Front Desk Manager

Job Description

Job Description

Why Work With Us?
We are a patient-focused healthcare provider committed to delivering the highest standards of care while fostering a positive and collaborative workplace culture. Our team takes pride in adhering to the Exceptional Promise by treating every patient and employee with courtesy, dignity, and respect. Here, you'll find opportunities for growth, a supportive team, and the resources you need to succeed.

The Front Desk Manager will perform all functions necessary to maintain the efficient workflow of all front desk receptionist duties.

Essential Duties & Responsibilities:

• Front Desk Specific:
  • Demonstrate and maintain a working knowledge of customer service principles and departmental expectations regarding customer service and treat all patients and colleagues with dignity and respect.
  • Demonstrate and maintain a working knowledge of effective interpersonal skills while using open communication between all departments to cultivate a team environment.
  • Communicate professionally and effectively with patients, visitors, and vendors.
  • Ability to handle a fast-paced environment professionally and with poise.
  • Stand and greet all patients and visitors in a friendly, courteous, and professional manner.
  • Maintain confidentiality and observe HIPAA compliance.
  • Register Emergency Room, Direct Admission, and Outpatient Service patients in a timely and concierge manner in accordance with EMTALA compliance.
  • Obtain all necessary patient demographics, financial information, patient consents, and additional forms.
  • Identify insurance plans, verify benefits, and perform Admission Notifications and Authorizations for admissions and outpatient services.
  • Explanation of benefits and upfront collections of ER Copayments, Deductibles, and self-pay totals.
  • Processing payments and regular communication with the Central billing Office to resolve errors.
  • Perform patient status changes as clinical staff directs.
  • Maintaining patient charts, including creating files, scanning documents into the EMR, auditing charts for completeness, filing, shifting, and occasional shredding.
  • Answer, screen, and direct incoming phone calls.
  • Facilitate deposits and cash reconciliations during shift change.
  • Maintain with accuracy all spreadsheets, and patient logs.
  • Participate in performance improvement activities as necessary and other duties as assigned.
• Management Specific:
  • Follow approved policies and procedures and adhere to concierge concepts to ensure patients have the best experience possible.
  • Lead by example and show Front Desk staff the proper etiquette and treatment of other managers, clinical and non-clinical staff members of all departments, patients, visitors, and vendors in a respectful manner in person or over the phone.
  • Adjust, correct, and redirect me and my department for the greater good of the hospital and staff.
  • Under the direction of the CNO and the Director of Registration, interview, hire, train, and provide performance feedback and intervention for all Front Desk staff.
  • Ensure Front Desk staff is trained and annual competencies are complete.
  • Monitor and oversee the performance of the Front Desk staff, ensuring complete and accurate patient registrations in compliance with hospital and regulatory standards, including customer service, financial counseling, and collections.
  • Maintain an open-door policy, valuing my employees’ opinions. Be approachable and receptive to employees' questions, comments, or concerns.
  • Work collaboratively with other departments to resolve issues or errors.
  • Observe Front Desk staff on different shifts and days to ensure all policies and procedures are followed.
  • Run and reconcile Front Desk reports daily and monthly.
  • Verify and reconcile all spreadsheets, folders, drives, and logs are completed daily and monthly.
  • Complete daily, weekly, and monthly reports for Quality Assurance and Performance Improvement regulations.
  • Continually provide staff direction and education based on my reporting and review findings.
  • Schedule and direct monthly meetings with Front Desk staff to discuss, educate, and implement new policies and procedures.
  • Promptly maintain, complete, and post the Front Office schedule for staff, including the holiday schedule.

• Responsible for Front Office duties when coverage cannot be found.
• Maintains employee department files and provides timely feedback to other departments and staff.
• Resolves Intradepartmental conflict and professionally handles patients’ complaints and concerns with the Registration Staff and Process.
• Performs other duties as assigned.

Qualifications:

• High school diploma or equivalent
• Exceptional customer service experience
• One year of customer-centric supervisory or leadership experience (preferred)
• Requires excellent computer and data entry skills, including 10-key by touch and the ability to accurately type 30 words per minute.
• Proficient conflict resolution skills
• Two years of working knowledge of insurance identification and terminology (Preferred)
• Must have knowledge and understanding of CMS and Medicaid programs and eligibility factors
• Two years of working knowledge of insurance verification and benefit descriptions (Preferred)
• Working knowledge of Admission Notifications and Insurance Authorizations
• Working knowledge of Medical Terminology
• Working knowledge of employee scheduling

Schedule:

• Monday through Friday, Occasional Weekends and Nights Required

Why Choose Us?
At Exceptional Community Hospitals, we recognize and value your expertise. We are dedicated to creating an environment where your contributions are celebrated, and your professional growth is supported. As a part of our team, you’ll have access to cutting-edge technology, a compassionate and collaborative team, and the ability to make a meaningful impact on patient care every day.

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