The Front Office Lead is responsible for coordinating front office duties within the practice to ensure efficient daily operations and excellent patient service. Responsibilities include, but are not limited to, scheduling appointments, checking patients in and out, verifying insurance coverage, and providing/collecting patients with quotes for deductibles, and copays and coinsurance amounts.
Additional responsibilities include preparing daily reports for TMG, assisting with the preparation and review of monthly reports, and supporting overall office workflow and communication. The position also includes the implementation, interpretation, and enforcement of TMC policies and procedures to ensure compliance and operational consistency.
Education
High School Diploma or GED
Experience
One year of related experience. Requires a working knowledge of standard practices and procedures.
Qualifications
- Ability to prioritize and organize the workload of multiple employees.
- CPT and ICD Knowledge preferred.
- Exceptional communication skills with a pleasant demeanor and ability to communicate with a variety of individuals in various job functions.
- Exceptional organizational and motivational skills.
- High school diploma required, additional post-secondary education preferred.
- Minimum of one year practical experience in a related field required.
- Must possess knowledge of modern office procedures and office equipment.
- Must possess the ability to summarize financial and statistical information for review with the TMG staff.
- Proven ability to effectively work with others at all levels within and outside Tanner.
Area of Responsibilities
- Customer Service - Leads team members in achieving customer service goals for the practice. Participates in customer service initiatives. Demonstrates excellent customer service skills. Communicates effectively and in a timely manner with patients and management regarding service recovery opportunities. Monitors customer service and develops action plans for improving patient satisfaction.
- Development - Maintain and update level of skill for pertinent front office coordinator duties. Participates in continuing education. Participates in the development of new programs (ex: Process Improvement, Quality Initiatives). Maintains a working knowledge of CPT, ICD9 and HCPCS codes. Maintains a high degree of knowledge of Rural Health Clinics and their operation, when applicable.
- Front Office Coordination ? Oversees the daily functions of the front office. Supervises front office staff. Ensures appropriate staffing levels for the practice. Oversees orientation and ensures employees receive adequate training and ongoing education. Provides ongoing employee feedback of job performance. Monitors billing procedures in the practice to ensure patient registration and billing is accurate and performed in a timely manner. Must be able to learn, apply and teach a variety of rules, regulations, policies and procedures applicable to the ever changing health care reimbursement environment. Maintains strict control of internal cash control procedures. Maintains and ensures accuracy of monthly key indicator reports. Monitors monthly operations reports and provides explanation of variances. Maintains an efficient filing system for patient records and assures all correspondence is filed correctly. Oversees the purchasing functions for the practice. Maintains a record of orders placed and orders received. Closely monitors expenses and works within an established budget. Receives invoices from vendors and checks for accuracy. Organizes meetings and education activities of doctors and/or staff as necessary. Organizes and participates in TMG marketing opportunities for the practice. Ensures general cleanliness and neatness of the practice. Consults with TMG Director of Operations regarding any problems and concerns and assists in implementing organizational changes.
- Leadership - Promotes teamwork and empowers teams and individuals to meet their potential. Supports quality and efficiency improvement efforts. Provides positive feedback as well as constructive criticism. Communicates pertinent hospital activities to departmental employees. Communicates pertinent departmental activities to administrative contact and other departments as necessary. Establishes and maintain high level of employee morale. Develops personal education to be proactive in meeting the future needs of the department. Demonstrates a positive attitude toward all customers of Tanner, internal and external. Projects a positive, professional image.
- Safety - Checks equipment routinely to ensure it is functioning properly. Maintains working knowledge of equipment and removes faulty equipment from use as necessary. Participates in safety programs
Compliance Statement
Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.
Education
High School Diploma or GED
Experience
One year of related experience. Requires a working knowledge of standard practices and procedures.
Licenses & Certifications
Supervision
- Some supervisory duties over the front office. Responsible for front office staff scheduling. Involved in new employee training and on-going training of existing employees. Regularly leads the work of coworkers and checks performance of work assigned as to accuracy and time. Provides input into employee discipline and evaluations. May discuss with superior, but has no authority over job content.
Qualifications
- Ability to prioritize and organize the workload of multiple employees.
- CPT and ICD Knowledge preferred.
- Exceptional communication skills with a pleasant demeanor and ability to communicate with a variety of individuals in various job functions.
- Exceptional organizational and motivational skills.
- High school diploma required, additional post-secondary education preferred.
- Minimum of one year practical experience in a related field required.
- Must possess knowledge of modern office procedures and office equipment.
- Must possess the ability to summarize financial and statistical information for review with the TMG staff.
- Proven ability to effectively work with others at all levels within and outside Tanner.
Definitions
- To coordinate front office duties in the practice. Includes but is not limited to the scheduling of appointments, collection of data for posting charges to the patient?s account, preparing daily reports for the TMG and assisting in the preparation and review of the monthly reports. Also includes the implementation and interpretation of TMC Policies and Procedures.
Contact With Others
Requires frequent contact with many persons at different levels inside and outside of the organization to carry out organization policies and programs and obtain willing acceptance, consent, or action.
Effect Of Error
Probable errors may be serious and involve losses such as improper costs, overpayment, waste of material, damage to equipment, and delay in processing work. Effect usually confined within the organization. Most of work not subject to direct verification or check. Regularly works with some confidential data such as account, salaries, patient medical records, which if disclosed might have adverse internal or external effects.
Supervisory Responsibility
Has limited supervision over a small section of employees (up to 15), i.e. assigns and directs their work; instructs new employees and corrects results, may discuss with supervisor, but has no authority over job content or personnel. Team governance where the Members evaluate, interview, and recommend personnel actions.
Mental Demands
Work involves a variety of problems in a general field, some of which are complex. Involves some independent judgment to decide what to do to assemble facts, determine variations from standard procedures, or plan other action to be taken to meet general objectives.
Physical Effort
Light physical effort - Much of work done while sitting but with more than normal standing or walking. Handles light materials intermittently. Office or laboratory work requiring more than normal visual effort.
Working Conditions
Noticeable - (About 25% of the day) Involved in exposure to dirt, odors, noise, or some work is performed with exposure to temperature/weather extremes/occupational risk and probability of coming into contact with blood borne pathogens, other potentially infectious diseases, or biomedical/bio-hazardous materials.
Physical Aspects
Frequently (at least 3 times a week)
- Typing
- Manual Dexterity ? picking, pinching With fingers etc.
- Hearing
- Visual
- Speaking
- Walking
Occasionally (at least once a month)
- Bending
- Feeling (Touch) ? determining temperature, texture, by touching
- Reaching ? above shoulder
- Reaching ? below shoulder
- Color Vision
- Standing
- Balancing
- Crawling
- Running - In response To an emergency
- Lifting up To 25 lbs.
- Lifting 25 To 60 lbs.
- Handling ? seizing, holding, grasping
- Carrying
- Climbing
- Kneeling
- Squatting
- Smelling
- Pushing/Pulling ? up To 25 lbs.
- Pushing/Pulling ? 25 To 60 lbs.
