Front Desk Supervisor, Physical Therapy
4 weeks ago
Minimum Requirements:
- Education: High school diploma or equivalent required.
- Experience: 3 year administration or customer service experience required, in a medical environment is preferred.
- Leadership: 1 year experience in a leadership role such as a Supervisor or Manager in a customer service environment.
- Skills: Excellent verbal, written, and electronic communication skills, very proficient with computers, and an ability to work in a fast-paced environment.
- Available to work FULL TIME, M-F, 40 hours per week.
Daily Responsibilities:
Our front desk staff in the physical therapy department works in a fast-paced, very busy environment. They are often required to multi-task by answering phones, checking in patients and communicating with therapists, all while providing excellent customer service and being detailed oriented to ensure accuracy of information. We utilize Epic EMR for scheduling and checking in patients. Our staff must be excellent with computers and able to consistently follow multi-step commands in order to appropriately check in, schedule and manage patient's charts.
Duties Include:
- Lead by example by modeling the expectations of being on time, demonstrating professionalism, maintaining a positive and respectful attitude and engaging in collaborative communication.
- Greet patients in a prompt, friendly and helpful manner with a positive attitude.
- Answer phones in a timely manner, listening to voicemail and returning calls promptly.
- Make sure patients are checked in and with the therapist in time for their appointments.
- Schedule new and return patients while following proper protocols to ensure accuracy.
- Continuously work with the therapists and patients to fill openings in the schedule to maximize patient care and efficiency.
- Manage the look and flow of the front office areas and patient waiting areas to ensure a professional look and positive patient experience.
- Maintain and updates current patient information, including insurance information, patient balances and co-pays.
- Inform patients of co-pays and outstanding balances and collect payments appropriately.
- Maintain HIPPA compliance and company policies.
- Communicate effectively with other departments to ensure a streamlined process for patient care.
- Plan staff schedules across multiple locations to ensure proper coverage during operating hours.
- Travel to other office locations to provide onsite support, hold meetings, train and evaluate staff.
- Evaluate and seek to create and improve department processes and procedures and collaborate with management for implementation.
- Supervise and support front desk staff including interviewing, hiring, training, evaluating and maintaining accountability.
A successful candidate:
- Assumes accountability and responsibility for his/her own work performance
- Maintains a consistent work schedule, being on time and without frequent absences.
- Demonstrates flexibility in new situations
- Handles emergencies in a calm and competent manner.
- Accepts constructive criticism and benefits from the same
- Demonstrates a willingness to perform additional tasks and gives assistance when necessary
- Performs other duties as assigned by administration
- Adheres to operating dress code; neat personal appearance.
- Maintains good rapport with fellow employees and providers
- Performs his/her duties in a professional and pleasant manner
- Promotes positive customer relations for the clinic:
- Maintains good rapport with patients, visitors, therapists, and vendors
- Provides excellent customer service to patients and their family members at all times
- Able to multitask in a fast-paced environment
- Ability to prioritize tasks and focus on task completion
- Demonstrate attention to detail and perform tasks accurately based on given processes and protocols
Behaviors Dedicated - Devoted to a task or purpose with loyalty or integrity
Team Player - Works well as a member of a group
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
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