Front Office Manager

at UKSM-W Medical Practice Association in Wichita, Kansas, United States

Job Description

Work Schedule:   Monday-Friday; 8am-5pm

POSITION SUMMARY

Faculty and Residents from the University of Kansas School of Medicine--Wichita’s Internal Medicine Departments provide Internal Medicine and HIV care through our clinic.  We are dedicated to continuous quality improvement while providing high quality, efficient health care to patients.  As a working manager you are responsible for managing the day-to-day operations of the front desk staff, ensuring staff are properly trained, performing work accurately, and completing tasks in a timely manner, providing back-up for the positions that are supervised, ordering office supplies and assisting with building maintenance projects. 

ESSENTIAL FUNCTIONS

Supervisory Duties:

• Personal commitment to the organization’s mission, vision and values
• Models servant leadership, operational excellence, and cultural alignment in every interaction
• Fosters a culture of continuous improvement through process optimization
• Creates an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Works with MPA HR and Director of Clinical Operations to develop staffing plans, hire, remediate and/or terminate clinical staff as necessary
• Manages staff under direct supervision by approving time off requests, reviewing and approving timecards while maintaining adequate coverage to ensure ongoing operations of the department
• Monitors work performance of staff, provides regular feedback to individuals, performs introductory and annual performance evaluations and addresses concerns appropriately in conjunction with HR
• Ensures staff are completing tasks in a timely and accurate manner
• Leads and participates in team meetings and updates, provides training and technical support, and assists with development and maintenance of standard operating procedures (SOPs) 
• Works with Director of Clinical Operations, Nurse Manager, and Ryan White Program Manager and others to coordinate clinic operations to provide patient services and meet organizational goals
• Participates in clinic process improvement activities and workgroups, and attends manager and team meetings to ensure efficient operations      
• Orders office supplies in a cost-conscious manner and maintains necessary inventories to complete daily operations, assists with coding expenses for accounts payable
• Recommends and assists with selection and implementation of equipment to support clinic operations
• Provides or coordinates cross coverage for team while those that are supervised are out of office or at lunch
• Reliable attendance and punctuality
• Performing other duties as assigned

Front Office Duties:

• Maintains provider schedules in EHR, updates and distributes schedules to managers and staff
• Monitors patient schedules and assigns duties to front desk staff based on provider schedules and patient volumes
• Provides staff oversight and establishes accountability to ensure that the team works together to deliver efficient, patient-centered healthcare 
• Ensures staff compliance with organization’s protocols for call processing, scheduling, registration, insurance and payment processing, good faith estimates, payment collection and posting, and medical records release of information
• Audits petty cash to ensure integrity in control of cash processes and works with accounting to obtain change needed for operations
• Answers incoming calls from patients, schedules appointments, initiates telephone encounters in EHR, and coordinates with nursing staff to prioritize requests for clinical advice, prescription refills, test results, prior authorizations, forms completion, and other care coordination services per protocols    
• Works with patients to establish payment arrangements and resolve unpaid balances
• Acts as first contact for patient or supervised staff concerns and works with Director of Clinical Operations to resolve when necessary
• Assigns patient recall and/or outreach activities in coordination with clinical quality initiatives
• Scans and indexes patient records in EHR for clinic patients
• Processes medical record Release of Information (ROI) forms and prepares records for release
• Assists with maintenance of activating and deactivating patient medical records  
• Produces assigned reports and communicates areas for improvement in leadership and team meetings
• Assists Director of Clinical Operations with coordinating building improvement or maintenance projects and contacting building services for maintenance as needed

Competencies:

Performance evaluations are based on the individual’s accuracy, accountability, adaptability, communications (oral and written), customer service, attention to detail, initiative, integrity, interpersonal skills, judgement, organization, problem solving, and time management.   

WORK ENVIRONMENT

• In person
• Outpatient clinic
• Patient-focused
• Teaching environment

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.