Supervisor, Front Desk Care Ally - Tinley Park/Oak Lawn

Overview

Good enough isn't for us. Duly Health and Care's team members show up every day driven to exceed expectations. We see and support the remarkable in every person within and beyond the walls of our work.

Duly Health and Care works to understand what matters most to you. We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives. We invest in helping our team members develop their talents in a way that is rich in personal meaning.  We invite you to join us, fulfill your purpose and make your mark!

Holistic benefits designed to help our team members flourish in all aspects of their lives, including: 

• Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.
• $5,250 Tuition Reimbursement per year. 
• 40 hours paid volunteer time off. 
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact
• Wellness program that includes complimentary subscriptions to Noom and Calm apps. 
• 12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members. 
• 401(k) Match
• Profit-sharing program 

Responsibilities

PRIMARY PURPOSE

The Supervisor is responsible for managing the reception within the Practice which may involve seven different locations. The Supervisor will schedule work, track productivity and quality outcomes, and addresses issues with staff and patients.  This is a working supervisor position; however this person is a member of the management team with first line responsibility for hiring, orientation, appraisal, and coaching, disciplining, and training staff.  Keeps the Practice Manager informed on issues involving operations, work flow, customer satisfaction, and employee relations.

Knowledge of organizational policies, procedures and systems.  Has knowledge of clinic office procedures.  Has knowledge of computer system and applications.  Has knowledge of medical terminology.  Skill in planning, organizing, delegating and supervising front-end, billing and coding, medical records and referral staff.  Skill in evaluating efficiencies and effectiveness of existing processes and procedures.  Ability to communicate clearly and effectively with patients, medical and clerical staff and the public.

           

MAJOR RESPONSIBILITIES

 

Staff Management (70% of the time): 

• Develops and implements staffing schedules.  Monitors attendance and evaluates time-off requests in direct relation to schedules.  Maintains employee personnel records.  Attentive to staff schedules and physicians to ensure that resources are available to meet anticipated daily work loads.  Monitors staff schedules and productivity, along with patient volumes, to ensure the highest level of access and efficiency. 
• Assists Front Desk Manager in developing and implementing work plans and objectives for all front-end operations. 
• Participates in weekly/monthly quality control activities to ensure accuracy and excellence in patient care.  Distributes feedback to staff in timely manner
• Maintains a highly visible profile in the work areas.  Works as a team member as necessary.  Functions as an alternate clerical resource for Front Desk coverage needs.  
• Collaborates with practice manager in the hiring process of all clerical staff.  Responsible for the orientation process of new staff hires.  Responsible for the ongoing training and development of all staff to maintain competencies.  Seeks guidance and support from Practice Manager in managing staff.  Acts as alternate in the absence of the practice manager 
• Responsible for assessing work against expected outcomes:  productivity, quality, timeliness. Tracks and trends work outcomes and recommends improvements in work processes and job standards.
• Performs all other duties/responsibilities as assigned

 

Check-in/Greeting Patients/Scheduling (30% of the time) 

• Functions as an alternate clerical resource in the absence of Practice Manager, Co-supervisors or Front Desk Care Ally as needed.             
• Collaborates with the practice manager to initiate and coordinate any disciplinary actions, performance improvement plans, probations and terminations of clinical staff.  Assists the practice manager in the evaluation process.  Monitors necessary certifications to ensure staff compliance.

Qualifications

MINIMUM EDUCATION AND EXPERIENCE REQUIRED  

Level of Education: 

• High school diploma or GED

Years of Experience: 

• Four years

Type of Experience:  

Patient/client-facing experience 

 

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES (KSA)  

• Knowledge of leading a team to meet expectations
• Knowledge of patient experience, customer service, healthcare and/or administration
• Customer service skills
• Skilled in Microsoft Office Suite, type min of 30 wpm
• Knowledge of PHI Software
• Ability to multitask efficiently
• Ability to communicate professionally both verbally and written
• Ability to be empathetic, compassionate, and caring
• Skilled in management capabilities - performance assessments, recognition, coaching and conflict resolution 
• Ability to de-escalate
• Ability to be resourceful and make recommendations for process improvements
• Flexible of travel min of 50% of the time

Employment Type: FULL_TIME