Front Office Supervisor

    • Job Tracking ID: 512365-651956
    • Job Location: Petaluma, CA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: October 03, 2018
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

The Petaluma Health Center’s mission is to provide high quality health care, with access for all, in Southern Sonoma County. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community.

The Petaluma Health Center is an eight-time award winner in the North Bay Business Journal’s Best Places to Work for 2017, 2016, 2015, 2014, 2013, 2012, 2011 and 2009 and we were named as one of '2015 Healthiest Companies in the North Bay' by the North Bay Business Journal.

We are a Federally Qualified Health Center (FQHC) that provides primary medical care and mental health services to residents of Petaluma, Rohnert Park, Cotati, Penngrove and surrounding areas. We are organized as a private, non-profit corporation and governed by a consumer and community led Board of Directors.

For more information about us, please visit us at www.phealthcenter.org.

Position Title: Front Office Supervisor

Summary: The Front Office Supervisor is responsible for setting an example of excellent customer service and maintaining coverage standards of the Center. The Front Office Supervisor providers staff guidance, training/coaching, timecard maintenance and staff monitoring.

Areas of Responsibility:

Patient Experience:

  • Role model for greeting patients and driving a positive patient customer service experience
  • Respond patient/staff concerns in a quick, efficient manner to maintain a high level of patient and employee satisfaction
  • Assist with transportation needs
  • Escalates/triage issues through appropriate channels as needed
  • Respond to patient and employee operational feedback
  • Responsible for extensive knowledge of programs/insurance & access/eligibility guidelines & applications

Operations:

  • Extensive system knowledge; creating and updating computerized patient records
  • Escalates/triages issues through appropriate channels as needed to ensure quality of operation
  • Enforces all cash- handling, check, and credit policies
  • Maintains adequate supplies and request office supplies as necessary
  • Creates and monitors staff schedules to ensure appropriate Center coverage
  • Monitoring of front office receptionist to ensure the front office protocols are followed; patient demographic, insurance/program information is accurately captured at each encounter
  • Create and update wiki articles
  • Understands and use policy software and systems
  • Ensure staff is utilizing the wiki on the day to day job responsibility
  • Familiar with organizational policies
  • Review of front office forms; ensure required forms/fields are fully and appropriately completed and signed
  • Assists the Office Manager with quarterly and annual employee reviews based on job functions and established productivity and quality standards

Leadership:

  • Serve as a resource for staff with new information, questions, challenging patients and situations
  • Trains, cross-trains, and retrains all front office receptionist utilizing the wiki
  • Supervises workload during shifts
  • Takes responsibility in the absence of the Front Office Manager
  • Maintains working relationships and communicates with all departments
  • Works collaboratively with the Front Office Manager and the Operations Director to ensure appropriate access and delivery of care within the Centers
  • Perform other duties as assigned by Supervisor and/or Manager

Experience and Skills:

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience:

  • High School or equivalent or higher education
  • Minimum of one year experience in a health care related field or customer service

Desired Skills:

  • Strong communication skills, verbal and written
  • Experience and demonstration of strong customer service skills
  • Excellent oral and written communication skills
  • Basic working knowledge of insurance coverage, claims submission and preauthorization process
  • Sensitivity to the needs and situations of multi-cultural populations from a variety of income levels
  • Excellent attention to detail

Language Skills: Ability to effectively present information and respond to questions and requests from patients, co-workers, and others as necessary. Bilingual in English and Spanish; verbal required, written preferred.

Mathematical Skills: Ability to add, subtract, multiply, divide in all units of measure, using whole numbers, common fractions and decimals.

Reasoning Ability: Ability to recognize problems, collect data and establish facts.

Computer Skills: High level of computer literacy and proficient in MS Office (Word, Excel and Outlook), electronic medical records, web applications and the ability to type 35 words per minute.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Movement within health center complex environment repeatedly throughout the day
  • Ability to write by hand, use phone, use computer keyboard and mouse extensively to perform general office functions
  • Manual wrist and finger dexterity and wrist-finger speed sufficient to perform repetitive actions for extended periods of time
  • Ability to effectively communicate by hearing continuously and speech in a manner which can be understood by a diverse population
  • Ability to give and follow verbal and written instructions with attention to detail and accuracy
  • Must have visual acuity near and far (20 inches to 20 feet), depth perception, field of vision, ability to focus on an object, ability to identify and distinguish colors
  • Ability to sit or stand for extended periods of time (minimum periods of one hour at a time)
  • Ability to frequently walk, bend, squat, stoop, kneel, twist, crouch, and climb with the use of a step stool
  • Ability to grasp, hold and pick up and reach with hands and arms
  • Ability to frequently lift and or move up to 15 pounds (supplies and equipment)
  • Ability to occasionally lift and carry up to 35 pounds (periodic lifting of supplies or equipment)
  • Ability to coordinate multiple tasks simultaneously
  • Ability to travel to and from other health center sites and community locations