Front Desk & Registration Operations Specialist

Who we are: La Clínica de La Raza is a non-profit, community-based health center established in 1971 to address health barriers and create better lives for the underserved. We have proudly grown into 35 sites across Alameda, Contra Costa, and Solano County. To learn more about our history, click here: Our History - La Clinica or visit our website at www.laclinica.org.
Job Summary:
Reporting to the Director of Billing, the Front Desk and Registration Operations Specialist will work in partnership with La Clínica's Office of the Medical Director (OMD), Director of Billing and Chief Financial Officer to ensure the smooth and fiscally responsible oversight of, including but not limited to, Front Desk operations, registration, and insurance verification of La Clínica's medical and dental clinic sites. Responsibilities include supervision of Front Desk supervisors, effective Front Desk and registration workflow development, implementation and oversight, regulatory compliance, and advancing strategic initiatives providing effective internal management.
The Front Desk and Registration Operations Specialist supports the Front Desk, billing, and registration staff. While facilitating positive interaction among staff, patients, and other departments within the practice, the FD&RO Specialist must have the ability to perform and prioritize multiple tasks and work well with staff, patients, and providers. A high degree of independence, initiative, assertiveness, and diplomacy are necessary in dealing with faculty, staff, and patients in a complex environment.
Major Areas of Responsibility, include but are not limited to:
Duties/Responsibilities:

• Develop and support the day-to-day Front Desk, registration & insurance verification operations within the Medical (including Optical) and Dental sites to assure that all information provided to the billing department is accurate and timely across all locations. This may include registration, scheduling, referral management, co- pay collection, self-pay collection, systems set up and issues.
• Supports clinic/Front Desk supervisors for all medical/optical sites across La Clinica counties. Carries out supervisory responsibilities in accordance with the La Clínica's policies and procedures along with all applicable laws. Responsibilities include partnership with site managers; participating in the interviewing, hiring, and developing of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees addressing complaints, conflict resolution, and problem resolution.
• Collaborates with Human Resources, and the Office of the Medical Director, and Office of the Dental Director to strengthen leadership development and capacity building for Front Desk supervisors.
• Reviews available data to determine department progress toward stated goals and objectives. Helps develop and monitor useful dashboard measures to gauge each department's progress toward meeting agency and site goals.
• Helps oversee the development and management of the department's budgets, ensuring that medical clinics meet financial targets. Works with the medical site managers to monitor financial performance, analyze variances, and implement performance improvement strategies.
• Detail oriented, with the ability to apply analytical and critical thinking skills to quickly analyze problems, determine appropriate level of intervention, and apply effective solutions.
• Collaborates with key operational leadership to develop and ensure effective and efficient service delivery across La Clínica sites. Helps to standardize practices across agency.
• Helps develop and implement policies and procedures aligned with the mission of the organization and that support its strategic goals.
• Helps support strategic initiatives such as the implementation of Electronic Health Records.
• Works with all medical and dental sites to support continuous quality improvement.
• Serves as a key resource for changes in payment and coding guidelines from all payers. Educates and reeducates them on these continual updates. Responsible for constant and continual education of the physicians and Front Desk staff on coding changes. (essential)
• Has the authority to direct and support employees' daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action, and performance reviews.
• Monitor and audit cash collection process and development of news process where needed.
• Clear understanding of the Scheduling and Registration process for La Clinica and the coordination with EPIC.
• Travel to other sites/counties is required.
• Other duties as assigned by supervisor.

Minimum Job Requirements:
Knowledge, Skills, and Abilities:

• Knowledge of business software and specialized applications and data management systems used in clinic operations.
• Solid interpersonal skills for effective information exchange and problem solving with all levels of management and staff, consultants, and outside agencies.
• Ability to convey complex administrative and technical information in a clear and concise manner, and to produce a variety of reports and analyses.
• Ability to organize and manage multiple tasks and projects.
• Excellent skills in complex problem solving, planning, and project management.
• Strong verbal and written communication skills, able to facilitate meetings and processes to ensure maximum buy-in while leading projects to completion.
• Ability to deal courteously and effectively with patients, clients, and colleagues from a variety of backgrounds.
• Able to work collaboratively with providers, staff, and stakeholders.

Education and Experience:

• High School Diploma required; Bachelor's Degree preferred.
• A minimum of three years working in a healthcare setting
• Experience in community clinic, other safety net, or public health setting highly desirable
• Knowledge of Microsoft Excel, Word, and PowerPoint

Physical Requirements:

• Remaining in a stationary position, often standing, or sitting for prolonged periods
• Bending/lifting, pushing/pulling, adjusting, or moving objects weighing up to 15 pounds in all directions and occasionally more.
• Repeating motions that may include the neck, wrists, hands and/or fingers.
• Upper extremity demands: Reaching above shoulder and/or below waist.
• Must have reliable transportation.