Supervisor, Front Desk

Front Desk Supervisor II will provide direct supervision to front desk specialists. Provide coordination of front desk staff and responsibilities to ensure consistent workflows and processes. Responsible for establishing with each staff member a culture of excellence and a continuous process improvement plan for each desk in order to optimize coverage, customer service, client registration and eligibility, and EHR accurate data entry. Maximize collections on program service billing and ensure accurate and timely collection of fees. Ensure applicable policies and procedures are in place, and that staff are trained and following business practices accordingly.

1. Employee Supervision and Staffing

A. Supervise and manage Front Desk staff in accordance with the agency's policies and procedures, ethical and confidentiality standards, and applicable laws.
B. Manage employees work hours and timesheets, PTO requests, coverage needs in accordance with established policies and procedures; promptly address time management concerns with employees.
C. Responsible for effective and sufficient front desk coverage at all times; assign front desk floater staff accordingly as PTO, call ins, and vacancies occur.
C. Plan and direct daily work of front desk staff.
D. Collaborate with Manager of Front Desk Operations on staffing, onboarding, and training requirements.
E. Participate in recruiting, interviewing, and hiring processes for Front Desk Specialists to fill vacancies.
F. Monitor optimal and minimal staffing numbers for each front desk; collaborate with Manager of Front Desk Operations on recommendations to support staffing needs.
G. Collaborate with Manager of Front Desk Operations on defining performance expectations.
H. Monitor front desk processes and procedures for accuracy and timeliness.
I. Address client complaints, staff complaints and resolve problems timely.
J. Provide regular one on one meetings with front desk staff, coach employees, and conduct performance reviews.
K. Serve as back up Front Desk Specialist if unable to fill vacancies with existing staff.
L. Hold and monitor attendance of front desk staff meetings as needed to enhance communication and build camaraderie and collaborative problem-solving.

2. Employee Onboarding and Training
A. With the Manager of Front Desk Operations and HR & Training department, develop and ensure a comprehensive onboarding and mentoring system for Front Desk Specialist new hires.
B. With the Manager of Front Desk Operations, facilitate any new hire concerns during the first 90 days of employment; Recommend any changes to the onboarding processes and trainings.
C. Ensure Front Desk Specialists are adequately trained, ensuring additional trainings as needed. Ensure Front Desk Specialist Floaters are adequately cross-trained at all other assigned sites and can provide effective coverage as required.

3. EHR Responsibilities
A. Trained to provide, and participate in, MyAvatar Implementation and Training Team (MITT) duties and responsibilities.
B. Provide EHR functionality training for Front Desk Specialist new hires.
C. Provide on-site consultation and problem solving expertise within the electronic health record system for front desk specialists, work closely with other MITT members to identify and utilize the full potential of the EHR system.
D. Maximize the use of the EHR system for best customer service practice to both clients and office staff.
E. Participate in all relevant EHR system training; accept and promote use of system to professional staff and assists with issues for a positive outcome.
F. Protect clients' rights by maintaining confidentiality of personal and financial information.

4. Front Desk Operations
A. Provide input to Manager of Front Desk Operations regarding consistent front desk procedures and processes:
* Telephone Operations
* Front desk workflow
* Client and public engagement
* EHR and client record responsibilities
* Financial operations and cash management
B. Ensure phone/customer service protocols are posted and followed at all front desk stations.
C. Ensure timeliness of opening all charts into EHR.
D. Ensure Scheduler management: manage clinical/doctors' schedules, review daily service flow, coordinate with program management to maximize appointment times and ensure optimal use of EHR scheduler.
E. Resolve front desk concerns, problems, and coordinate interdepartmental solutions in timely manner.
F. Identify and immediately communicate to Manager concerns regarding safety, customer service, client complains, and noncompliance activities of agency policies and procedures.
G. Ensure maintenance of a comfortable, clean, orderly waiting room.
* Ample magazine subscriptions,
* Calm, appropriate atmosphere
* Literature (books) and games for children and adults.
* Television stations tuned to appropriate channels at appropriate volumes

H. Manage and order supplies for specific programs, if applicable.
I. Knowledgeable of front desk staff responsibilities so as to cover when staff absences require it.

5. Financial Operations
A. Review daily financial registries; ensure submission of all forms and fees to the finance department daily.
B. Ensure safety and security of all agency monies (i.e. petty cash funds and assigned agency credit cards) with highest integrity by training staff on, monitoring adherence to and personally following all established policies on front desk cash handling and reconciliation procedures.
C. Monitor correct payor source assignments in the electronic system and financial status of patients.
D. Ensure all services reported are captured and entered into EHR system according to protocol. Audit EHR system "End of Business Day" reports to ensure accuracy in day-to-day functions.
E. Ensure that front desk staff follow processes and procedures to maximize collections.

6. Other
A. Support program and administrative needs such as chart audits and interoffice mail pickup and delivery as requested.

QUALIFICATIONS:
Requires a high school diploma, prefer associates degree in business administration, or equivalent. Requires 3 to 5 years of supervisory experience, preferably with oversight of staff at multiple locations. Requires ability to work with the public, ability to work with agitated, mentally ill and/or substance-abusing public, ability to maintain an effective working relationship with agency employees. Ability to maintain a professional manner at all times and ability to maintain confidentiality. Ability to manage a multi-line telephone system and other communication technologies. Some knowledge of bookkeeping required. Must possess computer skills in Microsoft Office. Must possess an Oklahoma Driver License and use personal automobile for travel to locations other than primary office.