Front Office Supervisor

About Us

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 96k people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

We have been doing this since 1969, and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you.

• Schedule: Monday - Friday from 8:00 am-5:00 pm.

ROLE OVERVIEW and PURPOSE

The Front Office Supervisor promotes effective operations of the health center front office by supervising and training patient service representatives to schedule appointments, answer phones, and check patients in/out for appointments. This role will monitor daily front office operations to identify ways to improve services and create developmental opportunities for the team. Depending on the site or department, this role may also be responsible for overseeing call center reps and/or interpreters.

RESPONSIBILITIES

• Monitors provider schedules to ensure that appointments are scheduled according to established guidelines
• Maintains office inventory and supplies, while adhering to clinic procedures for procurement
• Monitors, reviews, and corrects reported billing errors and actions before submitting report to management
• Promotes attitudes, environments, and operational systems directed toward patient satisfaction
• Builds teams to promote and improve effective health center operations
• Oversees activities, productivity, quality and schedules for other non-clinical groups; this may be specific to individual sites
• Facilitates team trainings, including new hire orientation for new hires and volunteers
• Monitors reminder notices to patients regarding upcoming appointments
• Works with management to resolve day-to-day scheduling problems or changes
• Monitors patient demands for visit types, such as CHDP and sick
• Keeps supervisors informed of high demand visits and problems
• Maximizes filling “no shows” with walk-in patients in a timely manner, as needed
• Monitors daily cash receipts, internal control systems, and resolves discrepancies with business office
• Works with team to maximize collections within clinic guidelines; reports unresolved discrepancies to management
• Demonstrates and promotes excellent customer service skills, including professionalism, confidentiality, and proper etiquette
• Impacts patient experiences by demonstrating courteous and helpful behavior and a commitment to accuracy
• Attends manager meetings, as required
• Conducts and documents routine department meetings
• Shares accountability for overall patient health outcomes by working in coordination with care teams
• Operates to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders
• Works with management to conduct periodic audits for quality assurance and compliance
• Provides ad hoc reports to management, as needed

• Keeps team up to date with policies, procedures, and funding sources directly impacting the department

• Contributes to the success of the organization by participating in quality improvement activities

Site Specific – El Cajon (Interpreter Services and Call Center)

• Hires and trains new interpreters to ensure proficiency in Arabic and/or Spanish
• Ensures all telephone encounters and messages, including call backs which require an interpreter, are handled in a timely manner
• Conducts periodic quality assurance checks for each interpreter to ensure we are providing optimal and accurate communication to our patients
• Assists with translation of organization wide documents, signs, automated forms, text messages as requested by directors
• Oversees the Arabic call center phone queue

Supervision

• Recommends or make decisions to hire, transfer, reward, discipline or terminate employees
• Evaluates, coaches, and develops team performance by using job requirements and competency assessments
• Works with management to prepare and conduct 90-day and annual performance evaluations for all direct reports
• Assists and conducts department meetings to promote communication, assess and resolve needs, and foster teamwork with management
• Assesses training needs and promotes developmental activities
• Informs team of organizational activities and promotes mission and goals

EDUCATION/EXPERIENCE

• High school diploma/GED required
• Experience in healthcare setting preferred
• Completion of Project Leap preferred (Internals Only)
• Lead or supervisory experience preferred

ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experience with monitoring performance metrics
• Ability to function at highest level according to credentials and competency
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

Physical Requirements

• Ability to lift/carry 10 lbs./weight
• Ability to stand for long periods of time

COMPLIANCE (Safety & HIPAA)

• Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
• Maintains current knowledge of policies and procedures as they relate to safe work practices
• Follows all safety procedures and report unsafe conditions
• Uses appropriate body mechanics to ensure an injury free environment
• Familiarity with location of nearest fire extinguisher and emergency exits
• Follows all infection control procedures including blood-borne pathogen protocols
• Maintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes
• Complies with all regulations regarding corporate integrity and security obligations
• Reports all behavior and/or activity that are unethical, fraudulent, or unlawful

Neighborhood Healthcare offers a generous benefit plan that includes: Partially company paid Medical, Dental, and Vision Plans. Two plus weeks of vacation, Nine Holidays including two Floating Holidays of your choosing, Sick/Personal time, Volunteer Time Off (VTO), 403b Retirement plan (similar to a 401k), optional Health and Wellness events, and much more!

Pay range: $$73,500.00 to $104,400.00, depending on experience and additional qualifications.

Compensation Disclosure:

The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs.