Front Desk Supervisor

ESSENTIAL JOB
DUTIES/RESPONSIBILITIES:

• Leads
  a team of Care Facilitators and other front desk staff. Supervisory
  tasks included but not limited to setting performance goals,
  developing top talent, and implementing progressive improvements
  when
  needed.

Engagement
and
Development:

• I nstills
  ChenMed values and behaviors
• Builds culture and
  strong engagement
• Promotes team member
  retention
• Provides clear onboarding
  expectations
• Promotes team member development
  and retention by performing regular facilitated coaching and
  leadership rounding with front desk team
  members

Operational
Excellence:

• Consistently
  executes the core model and follows the Center Playbook
  procedures
• Exhibits a strong understanding of
  the importance of adhering to core model execution by leading
  engagement and development, operational excellence and scheduling
  optimization
• Understands philosophy of patient
  flow metrics and efficiencies and shares the desired outcomes with
  all front desk team members
• Maintains focus on
  patient retention and positive customer experience and is available
  and accessible to both team members and
  patients

Scheduling
Optimization:

• Adheres
  to enterprise scheduling templates and ensures 100% of patients are
  assigned and scheduled
• Top 40 and risk score
  70+ patients scheduled at least bi-weekly
• IP/ER
  discharge follow-up scheduled immediately with daily
  follow-up
  • Partners with growth team to ensure
    THV-EE and CMAP scheduling is 100%
    completed
• Ensures
  care facilitators have the resources needed and clearly defined
  priorities readily available to them to promote daily
  success.
• As supervisor, serves as a primary
  contributor in hiring and selection of Care Facilitators and other
  front desk staff.

• The Care Facilitator
  Supervisor, functioning under the supervision and guidance of the
  Center Operations Director and/or Clinical Dyad leader, is
  responsible for organizing and directing the work of the front desk
  staff, coordinating staff activities and schedules to ensure
  effective patient care services are provided, and ensuring quality
  standards are met. Trains, guides and supports Care Facilitators to
  ensure organizational front desk standards are met and that they
  have the tools and resources they need to effectively perform their
  duties. Leads front office center operations including, quality,
  compliance, human resources, patient experience, and direct
  supervision of employees. Leads the VIP customer experience from
  center entry to exit by ensuring our patients and their family
  members have a pleasant and memorable experience every visit and
  with every interaction. Establishes and maintains strong
  professional relationships with internal work partners and external
  customers; and through strict adherence of established center
  guidelines and standards provides the best solutions and options
  for our patients in support of the overall center
  experience.

  ESSENTIAL
  JOB
  DUTIES/RESPONSIBILITIES:

• Leads
  a team of Care Facilitators and other front desk staff. Supervisory
  tasks included but not limited to setting performance goals,
  developing top talent, and implementing progressive improvements
  when
  needed.

• Engagement
  and
  Development:

• I nstills
  ChenMed values and behaviors
• Builds culture and
  strong engagement
• Promotes team member
  retention
• Provides clear onboarding
  expectations
• Promotes team member development
  and retention by performing regular facilitated coaching and
  leadership rounding with front desk team
  members

• Operational
  Excellence:

• Consistently
  executes the core model and follows the Center Playbook
  procedures
• Exhibits a strong understanding of
  the importance of adhering to core model execution by leading
  engagement and development, operational excellence and scheduling
  optimization
• Understands philosophy of patient
  flow metrics and efficiencies and shares the desired outcomes with
  all front desk team members
• Maintains focus on
  patient retention and positive customer experience and is available
  and accessible to both team members and
  patients

• Scheduling
  Optimization:

