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Front Office/Call Center Manager

 

OVERVIEW

Responsible for supervising the daily operations of the Front Office and Call Center which includes scheduling of appointments, patient registration (demographics and insurance), check-in/checkout processes, referrals, and insurance verification and eligibility. The Manager will ensure the efficient flow of patients through the office and train new and existing staff. The Manager will also ensure a high level of customer service by resolving concerns and responding to complaints related to Front Office operations. Reports directly to the Practice Administrator.

ESSENTIAL FUNCTIONS:

  • Manage Front Office and Call Center operations including Patient Registration, Insurance Verification and Eligibility, Patient Appointment Scheduling, Check-in/Checkout and Referrals.
  • Develop, maintain, and communicate processes and procedures for all team functions and ensure staff compliance.
  • Manage the Patient registration process and ensure accurate collection of up-to-date demographics and insurance information.
  • Ensure insurance verification and eligibility processes are followed using automated tools to minimize insurance errors in all related processes.
  • Manage provider schedules and patient appointments in Practice Management System. Document and maintain Appointment Scheduling guidelines for Providers and ensure staff compliance. Monitor all schedules to ensure appointments are evenly distributed throughout the day and week.
  • Manage telephone queue calls daily to ensure all calls are answered in a timely fashion. Develop and maintain scripts for staff to collect all needed information.
  • Daily deposit reconciliation of all monies collected by front office staff.
  • Manage staff performance, timekeeping and payroll, PTO, and training/development.
  • Manage and prioritize work activities and identify opportunities to streamline and/or automate processes. Implement changes and promote continuous improvement.
  • Monthly reporting of call volume, call wait times and no-shows.
  • Resolve patient complaints and customer service issues.
  • Collaborate effectively with other managers to identify and solve problems in all areas of responsibility.
  • Protect patients’ rights by maintaining confidentiality of personal and financial information according to HIPAA guidelines.

EDUCATION: Associate degree or equivalent desired.

REQUIDED EXPERIENCE: 5+ years’ experience in an administrative role at a high-volume healthcare practice. Experience with Electronic Practice Management systems and Electronic Medical Records system is required.

KNOWLEDGE:

  1. Medical practice policies, procedures, and operations
  2. HIPAA Rules and Regulations
  3. All types of health insurance both commercial and government
  4. Customer service principles and techniques.
  5. Knowledge of Nextgen EMR and Phreesia a plus

SKILLS:

  1. Planning, organizing, delegating, and supervising.
  2. Evaluating the effectiveness of existing processes and procedures.
  3. Delivering excellent customer service

ABILITIES:

  1. Effectively interact with patients, medical and administrative staff, patients, and the public.
  2. Communicate clearly and effectively.
  3. Set priorities among multiple requests.
  4. Work with minimal supervision.
  5. Problem solving.

OSC IS AN EQUAL OPPORTUNITY EMPLOYER AND DOES NOT DISCRIMINATE ON THE BASIS OF RACE, COLOR, RELIGION, AGE, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, GENETIC HISTORY, MARITAL STATUS, PREGNANCY, NON-DISQUALIFYING DISABILITY OR VETERAN STATUS OR ANY OTHER PROTECTED STATUS.  WE NEITHER DISCRIMINATE NOR TOLERATE WORKPLACE HARASSMENT ON ANY BASIS PROHIBITED BY LAW.

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