Patient Experience Specialist Supervisor

3 weeks ago

Ogden, United States Ogden Clinic Full time
GENERAL RESPONSIBILITIES:

  1. Provide professional and courteous service to all “customers” of Ogden Clinic. Customers include all Ogden Clinic patients, affiliates, providers, administration, employees, co-workers, insurance company representatives, and all other vendor representatives.
  2. Meet behavioral expectations and support the dignity of all persons. Also, responsible for the stewardship of resources.
  3. Ensure applicable regulatory requirements are complied with and follow guidelines that maintain safety for oneself, patients, visitors, and co-workers.
  4. Study, understand, and adhere to all Clinic Policies and Procedures and OSHA guidelines.
ESSENTIAL JOB FUNCTIONS:
  1. Oversee daily activities of registration specialists.
  2. Manage all cash received by Patient Experience Specialists
  3. Manage coverage and staffing issues for all applicable personnel.
  4. Schedule and facilitate routine training sessions for all registration specialists; take notes and distribute to the participants.
  5. Assist in yearly performance evaluations.
  6. Assist in hiring and documentation regarding the discipline of employees
  7. Develop tools to improve communication such as memorandums, etc.
  8. Manage miscellaneous paperwork, flyers, brochures, posters, etc.
  9. Distribute information to employees and providers.
  10. Assist with staff meetings.
  11. Assist with patient complaints.
  12. Greet and direct patients in a timely and professional manner.
  13. Review electronic medical record for demographic information with accuracy and completeness.
  14. Gather all patient demographic information and ensure accurate entry into the computer system.
  15. Scan insurance cards and Drivers Licenses into electronic medical records (EMR) for billing purposes.
  16. Collect ALL applicable co-payments.
  17. Ensure cleanliness and order at all reception desks and waiting areas.
  18. Prepare and reconcile daily deposit, ensuring its safe deposit in the drop safe.
  19. Attend team meetings and team training sessions as scheduled.
  20. Timely arrival for all scheduled work shifts. Employees must call prior to the start of shift to inform manager if they cannot report.
  21. After 90 day training period, employee will achieve 95% or better on monthly quality assurance (QA).
  22. After 90 day training period, employee will collect $500 or more on Collection Manager Report (CMR) balances monthly for full-time employees and $250 or more on CMR balances monthly for part-time employees. On-call employees are exempt from this program.
  23. After 90 day training period, employee will receive no more than 1 kickback a month.
  24. After 90 day training period, employee will update at least 95% of checked-in patients’ information.
OTHER DUTIES:
  1. Additional responsibilities and tasks as assigned by the Practice Administrator.
  2. Maintain confidentiality of patient records and employee/co-worker information.
QUALIFICATIONS:
  1. EDUCATION: High School Diploma or general education degree (GED).
  2. LANGUAGE: Proficient in reading and interpreting documents such as safety rules, operating and maintenance instructions, and procedure manuals. Able to write routine reports and correspondence and speak effectively before groups of customers or employees.
  3. Mathematical skills: Able to add, subtract, multiply, and divide simple equations.
  4. Reasoning skills: Able to apply common sense understanding to carry out instructions in written, oral, or diagram form. Also able to deal with problems involving several concrete variables in standardized situations.
  5. Vision requirements: able to adjust focus.
  6. Effectively manage multiple tasks simultaneously with frequent interruptions.
  7. Computer knowledge with experience in basic word processing required.
  8. General office equipment and procedure knowledge required.
  9. Working knowledge of HIPAA and Utah laws for ROI preferred but not required.
CHARACTERISTICS:
  1. Must maintain a positive “can-do” attitude.
  2. Must effectively participate as a team member with the department and its practices.
  3. Must protect confidential information, records, and/or reports.
  4. Must communicate effectively in a professional and courteous manner.
  5. Must have good organizational skills.
ENVIRONMENTAL FACTORS:
  1. Requires prolonged sitting, continual use of a keyboard and mouse, and looking at a computer screen.
  2. Requires some bending, stooping, lifting, and stretching for files and supplies.
  3. Requires manual dexterity sufficient to operate a keyboard and other office equipment.
  4. Must possess all physical abilities necessary to perform the job.
  5. Noise level is moderate with constant conversations, computers, printers, telephones, etc.


DISCLAIMER CLAUSE:

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

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