• Adheres
  to enterprise scheduling templates and ensures 100% of patients are
  assigned and scheduled
• Top 40 and risk score
  70+ patients scheduled at least bi-weekly
• IP/ER
  discharge follow-up scheduled immediately with daily
  follow-up
  • Partners with growth team to ensure
    THV-EE and CMAP scheduling is 100%
    completed
• Ensures
  care facilitators have the resources needed and clearly defined
  priorities readily available to them to promote daily
  success.
• As supervisor, serves as a primary
  contributor in hiring and selection of Care Facilitators and other
  front desk staff.
• Ensures OSHA, clinical and
  quality standards of ChenMed are met by monitoring performance and
  implementing corrective
• action plans when
  needed.
• Serves as first point of contact and
  resolution for escalated patient
  issues/concerns/disputes.
• Supports
  PCP scheduling by ensuring appropriate blocks are in place and
  double/over/under booking does not occur. Ensure scheduling gaps
  are attended to and closed in a timely
  manner.
• Reviews ENS notifications and ensure
  patients receive follow up from their Care
  Teams.
• Examines medical release forms for
  accuracy and PCP sign off prior to release of medical records.
  Ensures the e-fax folder is routinely checked and that documents
  received are correctly uploaded and
  indexed.
• Reviews phone messages to ensure
  proper and timely routing and follow-up. Ensures after hours
  messages from patients are recorded in the patient's medical record
  and followed up on by the appropriate
  discipline.
• Troubleshoots Dashboard, phone, and
  computer issues.
• Orders office and other needed
  supplies to ensure the Center is properly inventoried, stocked and
  maintained.

• Other
  responsibilities may include:

• Fills in for
  Care Facilitator as needed for scheduled and unscheduled
  absences.
• Cover various Front Desk tasks and
  duties in line with business needs
• Supports the
  patient VIP experience by assisting with new patient paperwork and
  supporting New Patient Welcome and
  Tours.
• Performs other duties as assigned and
  modified at manager's
  discretion.
• KNOWLEDGE,
  SKILLS AND ABILITIES:
• Strong
  business acumen and acuity
• Good knowledge and
  understanding of general Operations standards, functions, methods,
  techniques, practices, processes and
  procedures
• Understanding of regulatory
  standards, various local, state and federal laws that apply to the
  business and where to find information on standards and
  interpretations
• Excellent critical reasoning,
  decision-making, and problem-solving skills to analyze situations,
  determine risks, and find solutions to prevent future issues and
  resolve recurring defects
• Strong organizational
  skills and attention to details to handle multiple tasks, short
  deadlines, frequent interruptions, and shifting priorities in
  support of changing company objectives
• Strong
  leadership, training, written and verbal communication, and
  interpersonal and presentation skills to drive
  results
• Working knowledge of medical insurance
  and/or knowledge of electronic medical record EMR
  systems
• Skilled in operating phones, personal
  computers, software and other basic IT
  systems
• Ability to communicate with employees,
  patients and other individuals with a professional and courteous
  manner disposition
• Proficient in Microsoft
  Office Suite products including Word, Excel, PowerPoint and
  Outlook, plus a variety of other word-processing, spreadsheet,
  database, e-mail and presentation
  software
• Ability and willingness to travel
  locally, regionally and nationwide up to 10% of
  the time
• Spoken and written fluency in
  English

EDUCATION
AND EXPERIENCE
CRITERIA:

• High
  school diploma or GED equivalent
  required
• Ability to lead and coach teams to
  drive positive outcomes and excellence
• Some
  college coursework preferred
• A minimum of 3
  years' work experience in a medical facility
  required

BLS for Healthcare Providers
certification desired

PAY
RANGE:

$19.6 - $27.99
Hourly

EMPLOYEE
BENEFITS

>

We're
ChenMed and we're transforming healthcare for seniors and changing
America's healthcare for the better.  Family-owned and
physician-led, our unique approach allows us to improve the health
and well-being of the populations we serve. We're growing rapidly
as we seek to rescue more and more seniors from inadequate health
care. 


ChenMed
is changing lives for the people we serve and the people we
hire.  With great compensation, comprehensive benefits, career
development and advancement opportunities and so much more, our
employees enjoy great work-life balance and opportunities to
grow.  Join our team who make a difference in people's lives
every single
day.

Current
Employee apply >target="_blank">HERE

Current
Contingent Worker please see job aid >target="_blank">HERE to
apply

#LI-Onsite