Regional Front Desk Manager

Description

Introduction

Are you passionate about the patient experience? At HCA Healthcare, we are committed to caring for patients with purpose and integrity. We care like family! Jump-start your career as a(an) Regional Front Desk Manager today with CareNow.

Benefits

CareNow, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  
• Family support through fertility and family building benefits with Progyny and adoption assistance.
  
• Referral services for child, elder and pet care, home and auto repair, event planning and more
  
• Consumer discounts through Abenity and Consumer Discounts
  
• Retirement readiness, rollover assistance services and preferred banking partnerships
  
• Education assistance (tuition, student loan, certification support, dependent scholarships)
  
• Colleague recognition program
  
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
  

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

Come join our team as a(an) Regional Front Desk Manager. We care for our community! Just last year, HCA Healthcare and our colleagues donated $13.8 million dollars to charitable organizations. Apply Today!

Job Summary and Qualifications

GENERAL SUMMARY OF DUTIES: The Front Desk Regional Manager (FDRM) reports directly to the Senior Operations Administrator Under the direction of the Senior Operations Administrator develops and provides Front Desk training, management and quality assurance consistent with CareNow policies and objectives. The FDRM will, develop and administer Front Desk training and develop a program to evaluate Front Desk trainers to ensure quality care. The position uses all resources to generate quality training to benefit the company, the community, the physician and most of all, the patient. 

DUTIES INCLUDE BUT NOT LIMITED TO: 

• Stay current with all CareNow policy, to suggest revisions and implement changes as necessary.
• Ensure good communication between the Front Desk team and other managers and directors.
• Ensure there is consistency in Front Desk procedures throughout all centers. 
• Monitor Front Desk supervisor and coordinators performance. 
•  Keep the Front Desk Training Manual and training plan updated.
• In coordination with the director of training; select appropriate topics, conduct and write QA studies for the Front Desk discipline.
• Stay current with insurance verification process, work closely with the accounts receivable department; research and lower roll; bonusable roll is less than 3.6% overall. 
•  Oversee all Front Desk procedures and help implement changes as needed to support clinic operations, employees and patents. 
•  Assists Operations with the accreditation process by conducting/overseeing the Front Desk portion of the quarterly center review. 
•  Monitor and ensure wait times are acceptable according to guidelines set by leadership. 
• Prepare agenda and conduct bi-weekly operations meetings to discuss clinic wait times, efficiencies, open shifts, customer service, reviews pending, staffing needs, position control reports, memos and new initiatives and concerns. 
•  Help plan and attend the CM/FDC monthly meeting; actively seek opportunities to present learning experiences to the operation’s management team. Help plan and coordinate on- going management training. 
•  Be an active member of the quarterly team discipline leader’s meeting.
• Handles payroll and approves expense reports for those assigned to him/her.

TRAINING:

•  Manage planning and presentation of monthly CME for patient representatives. 
•  Supervise the training of all new hire patient representatives. 
• Reviews patient representatives’ training evaluations and takes appropriate action to ensure proper training. 
•  Ensures quality of customer service is a training priority. 
•  Is actively involved in the interview / selection process and training or new FDCs. 
•  Functions as a resource for all FDS/FDC’s, ensuring they are available to staff; is a “go to” person for Managers, the AR department and the Front Desk team. 
•  Able to deliver constructive feedback and mentors positive relationships. Makes reasonable recommendations for disciplinary action and personally initiates in-services for below standard work performance when indicated. 
•  Ensure proper Healthy Savings program training, and that adequate sales and incentive programs are in place to promote sales. 
•  Evaluate new hire training evaluations and follow up with appropriate management when there are poor training evaluations. 
• Attend clinic staff meetings at clinics struggling with wait times, customer service or teamwork; offer support and encouragement to get them back on track. 
•  Actively work to develop the FDS team. The FDS must be actively working with all FDC’s to develop them as well. Ensure they are providing effective leadership. Provide on-going leadership training.

CUSTOMER SERVICE:

•  Monitor customer service; take an active role in the development and implementation of changes in this area as needed. Read Medical GPS Surveys, Mystery Shops and WCI surveys and implement changes where needed. Hold customer service standards high. 
•  Strive for clinics customer service scores >90% for total combined scores. 
• Proactively work with clinic management teams to improve customer service scores <90%. 
• Patient representatives are following procedures with calls to ensure that WCI works well for all patients who use it.
•  Ensure customer service training is present in the Rep Rap weekly reminders. 
•  Works with the director of training to research, develop and implement the new hire and summer customer service classes.
•  Assist IT with new rollouts and initiatives when asked or as needed.
•  Ensure web check-in scores are >90%.
  

MANAGEMENT: 

• Accessible and approachable to all departments and managers. 
• Gives clear instructions and communicates well with managers staff and providers.
•  Follows up on assignments to ensure that work is completed. 
• Confronts staff issues in an appropriate manner.
•  Acts as liaison between home office and clinic; promotes team work within all company departments, Clinics and AR, AP and marketing team members. 
•  Interacts with all Managers in order to provide quality patient care and a friendly work environment. 
• Visible as a role model and maintains a positive attitude; willingly accepts constructive feedback; leads by example, is punctual and dependable. 
•  Voices opinions, frustrations and ideas in a professional manner in the right setting and offers solutions.

EDUCATION: 

• None required 

EXPERIENCE: 

•  The candidate must have experience with clinical technology/terminology required. 
• A minimum of three years of Urgent Care Management experience preferred. 

CareNow delivers quality, convenient, patient-centered urgent care with unparalleled service. We are in more than 100 urgent care clinics around the United States. We are committed to staffing our clinics with the most qualified and experienced providers. Our providers are dedicated to improving lives and leading the charge in urgent care medicine. Our physician-guided focus is centered on providing extensive resources. And we provide support to our growing CareNow® physician team. Our doctors and medical staff are trained in family practice, emergency medicine or internal medicine. We offer a wide range of primary and urgent care services for the entire family. CareNow is an affiliate of HCA Healthcare.

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"The great hospitals will always put the patient and the patient's family first, and the really great institutions will provide care with warmth, compassion, and dignity for the individual."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Regional Front Desk Manager opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.