Front Desk Supervisor

STRIDE Community Health Center is a 501(c)(3) Federally Qualified Health Center (FQHC) with a 30-year history of providing primary care and other health-related services in a community-based setting. Established in 1989 in response to the primary health care needs of the medically indigent population in suburban Denver, STRIDE Community Health Center has the largest population base of any FQHC in Colorado and provides primary care, dental, pharmacy, behavioral health, health education, care coordination, patient navigation, pharmacy, and outreach and enrollment services in accordance with its mission.

Supervisor - Front DeskReceptionist

General Purpose: In order to maintain a safe and efficient revenue cycle process and to further the STRIDE CHC mission and vision, the Front Desk Supervisor will provide oversight of the day to day functions of the Front Desk, registration, and scheduling process. Through consistently cultivating a strong team culture and collaborative environment, this position will provide support staff with the operational structure, personnel, process and resource management necessary to meet both the needs of patients and the financial objectives of the organization.

Essential Duties/Responsibilities:

• Collaborate with Clinical Supervisor, Panel Managers, and Practice Administrators in establishing, implementing and maintaining quality patient care, to improve quality metric standards and to meet the external client expectations. Involving the care in the care team in the QA/PI process, (NCQA-PCMH TC07)
• Day-to-day direct training/supervision/coaching of all Front desk Support staff; including hiring/firing authority and input into performance appraisals, in consultation with HR and Practice Administrators.
• Facilitates coordination of clinic appointments, reception services, and front office patient flow.
• Ensures that Front Desk staff provide direct, high-quality customer service to patients.
• Creates a professional and friendly atmosphere for all patients, staff and visitors.
• Oversees medical, dental, and behavioral health scheduling in partnership with the Panel Managers and Customer Care Center Staff
• Ensures a clean friendly waiting rooms are welcoming and inviting to patients and visitors.
• Participates in Front Desk responsibilities, provides coverage at the Front Desk.
• Under the direction of the Practice Administrator ensures clinic(s) of responsibility meet strategic goals associated with revenue cycle quality outcomes, encounters, resource management, and growth projections in line with the organizational strategic initiatives.
• Maintains adequate staffing and scheduling for each Front Desk function
• Meet regularly with Practice Administrator to ensure appropriate communication of organizational initiatives across clinic sites and to ensure departmental and organizational KPIs are being monitored and met.
• In conjunction with the Practice Administrator completes monthly Front Desk competencies, through active management, training, and testing
• Meet patient and patient family needs; taking responsibility for a patient’s safety, satisfaction, and clinical outcomes; using appropriate interpersonal techniques to resolve difficult patient situations and regain patient confidence.
• Manage and resolve human resource, safety, and risk management issues.
• Ensure all assigned clinic sites operate within defined business monthly budgets (office supplies, interpretation services, printers/copiers and taxi services).
• Maintains compliance with governing regulations and the rules of accrediting bodies by monitoring operations and initiating changes where required; works closely with clinical team members to ensure successful completion of regulatory reviews and quality standards.
• Reports to work on date and time scheduled and enforces that the Front Desk support staff act in a similar manner.
• Promotes positive team work and cohesiveness between all staff.
• Provides constructive and creative recommendations for improvements in own area of responsibility or the clinic’s system as a whole.
• Maintains a high level of quality, accuracy and neatness in work performed.
• Actively manages direct reports to facilitate excellent customer service to all patients.
• Conduct daily clinic quality walks (front and back office).
• Lead clinic in the responsibility of scheduling efficiencies and effectiveness, revenue enhancement processes, and collection

Leadership Responsibilities:

• Organize workflow and ensure that employees understand their duties or delegated tasks
• Monitor employee productivity and provide constructive feedback and coaching
• Receive complaints and resolve problems
• Maintain timekeeping and personnel records
• Pass on information from upper management to employees and vice versa
• Hire and train new employees
• Ensure adherence to legal and company policies and procedures.

Non-Essential Duties/Responsibilities

Attend all staff meetings and all other meetings as assigned.

We Offer $22.00-$23.00 hourly including:

• Medical, Dental, and Optional Vision Insurance.
• Paid-Time-Off (PTO).
• Company Paid Life Insurance.
• A 401K retirement savings plan & match!
• Flexible Spending Account (FSA) and Dependent Care options.

Knowledge, skill and ability:

• Ability to interact positively and build rapport with patients, coworkers and/or external contacts.
• Ability to work independently and organize work in a manner that ensures accuracy and efficiency.
• Ability to demonstrate the capability to effectively and sensitively respond to the needs and concerns of the full range STRIDE diverse patient population.
• Customer service skills, including the ability to diffuse upset patients.
• Knowledge of principles and procedures for personnel recruitment, selection, training, and personnel information system.
• Knowledge of automation systems capabilities and utilization in order to input, access, retrieve, edit and manipulate data for decision making.
• Skill in using a variety of computer software including but not limited to the internetand MS Office Products; including Excel.
• Ability to identify barriers to performance of others and provide coaching, training or other assistance to remove those barriers.
• Ability to handle patient, employee and sensitive business information ethically and responsibly.
• Active listening, critical thinking and time management.
• Ability to communicate clearly and accurately verbally and in writing.
• Excellent organization and detail-oriented skills.
• Conflict/crisis management and problem-solving skills.
• Ability to coordinate and prioritize multiple tasks in a fast-paced environment.
• Outstanding professional demeanor.

Education or Formal Training:

• High school diploma or GED required
• Technical degree, associate in arts degree (AA), or bachelor’s degree (BA) in office management, business administration, or a related field preferred.

Experience: Prior supervisory experience in a healthcare setting preferred.

Material and equipment directly used: Computer, printer, multi-line telephone systems, mobile phone, personal transportation vehicle (required to travel to a variety of clinics), fax machine, copy machine, calculator, and all Microsoft Office products including Outlook, Excel and the internet.

Working environment/physical activities: Office environment within a clinical setting. Enters data into computer programs via computer, mouse and keyboard. Moves about the office environment and occasionally to other locations. Moves/transports objects up to 25 lbs frequently and up to 75 lbs occasionally to various locations throughout the metro area. Communicates information to others. Discerns/analyzes information from others to assist in decision making. Be willing to provide support, at additional sites, under the direction of the Director of Medical Operations during your employment at STRIDE CHC.

Join Us. Together We Improve lives.

Stride verifies employment authorization, including criminal history, education, license and certification.

STRIDE recognizes and appreciates the rich array of talents and perspectives that equal employment and diversity can offer our organization. STRIDE is committed to making all employment decisions based on valid requirements. No applicant shall be discriminated against in any terms, conditions or privileges of employment or otherwise be discriminated against because of the individual's race, creed, color, religion, gender, national origin or ancestry, age, mental or physical disability, sexual orientation, gender identity, genetic information or veteran status. STRIDE does not discriminate against any "qualified applicant with a disability" as defined under the Americans with Disabilities Act and will make reasonable accommodations, when they do not impose an undue hardship on the organization.

A successful candidate will live STRIDE ICARE values:

Integrity doing the right thing even when no one is watching.

Compassion meeting the patient where they're at with empathy.

Accountability doing what we say were going to do.

Respect showing attention to human dignity.

Excellence having a growth mindset; striving to learn more and practice continuous improvement.

In an aim to help keep our patients, staff, and communities safe, STRIDE requires that all hired employees be fully COVID-19 vaccinated and to obtain an annual flu shot. STRIDE CHC employees are also required to be screened for tuberculosis and to complete a PPD test.