Front Desk Manager – Healthcare

The Bedford-Stuyvesant Family Health Center (BSFHC) is a Federally Qualified Health Center (FQHC) that serves all of the primary health care needs of families in the heart of North and Central Brooklyn for over 40 years. Our mission is to provide the most professional, courteous and highest quality health care, with dignity, to those we serve, especially the undeserved population, without regard for ability to pay.

We are seeking a Front Desk Manager responsible for managing the day-to-day operations of the front desk, call center, and patient management teams to ensure a seamless patient experience.

ESSENTIAL JOB RESPONSIBILITIES AND DUTIES:

Duties and Responsibilities include but not limited to:

Under the direction of the Operations Director, the Front Desk Manager oversees and coordinates front desk operations, patient access services, and related administrative functions to ensure operational efficiency, exceptional customer service, and an optimal patient experience.

Front Desk

• Oversee the overall supervision and management of front desk functions
• Familiarize with front desk functions to be able to provide coverage as needed
• Manage staff’s performance. Hire, Train and manage staff
• Create employee schedule (Annual Leave, Scheduled day’s off, Saturday schedules) and distributing to staff.
• Monitor Time and Attendance daily, making sure all employees have punched in and out for their required shifts.
• Ensuring staff work within their allocated working hours and not work over their contracted hours. Ensuring approval is received from Senior Staff should extra hours be required.
• Manage patient flow by monitoring wait time, cleanliness, and staff performance.
• Keep an open line of communication with Senior Management (report any office-related issues, employee behavior, etc.) Daily email to Senior Staff informing of any staff absences. Maintain a positive environment where Providers and staff all work together professionally.
• Liaise closely with Human Resources to maintain office policies as necessary and to evaluate and manage staff performance.
• Ensure staff are kept neat and clean, with staff in proper attire (including name badge) and comply with all front desk responsibilities and mandatory required training. Ensure all office staff are working at their optimum and providing adequate guidance.
• Handle all patients’ complaints over the phone and in person, resolve with necessary staff or direct to appropriate department heads.
• Attend monthly QI/Risk Management meetings to work and improve quality and assess in regard to front desk.
• Schedules patient appointments. Reach out to patients with appointment inquiries via website, overnight message center and monitor patient portal activity. Verifies accuracy of patient insurance and demographic information.
• Close working relationship with management and patient navigators to ensure web registration and improve kiosk usage.
• Oversee front office collection of co-payments and balance daily deposits.
• Performs other related duties as assigned by supervisor or management

EDUCATION/EXPERIENCE REQUIREMENTS:

• Associates Degree; Bachelor’s degree preferred
• Three years experience in health administration including two years experience in a clinic environment.

Other Related Skills/Experience and requirements:

• Excellent with Microsoft Word, Excel Spreadsheet, and other computer applications and information systems.
• Knowledge of eClinicalWorks (eCW) system and electronic health record
• Experience working with disadvantaged populations helpful and knowledge of health disparities highly desired.

Salary: $55,000 and based on experience

Benefits Overview: We offer attractive compensation with comprehensive benefits including: Medical, 401k Retirement Plan with discretionary Match, Free Life Insurance and Long-Term Disability, Transportation Plan, Generous Paid Vacations and Holidays.

BSFHC IS AN EQUAL OPPORTUNITY EMPLOYER