Front Office Leader

Newsom Eye and Laser Center - Tampa, FL2.8

30+ days ago

POSITION: Front Office Leader

DEPARTMENT: Front Office

REPORTS TO: Office Manager

Job Summary: This individual is responsible for overview and supervision of day-to-day patient check-in and check-out functions, patient education, collection of fees, and supervision of the front office staff including training.

Education and Experience:

  • High school diploma or equivalent.
  • Two years of college preferred.
  • Demonstrable skills in motivating and training professional staff.
  • Two years’ experience in supervision of front office operations preferred.
  • Experience with practice management and electronic medical record software systems preferred.
  • Experience in a medical office preferred.

Essential Skills and Abilities:

  • Ability to supervise day-to-day aspects of the front office, share knowledge, coach, and develop staff.
  • Knowledge of front office and clinical functions.
  • Strong customer service, negotiation, and analytical problem-solving skills.
  • Strong professional, collaboration, and interpersonal skills.
  • Empathetic to patients’ concerns and needs.
  • Sound verbal and written communication, and organization skills with attention to detail.
  • Strong leadership skills who serves as a role model, drives for excellence, fosters a respectful team and patient environment, and demonstrates decision making skills to triage complicated situations to leadership as appropriate.
  • Positively navigates a fast-paced environment and remains calm under pressure.
  • Ability to follow instructions and conform to office protocol.
  • Management of multiple tasks simultaneously.
  • Computer literacy.
  • Financial knowledge.
  • Basic medical and ophthalmic terminology knowledge preferred.
  • Train staff in front office responsibilities.

RESPONSIBILITIES:

  • Patient Experience
  • First point of contact for front office patient issues.
  • Monitor and optimize waiting room and patient flow by coordinating with clinic to ensure smooth flow and efficiency.
  • Foster exceptional customer service.
  • Triage complicated patients and situations from staff.
  • Partner with leadership for resolution of patient issues.
  • Operations
  • Supervise and delegate day-to-day aspects of the front office and set front office schedule.
  • Oversee patient schedule.
  • Front office equipment management and order inventory.
  • Improve accuracy of patient demographics, insurance, notes, billing, check-in and check-out information documented per protocols.
  • Open communication and feedback with office leaders to address concerns/issues.
  • Schedule/reschedule patient appointments and manage the recall process.
  • Monitor and propose solutions to scheduling challenges and reporting of no-shows, work-ins, and cancellations.
  • Maintain and increase front office operations, practice management and electronic medical record software systems subject matter expertise.
  • Provide staff backup for check-in and check-out functions.
  • Knowledgeable to assist surgical coordinator in scheduling surgeries.
  • Audit and maintain cash drawers.
  • Audit and improve co-pays/deductibles not collected at check-in, collection of past due patient balances at visits, coinsurance collected at check-out, and appropriate business entity location when collecting payments.
  • Chart prep and medical records backup.
  • Deliver daily batch report, integrated credit card report, and end of day paperwork.
  • Document patient communication with MDI/call sheets/Nextech notes.
  • Monitor MDI notifications for your office with internal communications, secure messages, patient communications, and pending letters.
  • Enforce and monitor HIPAA compliance.
  • Monitor waiting room and related facilities.
  • Oversee end of day checklist, ensuring staff completes closing tasks.
  • Attend, document, and disseminate training information for others’ benefit.
  • Implement and monitor promotions and coupons.
  • Maintain and implement current protocol, policy, and procedure manuals.
  • Maintain current role summary, tasks, and deliverables.
  • Performance Management
  • Provide timely guidance and knowledge to staff for continual coaching and development through huddles, meetings, and one-on-one opportunities.
  • Establish a high-performing team that is efficient, knowledgeable, service-oriented, sharing responsibility for attaining the goals of the practice.
  • Effectively communicates departmental activities to staff.
  • Notify staff of physician schedule, changes, new procedures, treatments, and services.
  • Review and process all front office staff time off requests per protocol.
  • Assess and document staff job performance and partner with leadership and Human Resources in disciplinary forms and actions, and annual performance reviews for staff.
  • Assess and improve paperwork, waiting room, and checkout times and performance using Nextech, MDI, and time studies.
  • Monitor and report front office performance metrics.
  • Identify training and continuous improvement opportunities and partner with other areas to provide training and development.
  • Provide leadership, guidance, expertise, recognition, feedback, and development to front office staff.
  • Monitor staff expectations.
  • Ensure staffing levels and flexibility with depth and breadth of staff cross trained in check-in and check-out.

Job Type: Full-time