiality standards, and applicable laws.
• Manage employees work hours and timesheets, PTO requests, coverage needs in accordance with established policies and procedures; promptly address time management concerns with employees.
• Plan and direct daily work of front desk staff.
• Collaborate with Manager of Front Desk Operations on staffing, onboarding, and training requirements.
• Assign front desk floater staff accordingly as PTO, call ins, and vacancies occur.
• Monitor optimal and minimal staffing numbers for each front desk; collaborate with Manager of Front Desk Operations on recommendations to support staffing needs.
• Define performance expectations for front desk staff.
• Monitor front desk processes and procedures for accuracy and timeliness.
• Address client complaints, staff complaints and resolve problems timely.
• Conduct regular one-on-one meetings with front desk staff, coach employees, and conduct performance reviews.
• Hold and monitor attendance of front desk staff meetings as needed to enhance communication and build camaraderie and collaborative problem-solving.

EHR Responsibilities

• Trained to provide, and participate in, MyAvatar Implementation and Training Team (MITT) duties and responsibilities.
• Provide EHR functionality training for Front Desk Specialist new hires.
• Provide on-site consultation and problem solving expertise within the electronic health record system for front desk specialists, work closely with other MITT members to identify and utilize the full potential of the EHR system.
• Maximize the use of the EHR system for best customer service practice to both clients and office staff.
• Participate in all relevant EHR system training; accept and promote use of system to professional staff and assists with issues for a positive outcome.
• Protect clients’ rights by maintaining confidentiality of personal and financial information.

Front Desk Operations

• Input to Manager of Front Desk Operations regarding consistent front desk procedures and processes.
• Telephone Operations: Ensure phone/customer service protocols are posted and followed at all front desk stations.
• Client and public engagement: Ensure timeliness of opening all charts into EHR.
• Scheduler management: Manage clinical/doctors’ schedules, review daily service flow, coordinate with program management to maximize appointment times and ensure optimal use of EHR scheduler.
• Resolve front desk concerns, problems, and coordinate interdepartmental solutions in timely manner.
• Identify and immediately communicate to Manager concerns regarding safety, customer service, client complains, and noncompliance activities of agency policies and procedures.
• Ensure maintenance of a comfortable, clean, orderly waiting room. Ample magazine subscriptions, Calm, appropriate atmosphere Literature (books) and games for children and adults. Television stations tuned to appropriate channels at appropriate volumes.
• Manage and order supplies for specific programs, if applicable.
• Knowledgeable of front desk staff responsibilities so as to cover when staff absences require it.

Financial Operations

• Review daily financial registries; ensure submission of all forms and fees to the finance department daily.
• Maintain safety and security of all agency monies (i.e. petty cash funds and assigned agency credit cards) with highest integrity by training staff on, monitoring adherence to and personally following all established policies on front desk cash handling and reconciliation procedures.
• Monitor correct payor source assignments in the electronic system and financial status of patients.
• Ensure all services reported are captured and entered into EHR system according to protocol.
• Audit EHR system “End of Business Day” reports to ensure accuracy in day-to-day functions.
• Ensure that front desk staff follow processes and procedures to maximize collections.

Other

• Support program and administrative needs such as chart audits and interoffice mail pickup and delivery as requested.

Qualifications

• Education: Must be a high school graduate or have HS equivalent. Associate's degree preferred.
• Experience: Requires 3 to 5 years of supervisory experience, preferably with oversight of staff at multiple locations.