Job Summary: The Front Office Manager is responsible for the day-to-day oversight of business and practice management, as well as the daily processing of patient information.  Excellent oral and written communication skills are required.  Supervisory skills are a must.  The Front Office Manager reports to the Director of Front Office Operations.

Essential Duties and Responsibilities: 

•    Responsible for opening and closing of center per shift requirements.

•    Responsible for seeing that mail is received, distributed, and answered in a timely manner.

•    Responsible for daily operations of accounts receivable including daily batch processing and deposits.

•    Reconcile daily batch totals payment information.

•    Conduct self in a professional manner and propagate professionalism among other site staff.

•    Coordinate and maintain the provider schedules to most effectively service patients and allow access.

•    Establish and maintain staff schedules.

•    Coordinate sufficient staffing for patient flow, including scheduling around vacations and sick time.

•    Order supplies and maintain supply and equipment inventory required for operation of the health center.

•    Coordinate with other Valley Health sites to provide efficient care.

•    Check invoices and verify bills and other obligations of the center and forward them to accounts payable.

•    Oversee patient/staff relations including: handle complaints, ensure customer satisfaction, and relay appropriate comments to administration.

•    Continuously strive to improve efficiencies and develop the health center.

•    Serve as a liaison to the operations team concerning the site.

•    Provide general supervision of office staff and clinical staff, jointly with the clinical manager.

•    Responsible for services provided by general office staff.  Includes patient flow, time management, patient courtesy, etc.

•    Responsible for services provided by adjunct service staff.  (Security, housekeeping, etc.)  Includes:  time management, professionalism, patient courtesy, supplies, reliability, thoroughness of work, etc.

•    Uphold Valley Health policies and procedures and personnel guidelines.

•    Schedule maintenance services for the site to ensure a safe and sanitary environment for providing healthcare.

•    Knowledge of word processing and other computer applications, managing files and patient records, and other clerical duties.

•    Communicate maintenance/capital needs for site to Health Center Oversight team.  For example, furniture, copier, lawn care etc.

•    Maintain an attractive, pleasant environment at the site.

•    Maintain compliance with the organization’s confidentiality policy in accordance to the Health Insurance Portability and Accountability Act (HIPAA).

•    Acknowledges the importance of a team approach when providing patient care.

•    Assist in care coordination which may include obtaining records and communication with various entities including but not limited to community organizations, health plans, facilities and specialists. 

•    Proactively address needs of the patients and families through the concept of population management. 

•    Effectively communicate with all patients with specific attention to the vulnerable patient population. 

•    Develop good rapport with staff.

•    Convey a professional and positive image and attitude regarding the health center and organization.

•    Obtain prior authorization for procedures and testing as required by various insurance plans. 

•    Actively participate in the medical home care team which is comprised of clinical and non-clinical staff working together towards a common goal: delivering quality care to our patients. 

•    Communicate and coordinate effectively with all members of the care team.

•    Provide self-management support in the form of patient coaching and motivational interviewing when appropriate.

•    Participate in the interview/hiring and orientation process of future staff.

•    Delegate responsibilities as appropriate.

•    Perform other duties as assigned.

Education and/or Work Experience Requirements: 

•    A high school diploma or equivalent. 

•    Two or more years experience desirable in insurance billing, clinic office work, etc.

•    Good organization, collaboration, and motivational skills. 

•    Supervisory skills.

Physical Requirements/Working Conditions: 

•    Work is sedentary in nature; however, the ability to stand and/or walk for periods of one hour intervals; stooping, bending, reaching, lifting approximately 25 pounds is required. 

•    Position requires manual dexterity for operating standard office equipment. 

•    Hearing must be within range of normal human conversation. 

•    Position requires the ability to maintain concentration and attention to detail for long periods of time in order to maintain accurate records pertaining to patient and/or account information.

•    Position functions within a normal office environment.