Front Desk Manager

Company Description:

Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community.

Our mission is rooted in delivering high-quality patient care, encompassing primary healthcare, mental health support, and dental services. We are committed to ensuring equitable access to essential healthcare services for every member of our community, irrespective of financial status, language proficiency, sexual orientation, cultural background, living situation, or insurance coverage.

Job Summary:

The Front Desk Manager is responsible for leading the front desk operations across all Axis sites. This role ensures that the front desk is always staffed, services are provided professionally, and emphasizes excellent customer service. The Front Desk Manager will train and onboard front desk receptionists, resolve patient issues, and oversee various administrative tasks to ensure smooth and efficient front desk operations. This position oversees and supervises all front desk receptionists at Axis.

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Qualifications:

Bachelor's degree in related field, or a combination of related education and experience.

Minimum of two (2) years of experience as a supervisor or manager in a healthcare setting.

Knowledge of government reimbursement regulations and requirements, specifically Medi-Cal, Medicare, and Covered California health plan.

General knowledge of accounting practices and procedures and how they affect reimbursement from third party payors.

Managerial experience and expertise with strong leadership, planning, organizing, delegating and supervisory skills.

Ability to organize and convene meetings. Utilize project management skills to carry projects, tasks, and decisions forward successfully.

Ability to interact effectively and professionally with people of all backgrounds and maintain effective relationships with staff, patients, public and external agencies.

Must be able to act calmly and effectively in a fast-paced environment.

Ability to research and prepare reports or other correspondence as required.

Proficient in EPIC, Tableau, SharePoint, Teams & Care Message preferred.

Bilingual English/Spanish preferred, but not required.

Excellent organizational and problem-solving skills.

Knowledge of HIPAA (Health Insurance Portability and Accountability) regulations and risk management practices.

Experience with quality improvement initiatives.

Strong analytical, employee relations, and excellent interpersonal skills.

Excellent writing, business communication, editing, and proofreading skills.

Ability to interact effectively and in a supportive manner with persons of all backgrounds.

Proactive, self-motivated and able to work independently as well as on a team with the ability to exercise sound independent judgment.

Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.

Ability to establish and maintain positive and professional working relationships.

Must be able to adjust priorities quickly as circumstances dictate.

Must be able to be at work regularly and on time.

Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.

A can-do attitude, with attention to detail.

Ability to type a minimum of 35 WPM with minimal errors.

Must have good computer skills using Microsoft Office and the ability to use Axis departmental systems.

Must be able to use office equipment (i.e. copier, fax, etc.).

Essential Duties/Responsibilities:

Provide leadership and guidance to front desk receptionists, fostering a professional and customer-focused environment.

Directly supervise the front desk receptionists and front desk leads to include hiring, employee performance reviews and disciplinary actions, as needed.

Ensure front desks are adequately staffed at all times.

In partnership with the I.S. department and front desk leads, train, and onboard front desk receptionists, ensuring their success.

Meet department specific key performance indicators as they relate to quality improvement, productivity, patient, and staff satisfaction.

Ensure all front desk operations across all Axis sites are aligned and standardized.

Collaborate with the Compliance Department and the Site Managers to mitigate HIPAA breaches and ensure prevention strategies are in place.

Monitor team performance and provide ongoing training to maintain high standards of service.

De-escalate and resolve patient issues, grievances, and inquiries as necessary.

Generate reports to monitor department performance.

Develop plans and strategies for on-going patient outreach for recalls and closures of care gaps.

Ensure all patients and clients receive excellent customer services.

Oversee front desk check-in activities and workflows which include patient registration, collection of payment, and documentation of check-in procedures within the EPIC EMR system.

Lead front desk agency-wide operations projects and implementations.

Participate in audits and in collaboration with the Site Managers, conduct mock audits to ensure on-going compliance.

Actively participate in Change Management and the Quality Enhancement Committee.

Partner with the Billing Department to ensure billing workflow and data capture are in accordance with Axis protocols.

Serve as the Front Desk EPIC Super-user for system enhancement packs and upgrades.

Oversee activities in the waiting room areas, working with the Facilities Department to ensure that they are safe, clean, and client/patient friendly.

Participate in staff meetings, and attend other meetings and training events as assigned.

May be required to perform other related duties, responsibilities, and special projects as assigned.

Benefits:

Employer paid health, dental, and vision benefits to the employee.

Option to participate in a 403(B) retirement plan with employer matching contribution.

Partial educational reimbursement.

12 paid holidays.

Accrued paid time off with each pay period.

Employee discount programs.

Connect with Axis:

Company Page: https://www.axishealth.org

Facebook: https://www.facebook.com/axiscommunityhealth

LinkedIn: https://www.linkedin.com/company/axis-community-health

Annual Gratitude Report:https://issuu.com/axiscommunityhealth/docs/gratitudereport2024

Physical Demands and Working Conditions:

Work is normally performed in a typical clinic office work environment (and, in some cases, telecommuting sites). The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions of this position if the accommodation request does not cause an undue hardship.

Physical: Occasionally required to carry/lift/push/pull/move up to 20lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, reaching over the shoulder, reaching over the head, reaching outward, sitting, walking on various surfaces, standing, and bending. Occasional travel to other Axis health centers and other occasional travel will be required.

Equipment: Frequently required to use repetitive motion of hands and feet to operate a computer keyboard, telephone, copier, and other office equipment for extended periods.

Sensory: Frequently required to read documents, written reports, and signage. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff etc. Must be able to speak clearly, understand normal communication, and be understood. Must be able to see clearly and have the ability to judge distances and spatial relationships to see objects where and as they actually are.

Cognitive: Must be able to analyze the information being received, count accurately, concentrate and focus on the given task, summarize the information being received, accurately interpret written data, synthesize information from multiple sources, write summaries as needed, interpret written or verbal instructions, and recognize social or professional behavioral cues.

Environmental Conditions: Frequent exposure to varied office (medical clinic/office) environments. Rare exposure to dust and loud noises.

EQUAL EMPLOYMENT OPPORTUNITY

Axis Community Health is committed to creating a diverse work environment and is proud to be an equal-opportunity employer. All qualified applicants and employees will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws. If you are an individual with a disability and require a reasonable accommodation, please contact HR@axishealth.org for assistance.

Disclaimer: This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, Axis Community Health reserves the right to modify or change the requirements of the job based on business necessity.

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