Front Desk Supervisor

The Front Desk Supervisor is responsible for overseeing the Front Desk Operations of Aspire HFI. Primary duties include providing day-to-day oversight of Front Desk personnel and operations at our locations in the Greater Houston area. 

Secondary duties include providing coverage to the Front Desk.  

ESSENTIAL RESPONSIBILITIES:

Primary Supervisory Duties and Responsibilities (75%)

• Provides day-to-day oversight of Front Desk personnel and operations, with a focus on providing an excellent patient experience.
• Serves as a role model for Front Desk personnel by exemplary performance, commitment to the organization and its mission, goals and vision.
• Identifies and proactively resolves routine Front Desk operational and patient service issues.
• Identifies difficult and complex patient service issues and expedites to appropriate senior manager for resolution.
• Works collaboratively with other departments to implement process and patient service improvements.
• Supervises and develops Front Desk team members to create and foster a culture of comradery and respect.
• Collaborates with direct manager on recruiting and hiring.
• Manages all new hire training and training materials.
• Obtains superior job results by coaching, counseling, and disciplining Front Desk employees under the guidance of direct manager and the Human Resources Department. (HR)
• Assesses and documents performance by completing 90 Day Introductory Evaluations on all new hires and annually thereafter under the guidance of direct manager and Human Resources Department.
• Develops comprehensive documentation of Front Desk processes and policies under guidance of direct manager and in collaboration with other Department managers,
• Develops and continuously improves staff training programs and materials.
• Leads Front Desk staff trainings and meetings under guidance of the direct manager,
• Creates and monitors schedule for Front Desk staff to ensure coverage.
• Oversees Front Desk employees’ time records, meal periods and rest breaks and approves time off requests and time records for payroll purposes as needed
• Other supervisory duties as assigned.
• Other operational and credentialing tasks as assigned.

Secondary Front Desk Reception Duties and Responsibilities: (25%)

• Shows 100% commitment to exemplary customer service ensuring a positive patient experience.
• Works collaboratively with physicians, clinical team members and other Aspire HFI employees, provides information and assistance to clinic patients. 
• Complies with applicable regulations and laws, adheres to the policies, procedures and rules of Aspire HFI, follows Front Desk protocols and standard operating procedures, and complies with all safety policies.
• Schedules and coordinates all types of patient appointments accurately using our EMR and billing systems concurrently.
• Responds professionally and timely to phone and email correspondence from patients and Aspire HFI staff
• Interacts with patients in a compassionate, respectful and professional manner.
• Verifies patient information in the medical record and updates if necessary
• Maintains and updates current information on physicians’, coordinators’, nurses’ and other specialists’ schedules, ensuring that patients are scheduled properly. 
• Conducts advanced preparation of billing slips.
• Provides timely and accurate information to patients regarding future appointments and scheduled procedures.
• Escorts patients to appointments as required. 
• Collects payments in accordance with Aspire HFI policies.
• Prepares daily EFT batches for submission to billing.
• Attends department meetings and other required meetings.
• Participates in professional development efforts to ensure currency in health care practices and trends.
• Other duties as assigned. 

SUPERVISORY RESPONSIBILITIES:

Directly supervises employees. Carries out supervisory responsibilities in accordance with Inception’s leadership philosophy, policies and applicable laws. Responsibilities include leading by example, interviewing, hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

KNOWLEDGE AND SKILLS:

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.

• Strong leadership skills, ability to exercise independent judgment and initiative balanced with the ability to recognize issues which need to be expedited to more senior manager. 
• Establish and maintain cooperative and effective working relationships
• Ability to demonstrate grace under pressure
• Effectively prioritize competing responsibilities, with a sensitivity toward matters which are time sensitive. 
• Exercise a high level of discretion and sensitivity to patient privacy. 
• Ability to work within Aspire HFI clinic hours, with occasional required overtime.
• Ability to use telephone, keyboard, computer, office equipment and software programs.

EDUCATION AND/OR EXPERIENCE:

• High School Diploma or equivalent
• Minimum of one year of experience in customer service-related field
• Minimum of one year of experience of administrative medical office experience strongly preferred
• Prior supervisory experience preferred and/or the ability to develop supervisory skills within three months of hire.
• Experience with Electronic Medical Record (EMR) system strongly preferred.   

 What we offer you!

• Outstanding benefits including health, vision and dental packages, including HSA/FSA, Life and Disability Insurance
• 18 days of accrued PTO in addition to 10 paid holidays
• Fertility benefits
• 401(k) Retirement Plan
• Employee Assistance Program
• Continuing Education Reimbursement
• Wellness Program
• We provide a great, family work environment with internal growth opportunities