Front Office Supervisor

Description

Salud Para La Gente (SALUD) provides high quality, comprehensive and cost-effective healthcare to underserved low-income communities in the Monterey Bay area, including Santa Cruz County and North Monterey County. We began in Watsonville 1978 as a storefront “free clinic,” and with the ever growing need for health services, in 1992 we became a federally qualified community health center (FQHC). Today we are a primary health care network with 11 clinic sites, over 400 employees and continue to provide high quality services to patients of all ages.

We are seeking a dynamic, organized and detail-oriented Front Office Supervisor. Under the direction of the Front Office Manager, the Front Office Supervisor provides direct supervision of all Patient Service Coordinators. The Front Office Supervisor ensures effective and efficient running of the front desk, including patient check-in, registration and enrollment across all clinic sites, ensuring excellent customer service and patient satisfaction. Works with Front Office Manager to establish best practices and implements workflow and systems improvements. Ensures compliance with organizational policies/procedures, as well as local, state, and federal regulations and programs.

This position supports the organization's mission, vision, and values through excellence and competence, collaboration, innovation, respect, commitment to our community, and accountability and ownership.  

DUTIES AND RESPONSIBILITIES:

1. Consistently adhere to and/or exceed SPLG’s communication guidelines and expectations with internal and external customers including co-workers, patients, and external partners. 
2. Communicate effectively by using welcoming words, proper tone of voice, appropriate body language, eye contact and smiling in all interactions. Listen skillfully and display a willingness and ability to acknowledge patient and co-workers’ needs, expectations and values through the use of reflective listening and empathy conveyance. Respond to co-worker and patient needs in ways that are helpful and beyond expectation.
3. Performs all functions of a Patient Service Coordinator.
4. Supervises the front office and all Patient Service Coordinators across departments and clinic locations in conjunction with the Front Office Manager.
5. In partnership with the Front Office Manager, designs and implements workflows and trainings for all PSCs as well as other affected departments.
6. Ensures consistent workflows and practices are followed by front office staff across clinic locations, including but not limited to patient registration and program eligibility/coverage to maximize revenue, appointment scheduling and confirmation.
7. Supports and monitors successful patient check-in and registration; front office forms completed, insurance eligibility screened, income verified for all relevant visits.
8. Serves as liaison between Front Office Manager, front office staff, and other departments. Communicates updates and information to Front Office staff and other relevant parties.
9. Monitors staff skills maintenance and training. Works with Front Office Manager to respond to staffing needs and performance as warranted.
10. Ensures the protection of confidential patient information.
11. Researches and resolves patient payment issues, including reversing charges, applying payments, and monitoring daily staff journals. 
12. Provides information about programs and services to patients and the community.
13. Researches and resolves patient dissatisfaction, including hearing patient complaints and grievances and identifying solutions and next steps.
14. In conjunction with the Front Office Manager, serves as a liaison for patients and community partners.
15. Ensures a welcoming and comfortable environment for both patients and staff, including an environment that is clean, safe and harassment-free.
16. Monitors the performance of staff; assists in conducting annual performance reviews and documenting employee performance issues. 
17. Participates in team meetings and committees as requested.
18. Coordinates special projects and events.
19. Performs other duties as assigned

Requirements

MINIMUM QUALIFICATIONS:

• At least 3-5 years of customer service experience in healthcare industry, leadership experience required
• Bilingual in Spanish/English highly desired
• Excellent communication skills and excels in working in teams
• Experience in training employees, both orienting new employees as well as providing ongoing training
• Proficient in Microsoft Office and healthcare practice management systems

PHYSICAL DEMANDS:

• Standing, walking, sitting, typing, reaching, bending, moving and/or lifting up to 25 pounds.

SALARY AND BENEFITS:

Salary scale: $73,859.57 - $89,776.77 a year

Benefits: Available to all regular Salud employees working 24+ hours per week. 

• Medical, Dental, Vision, and Life Insurance Plans at no cost to employee
• Paid Time Off (PTO)
• Paid Holidays: 13.5 per year
• 401(k) Retirement Plan with employer contribution
• Voluntary Long-Term Disability

**Salud is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Salud is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact the Salud Human Resources Department, [831-728-8250, and [email protected]].**