Job Detail

JOB TITLE: Front Office Supervisor

LOCATION: Southern California University Health Center, Whittier

DEPARTMENT: Whittier Health Center

EXEMPT/NON-EXEMPT: Non-Exempt

REPORTS TO: Director of Front Office Operations

SUMMARY:

This position is responsible for ensuring that SCU Health delivers exceptional customer service and maintains efficient operations for the delivery of best-in-class clinical care and student education. The Front Office Supervisor oversees day-to-day front office operations and contributes to the overall strategic direction of SCU Health. The Front Office Supervisor also supports practice growth both patient volume and revenue, while maintaining highest levels of patient satisfaction and clinical outcomes, to make SCU Health offerings more profitable and best meet the needs of the communities it serves.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead front office reception and medical assistant team and support them in:

• Oversee front office staff, including appointment scheduling, collection of co-pays/balances due, electronic health record system – scheduling, cleaning, security, and occupational health and safety.
• Partner with the Director of Front Office Operations to discuss progress and goals for the front office reception team.
• Document standard operating procedures.
• Facilitate clear communication between clinicians and staff.
• Partner with Revenue Cycle Team to ensure effective and efficient processes and communications between the two teams and to ensure accurate and prompt information for patients.
• Oversee and maintain inventory of medical equipment, supplies, and retail items.
• Act as superuser for EHR system with responsibility for:

• Act as back up for daily deposits and rostering
• Regularly evaluate front office processes and procedures (e.g., insurance verification, patient check-in, and check-out) for continuous improvement.
• Partner with Marketing team on projects and initiatives to retain and attract patients and bring awareness to SCU Health Services.
• Support recruitment and training of new reception and medical assistant employees.
• Interact with patients and gain feedback about the practice.
• Incorporate patient feedback into practice operations as appropriate.
• Address patient complaints in a compassionate and timely fashion.
• Monitor practice's progress in meeting goals (e.g., patient visits, revenue).
• Participate in department and campus meetings, committees, and/or projects.
• Support and promote the University mission, vision, goals, strategic plan, and objectives to internal and external constituencies.
• Act as an ambassador for SCU and SCU Health to recruit students and patients.
• Follow all relevant state and federal laws.
• Maintain patients’ confidentiality and adhere to HIPAA policies and practices.
• Assist with certain insurance related job duties.
• Assist in establishing front office personnel work schedules.
• Ensure a peaceful and nonhostile environment within the front office.
• From time to time provide coverage to the satellite clinic in Tustin.
• Performs other duties as assigned.

ATTENDANCE:

Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks; where applicable. This position is face-to-face with the University Health Center, Whittier being the primary place of work.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

1. Intellectual

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Design - Generates creative solutions; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in-group problem solving situations.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

2. Interpersonal

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• External Working Relationships – Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.

3. Leadership

• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.

4. Organization

• Business Acumen - Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures.
• Safety and Security –All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management

SUPERVISORY RESPONSIBILITIES:

Manages team of front office receptionists/medical assistants. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree or more than 3 years related experience and/or training or equivalent combination of education and experience. LANGUAGE SKILLS: Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors. Bilingual English/Spanish preferred.

COMPUTER SKILLS:

To perform this job successfully, an individual should have the ability to work in a Microsoft Windows environment (Microsoft Word, Excel, PowerPoint, Outlook) required, including advanced Excel skills such as advanced formulas, tables and formatting, conditional formatting, and advanced charting.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or listen. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand, sit, walk, and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move more than 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to the risk of radiation. The noise level in the work environment is usually moderate.