Description:Apply Today!Applicants that meet qualifications will receive a text or email with additional questions from our MODERN HIRE screening and interview system.Providence is calling a Front Office Supervisor (Full Time/Day Shift) at our Providence Saint Johns Medical Foundation in Los Angeles, CA.We are seeking a Front Office Supervisor who will oversee the non-clinical caregivers of the designated departments within site(s).
Direct, supervise and coordinate all aspects of front office daily operations, focusing on patient, provider and caregiver satisfaction to ensure a high level of quality healthcare.
This position is responsible for providing oversight regarding the following: positive patient relations, proper telephone communication, training and coaching, appointment scheduling and templating, patient registration as well as payment/co-payment collection.
Perform “hands-on” supervisory support, leadership and training.
Accountable for direct supervision of Patient Care Representatives, Referral Coordinators, and other non-clinical roles as assigned.
Ensure all policies and procedures are implemented and carried out consistently in order to deliver a positive patient experience.
Support Practice Manager in short and long term operational planning for site(s).In this position you will:Oversee all aspects of daily non-clinical, front-office operations in the clinic, including workflows, appointments, patient flow, medical records registration/reception and referral coordinators.
Ensure new workflows are implementedDemonstrate effective supervisory skillsAssist in hiring and retention of qualified staff; ensures new caregivers are oriented to their department and well trained for their jobsDevelop and implements the daily work schedule, maintains a master calendar of staff schedule, adjusting the staffing to meet the patient loadCoordinate back-up staffing as needed.Identify operational deficiencies, gathers relevant data and formulates a plan to address the deficienciesDemonstrate competency with all position related software programsActively participate in continuing education and meetingsOrganize the department workload and establishes work standards to promote efficiency and productivityConduct departmental staff meetings on a monthly basis or more frequently if needed and maintains minutes of all meetingsMotivate and manags staff to ensure that performance standards are met or exceededGive timely and constructive feedback on performance; document all corrective counseling.
Collaborate with Practice Manager and HR in addressing staff disciplinary issuesPrepares and conducts fair and objective performance appraisals with input from the Practice ManagerEnsures that adequate in-service education is available to staff members.
Ensures staff completion of assigned Healthstream modules and other trainingKeep staff apprised of changes in organization and department policies and proceduresAttend departmental meetings as appropriate and contributes ideas for improving efficiency, productivity and patient satisfactionAssist Practice Manager with development and implementation of strategic initiatives and goalsDemonstrate the ability to make decisions, take appropriate action and follow tasks through to completion.
Take accountability for results and works collaboratively with others to address deficienciesDemonstrate a willingness to accept new responsibilitiesMake rounds throughout the day to assess service needs; provide back-up reception support as needed, which may include multiple sitesDeliver upon the service expectations of both our patients and fellow staff members by listening to their needs; engaging in positive interactions; and following through on promises made in a thoughtful, efficient, timely and courteous manner so that their total outcome is better than expectedIdentify and address patient concerns and complaints in a professional and timely mannerDemonstrate courtesy and helpfulness toward patients and their families; assure that information given to patients is accurate and completePromote consistent customer service excellence; caring and friendly manner with patients and co-workers.
Consistent use of Own It system for excellent service.
Review and respond to patient satisfaction data.
Recommend and implement process improvement to address areas of deficiencyAssume responsibility and accountability for daily cash out reconciliation; monitor over/shortage, investigate and report discrepancies to Practice ManagerResponsible for duties associated with Kronos Timekeeping system and bi-weekly payrollPartner with other clinic leaders and serves as a liaison between front office and back officeProvide timely input to Practice Manager regarding patient, caregiver, system or facility issuesEnsure efficient written and oral communicationMaintain a high degree of professionalism:Promote team spirit and professional work environmentDemonstrate the ability to make decisions, take appropriate action and follow tasks through to completionRecognize the implications of new situations and develops workable solutionsDemonstrate a willingness to accept new responsibilitiesRespond cooperatively to managers and staff members in other departments to promote teamworkAct as a role model in demonstrating the customer service standards of the organizationDemonstrate a commitment to personal growth and development by participating in external activities related to professional goalsEstablish and maintain safe and healthy work environment, adhering to general safety precautions and standards.
Report unsafe conditions to Practice ManagerProject work as neededMission & Values: Actively support and incorporate the mission and core values into daily activities.
Treat all others with respect and dignity and demonstrates excellence, justice and compassion in daily work and relationships with othersService Commitment: Maintain confidentiality of all information related to patients, medical staff, employees, and as appropriate, other informationTeam Member: Demonstrate service excellence and positive interpersonal relations in dealing with others, including patients/family members, employees, managers, providers and community members, so that productivity and positive relations are maximizedEnvironment of Care/Infection Control/Safety: Consistently demonstrate and incorporate principles of safety and infection control into daily activities.
Consistently use personal protective equipment as required and takes appropriate precautions whenever there is potential for contact with blood, body fluids, chemicals and/or other hazardous materials.
Maintains knowledge of work-appropriate aspects of environment of care programs, comply with policies and reports unsafe conditions.
Successfully complete Environment of Care Healthstream modules in the required timeframes and participate in fire drills and emergency exercisesConfidentiality/Privacy: Protect confidential/private information related to patients, employees, providers and othersAttendance and Punctuality: Demonstrate performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctualityRespect for Diversity: Demonstrate competency by knowing and applying the principles of an inclusive work environment.Complete annual mandatory education review and competency program, as requiredQualifications:Required qualifications for this position includes:Three (3) years experience in medical receptionTwo (2) years supervisory experienceTyping minimum 40 wpm and computer skillsExcellent customer service and communication skills and trainingAble to effectively interact with public and co-workersWorking knowledge of medical insurance HMO/PPO/EPO/Indemnity/Worker’s Comp, etc.Working knowledge of computerized registration (preferably EPIC), and billing and collection proceduresAble to recognize issues, set priorities, and take direction to accomplish established objectivesKnowledge of health care environment, medical office policies and procedures, and general accounting proceduresRequires ability to establish priorities, organize, and coordinate work activitiesStrong written, verbal communication and interpersonal skillsAble to exercise good judgment independentlyAble to prioritize and juggle multiple tasks under pressureAble to build trust and accountability with each team member regardless of their area of expertiseFlexibility, confidence, initiative and creativityAble to work in a high volume environment while maintaining high quality standardsAble to self-manage, set priorities and operate with minimal direct supervisionCapable of managing highly confidential informationAble to carry out defined procedures and duties under specific instructionAble to identify and solve problems, make decisions, and implement changesAble to prioritize, plan and coordinate work activitiesDemonstrated ability and desire to educate patients and familiesDemonstrated management and leadership skills, particularly mentoring, coaching and conflict managementPersonal style which emphasizes openness, visibility and approachabilityExcellent listening and follow-through abilities and a willingness to accept constructive criticismAssume responsibility for own professional growth through participation in educational programs, current literature, meetings and workshopsPreferred qualifications for this position include:Associate’s DegreeAbout the location you will serve:Providence Health & Services Southern California is further developing its physician integration strategy.
Historically, the largest asset has been Providence Medical Institute, a medical foundation that provides administrative and othe