Front Desk & Operations 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 & Operations Manager to manage the day-to-day functions of the operations units such as front desk, call center, patients managment, and projects management.

 

ESSENTIAL JOB RESPONSIBLITIES AND DUTIES:

Duties and Responsibilities include but not limited to:

Under the direction of the Chief Executive Officer, execute the planning, directing and coordinating operations, front desk and projects activities and management to ensure the center’s operations effectiveness.

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

Projects Management

• Project Management: Planning and Execution: Develop detailed project plans, define project scopes, and set deadlines to ensure timely delivery of projects. Tactically plan, execute, monitor, and close all projects particularly those involving healthcare. Manage and coordinate the full project life cycle with the stakeholders including gathering requirements, creation of project plans and schedules, obtaining and managing resources, and facilitating project execution, deployment and closure
• Performance Monitoring, Tracking & Documentation: Establish timelines and milestones to ensure deadlines are met. Monitor all projects schedule and document outcomes and requirements to assure regulatory and internal compliance prepare status reports, and present findings to senior management.
• Communication: Works collaboratively with Management and teams to achieve company targets and goals on projects Provide regular updates to project sponsors, stakeholders, and team members. Maintain clear documentation and status reports
• Team Coordination and Management: Collaborate with various departments and stakeholders to ensure smooth project execution and address any issues that arise.
• Process Improvement: Identify opportunities for process enhancements and implement best practices to improve project efficiency.
• Quality & Compliance: Ensure project outcomes comply with BSFHC’s policies, healthcare regulations, IT security policies, and internal quality standards. Ensure company compliance in accordance with government and funders contractual obligations and operational standards of operation.
• Tracking & Documentation: Establish timelines and milestones to ensure deadlines are met. Monitor all projects schedule  and document outcomes and requirements to assure regulatory and internal compliance

Operations:

• Ensures the site consistently operates in high quality manner to ensure steady workflow
• Provides weekly managerial reports on location progress
• Monitors office policies and procedures and ensure compliance
• Ensures compliance with current healthcare regulations, medical laws and ethics
• Reports all necessary and/or unusual occurrences in accordance with established policies and procedures

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