Front Desk Manager, Full Time, Prescott, AZ

The Front Desk Manager will perform all functions necessary to maintain the efficient workflow of all front desk receptionist duties.

Essential Duties & Responsibilities:

• Front Desk Specific:
  • Demonstrate and maintain a working knowledge of customer service principles and departmental expectations regarding customer service and treat all patients and colleagues with dignity and respect.
  • Demonstrate and maintain a working knowledge of effective interpersonal skills while using open communication between all departments to cultivate a team environment.
  • Communicate professionally and effectively with patients, visitors, and vendors.
  • Ability to handle a fast-paced environment professionally and with poise.
  • Stand and greet all patients and visitors in a friendly, courteous, and professional manner. 
  • Maintain confidentiality and observe HIPAA compliance.
  • Register Emergency Room, Direct Admission, and Outpatient Service patients in a timely and concierge manner in accordance with EMTALA compliance.
  • Obtain all necessary patient demographics, financial information, patient consents, and additional forms.
  • Identify insurance plans, verify benefits, and perform Admission Notifications and Authorizations for admissions and outpatient services.
  • Explanation of benefits and upfront collections of ER Copayments, Deductibles, and self-pay totals.
  • Processing payments and regular communication with the Central billing Office to resolve errors.
  • Perform patient status changes as clinical staff directs.
  • Maintaining patient charts, including creating files, scanning documents into the EMR, auditing charts for completeness, filing, shifting, and occasional shredding.
  • Answer, screen, and direct incoming phone calls.
  • Facilitate deposits and cash reconciliations during shift change.
  • Maintain with accuracy all spreadsheets, and patient logs.
  • Participate in performance improvement activities as necessary and other duties as assigned.
• Management Specific:
  • Follow approved policies and procedures and adhere to concierge concepts to ensure patients have the best experience possible.
  • Lead by example and show Front Desk staff the proper etiquette and treatment of other managers, clinical and non-clinical staff members of all departments, patients, visitors, and vendors in a respectful manner in person or over the phone. 
  • Adjust, correct, and redirect me and my department for the greater good of the hospital and staff.
  • Under the direction of the CNO and the Director of Registration, interview, hire, train, and provide performance feedback and intervention for all Front Desk staff.
  • Ensure Front Desk staff is trained and annual competencies are complete.
  • Monitor and oversee the performance of the Front Desk staff, ensuring complete and accurate patient registrations in compliance with hospital and regulatory standards, including customer service, financial counseling, and collections.
  • Maintain an open-door policy, valuing my employees’ opinions. Be approachable and receptive to employees' questions, comments, or concerns. 
  • Work collaboratively with other departments to resolve issues or errors.
  • Observe Front Desk staff on different shifts and days to ensure all policies and procedures are followed. 
  • Run and reconcile Front Desk reports daily and monthly.
  • Verify and reconcile all spreadsheets, folders, drives, and logs are complete daily and monthly.
  • Complete daily, weekly, and monthly reports for Quality Assurance and Performance Improvement regulations.
  • Continually provide staff direction and education based on my reporting and review findings. 
  • Schedule and direct monthly meetings with Front Desk staff to discuss, educate, and implement new policies and procedures. 
  • Promptly maintain, complete, and post the Front Office schedule for staff, including the holiday schedule.

• Responsible for Front Office duties when coverage cannot be found.
• Maintains employee department files and provides timely feedback to other departments and staff.
• Resolves Intradepartmental conflict and professionally handles patients’ complaints and concerns with the Registration Staff and Process.
• Performs other duties as assigned.

Qualifications:

• High school diploma or equivalent
• Exceptional customer service experience
• One year of customer-centric supervisory or leadership experience (preferred)
• Requires excellent computer and data entry skills, including 10-key by touch and the ability to accurately type 30 words per minute.
• Proficient conflict resolution skills
• Two years of working knowledge of insurance identification and terminology