Business Office Manager- Front Desk Team

JOB SUMMARY:

The Business Office Manager is responsible for overseeing the overall functions of the front desk to ensure maximization of patient satisfaction and organizational needs/goals. The Business Office Manager creates and maintains an atmosphere of warmth and positive emphasis for all staff members and patients. This includes coordinating the front desk schedule, motivating, and training the front desk staff, communicating information and changes, providing feedback, and facilitating front desk staff meetings. The Business Office Manager works closely with department leadership to ensure front desk operations support the organizational goals.

SPECIFIC RESPONSIBILITIES:

• Coordinates with Central Business Office Director to lead the daily operations of the business office, maximize efficient patient flow and optimize patient experience.
• Responsible for ensuring that all business functions are adequately covered on a daily basis. 
• Acts as point of contact and completes follow through on any customer service problems and/or patient complaints that arise during the course of the day.  Escalates problems as appropriate.
• Identifies and implements strategies to build high performing teams and effective leads within assigned teams.
• Completes annual continuous performance review for all staff in all assigned staff.
• Provides staff development for front office supervisors.
• Oversees payroll, ensuring consistency among leaders and reviews adherence to attendance and leave policies.
• Develops, implements, and monitors the success of staff productivity requirements.
• Evaluates processes and makes recommendations on changes to enhance quality and efficiency. 
• Assists in the development and maintenance of policy & procedures and training tools to ensure excellent patient experience.
• Provides strategic and tactical initiatives ensuring Front End collections are in place.
• Assists with front desk functions, including appointment scheduling, insurance verification, patient registration, check in, check out as needed.
• Serves as the lead for continuous improvement of front office staff.
• Orients all new staff to MAHEC’s clinical policies and procedures.
• Responsible for the hiring, training, and supervision of front office staff. 
• Partners with the Talent Management team in a timely manner related to personnel problems and participates in identifying and implementing solutions.
• Coordinates cross-training of job functions to maximize staff efficiency.
• Develops staff work plans and performance evaluations on an ongoing and timely basis. 
• Coordinates regular staff meetings with business office staff. 
• Creating monthly KPI reporting and analysis accurately reflecting point of service collections, demographic errors, patient wait times, check in efficiency, etc.
• Ensured clean data regarding claims, collection, and demographic data.
• Collaboration between department leadership is essential for improving efficiency, innovation, and overall organizational success.

This role description is a general description of the essential job functions.  It is not intended to describe all the duties the Business Office Manager may perform.

KEY COMPETENCIES:

• Communication Skills

Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families.

• Decision Making

Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to prioritize your workday appropriately to ensure the most important tasks are completed on time.

• HealthCare Knowledge

Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate.  This also includes keeping up with your licensure and yearly t