• Front Office Manager - Stephenville

    AccelHealth
    Job Description
    JOB SUMMARY:
    Oversees the duties and function of the medical/dental front desk Ensures the department is performing well as a team by managing the PSC work schedules, communicating department goals, and helping resolve barrier issues to achieving those goals. Ensures staff is performing duties with accuracy by conducting periodic audits.  Acts as a working supervisor by providing professional customer service by greeting, registering, and checking out patients in a prompt, manner, according to AccelHealth’s customer service standards.  Enters and updates patient demographic and insurance information to ensure timely billing.  Maintains patient appointment schedules and calls patients to confirm their next appointment.  Maintains patient confidentiality and ensures compliance with HIPAA policies and procedures.

    Key Supervisory Responsibilities/Essential Job Duties
    Assists the Chief Financial Officer in the day-to-day management of the medical front desk:
    Coordinates work assignments and schedules of the Patient Services Coordinators to ensure optimum patient flow.
    Actively participates in patient complaint procedures to resolve operational problems.
    Ensures compliance with AccelHealth policies and procedures, Federal/State regulations (ex: OSHA, HIPAA), and other grant requirements.
    Ensures department is staffed with qualified, competent employees:
    Interviews prospective employees and makes recommendations for hire.
    Provides all new hires with proper training and orientation to scheduling and the medical/dental front desk.
    Evaluates staff performance and recommends merit increases, promotions, and disciplinary actions.
    Ensures department is functioning well as a team:
    Communicates departmental goals and sets “expectations of performance” for each team member.
    Identifies, analyzes, and facilitates resolution of any issues which are a barrier to the team achieving its goals.
    Plays a vital role in the success of AccelHealth employee communication by keeping both staff and administration informed of any changes, ideas, concerns, etc.
    Analyzes the resources (staffing, equipment, technology, etc.) available to the department and when appropriate, recommends changes to improve efficiencies.
    Prepares staff time cards for payroll processing.  Monitors staff attendance, tardiness, and overtime trends. 
    Performs supervisory duties in accordance with the Managers Standards of Conduct and AccelHealth Mission Statement.  

    Key Responsibilities/Essential Job Duties
    Oversees medical/dental appointment scheduling function and ensures the following:
    In the event of a medical provider’s absence, patient appointments are blocked or rescheduled in a timely manner.
    Patient appointments are scheduled accurately and incoming calls are handled in a prompt and courteous manner.
    Ensures that reminder phone calls are made to patients prior to their scheduled appointment.
    Staff correctly informs patients of any additional information/paperwork related to the appointment.
    Patient scheduling issues are resolved in a timely manner.
    Oversees the medical/dental front desk operations:
    Ensures that patients are greeted in a prompt, courteous, and professional manner when arriving at AccelHealth facilities.
    Ensures complete and accurate charge capture and patient demographic information is entered into the EHR and monitors PSC errors; developing corrective action plans as needed.
    Ensure cash received is receipted per AccelHealth procedures.Accuracy on daily deposits is essential.Ensures that staff follows all procedures regarding the handling and reconciliation of cash in the clinic.
    Periodically reviews insurance encounters to ensure PSC and provider accuracy.
    Works with billing staff to resolve denial issues and effectively train PSC staff to limit insurance denial.
    Conducts periodic audits to ensure that staff is performing duties in accordance with AccelHealth policies/procedures. 
    Actively participates in resolving operational and patient flow problems (ex. Patient complains, issues involving ancillary services, etc.). 
    Develops and maintains a system for tracking failed appointments.  Ensures that AccelHealth’s policy regarding excessive failed appointments is enforced. 
    Prepares periodic reports of work accomplished and compiles specific statistical data. 
    Participates in readiness implementation in anticipation of The Joint Commission Survey and the Patient Centered Medical Home Survey.
    Works in tandem with the LVN Lead for the smooth operation of the front and back office systems.

