Lead Front Desk Coordinator - Azura

PURPOSE AND SCOPE:

Leads an assigned Front Desk team responsible for the receipt and processing of calls, facsimiles and emails for patient scheduling and registration into the outpatient access center. Provides support, leadership and subject matter expertise to the team as appropriate, intervening on challenging issues when needed. Ensures compliance with divisional and company standard operating procedures, and all local, state and federal regulatory requirements. Embrace intermediate management level responsibilities as directed by Practice Manager and Regional Director of Operations as needed. Those tasks include, but arent limited to: conflict resolution, collaborative reporting on team performance, assistance with evaluations and overall workflow improvement initiatives.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Tracks the productivity of the assigned team, working with each Patient Service Coordinator (PSC) or Front Office Coordinator to ensure daily goals are achieved and that the coordinators workload is appropriately balanced. Reassigns workload in the absence of a team member, assuming some of the workload as necessary.
• Responsible for functions as defined for this position and assists in fulfilling those primary responsibilities as needed, particularly during high volume intake times and when openings within the teams are present.
• Monitors the individual and assigned in-box - assigning new follow up on items with team members as appropriate.
• Evaluates coordinators knowledge regarding their primary duties, identifies need for additional training and provides remedial education as necessary.
• Intervenes in challenging situations involving patient registration processes with escalation to the appropriate manager as necessary (e.g. delayed pre-appointment lab work, transportation issues, self-payment discussions, etc.).
• Mentors new staff members to facilitate attainment of required job skills and knowledge and intervenes where necessary to ensure appropriate treatment of situation and task.
• Provides input regarding recruiting new team staff members and regarding team performance evaluations and assessments. Keeps Practice Manager current with any team member performance issues as applicable.
• Provides management with continual evaluation of effectiveness of processes and procedures, recommending methods to improve operations, efficiency and service to customers.
• Works closely with the Practice Manager, Regional Director, as well as additional team Leads and team members to coordinate service improvements in the intake process.
• Ensures all actions taken and all tasks performed by team are according to division and company policies and department standard operating procedures.
• Consults with and updates Practice Manager regularly regarding any team issues, task difficulties and complex problems to ensure appropriate and timely resolution.
• Acts as a subject matter expert.
• Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
• Oversees the work of the team members for the initial documentation of patient referral calls and communications regarding patient pre-appointment protocols and requirements. Provides leadership and guidance to team members pertaining to the coordination of the check-in and registration process from the initial request for services to the final authorization ensuring all aspects of patient confidentiality are maintained at all times and company intake goals are attained.
• Coordinates the daily responsibilities of a specific team in terms of workload, assisting the Practice Manager with the assignment of daily tasks and duties for each team member as these relate to patient registration, follow-up work, coordination and review of medical records.
• Ensure coverage of front office duties are assigned or by back filling a position when short-staffed.
• Tracking work queue and work list productivity, including registration metrics
• Cash drawer supervisor
• Inventories, orders and/or stocks office with supplies, equipment, forms, and medications as directed by supervisors (satellite offices)
• Ensure logbooks and tracking systems are updated and accurate in accordance with policy and procedure
• Assign new employee preceptors
• Consults with and updates Practice Manager on new and existing employee performance and training
• Consults with Practice Manager on development of onboarding/orientation documents/program
• Oversee Front Office operations at satellite offices, and assign personnel as applicable
• Performs other related duties as assigned

PHYSICAL DEMANDS AND WORKING CONDITIONS :

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Day to day work includes desk and personal computer work and interaction with patients, facility staff and physicians.
• The position may require travel between assigned facilities and various locations within the community. The work environment is characteristic of a health care facility with air temperature control and moderate noise levels. May be exposed to infectious and contagious diseases/materials.
• Travel may be required

SUPERVISION:

• None

EDUCATION :

• High School Diploma or an equivalent combination of education and experience

EXPERIENCE AND REQUIRED SKILLS :

• 5+ years related experience or an equivalent combination of education and experience.
• Prior managerial or supervisory experience preferred.
• Excellent customer service, communication, organizational, time management and interpersonal skills required.
• Detail oriented with the ability to enter information accurately on paper and into a database system.
• Working knowledge of Microsoft Office applications and Electronic Medical Records
• Ability to adapt to change and support new policies and procedures in a positive manner.