    WORKING SUPERVISORY DUTIES AND RESPONSIBILITIES:
    Welcomes patients and visitors to the medical/dental office by greeting patients and visitors in prompt, courteous, and professional manner, and answering inquiries or referring questions to other staff members.
    Observes lobby activity to ensure that all patients are waiting in appropriate area and have signed in for services.
    Researches, enters, and updates all information needed to complete billing process.This involves verifying income for self-pay patients, verifying insurance and Medicaid coverage, and verifying eligibility to various programs that affect the billing Process.
    Obtains and enters new patient demographics; updates patient information, as necessary, in the computer system to maintain accuracy for billing.
    Collects all co-pays and balances, as required by office policies.Distributes copies of receipts to patients.Understands and can apply payments to balances.
    Balances starting shift seed money daily.Balances charges, money, and receipts at the end of each shift and prepares daily deposit slip.
    Works in conjunction with other PSC’s to promote a “team effort”.
    Performs duties in accordance with AccelHealth Standards of Conduct and Mission Statement.
    Maintains patient appointment schedule on computer and calls patients to confirm appointment, updating demographic and pay source information.
    Schedules appointments for all providers to optimize patient satisfaction, provider time and most effective utilization of examining and treatment rooms.
    Responsible for following billing and collection rules.
    Assists patients and family as necessary with understanding insurance plan benefits and requirements.
    Collects and organizes day close reports for Patient Services Supervisor as required.
    Anticipates patient customer service needs and assists immediately with the resolution of patient complaints for all AccelHealth and other complaints as referred by the staff.Periodically assists management with customer service training presentations for clinic personnel.
    Accepts job related training assignments and development in new tasks and technologies.
    Abides by infection control and hazardous materials policies and procedures as dictated in the AccelHealth Infection Control and Safety Manuals.Performs other related duties incidental to the work described herein as may be assigned or delegated, (similar physical requirements and OSHA risk level).
    Cross trains in areas of Scheduling to ensure accurate and precise scheduling practices.

    REQUIRED SKILLS AND/OR ABILITIES:
    To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.
    Medical-demonstrates a working knowledge of medical office procedures, medical records, coding, and third party payer systems; maintains knowledge of, and acts in accordance with, current AccelHealth policies and procedures.  
    Problem solving-identifies and resolves problems in a timely manner and gathers and analyzes information skillfully. 
    Interpersonal skills-maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things; maintains friendly and supportive relationships with coworkers; talks through problems to keep channels of communication open and maintain a high level of trust; realizes the importance of, and practices, good customer service; and able to communicate effectively with people of varying cultures, socio-economic backgrounds, languages, and educational levels. 
    Oral communication-speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills. 
    Written communication-edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information. 
    Planning/organizing-prioritizes and plans work activities, uses time efficiently.   
    Quality control-understands the importance of compliance standards and pays close attention to accuracy and detail when performing duties. 
    Adaptability-adapts to changes in the work environment manages competing demands and is able to deal with frequent change, delays or unexpected events. 
    Dependability-consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance. 
    Safety and security-actively promotes and personally observes safety and security procedures, and uses equipment and materials properly. 
    Computer & Math—proficient in Microsoft Word, Outlook, and Excel; proficient in basic math to make simple calculations; proficient in the use of practice management software to efficiently and accurately perform duties.  

    PERFORMANCE STANDARDS:
    Performance will be evaluated by the Patient Access Manager using the AccelHealth Performance Evaluation Form wherein a satisfactory overall rating is considered a minimum acceptable level of performance.

    QUALIFICATIONS:
    Education: High School Diploma Degree.
    Experience: At least three years’ experience working with patient information and admissions to include scheduling of appointments and one year supervisory experience.  
    Bilingual/bicultural in English/Spanish preferred.

    PHYSICAL REQUIREMENTS:
    Must be able to perform the essential functions of the position.
    Must be able to meet the attendance requirements of the position.
    Must be able to able to travel to other clinic sites unassisted and valid Texas Driver’s License.
    Must be able to assist patients evacuate in the event of an emergency.
    Must not pose a direct threat to the health or safety of other individuals in the workplace.
     
    Contact Information
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