The Reception Services Supervisor is responsible for the supervision of the reception services staff at all Wilmington Region office locations. They are responsible for maintaining a patient friendly customer service environment and timely patient flow to the clinical department. Responsibilities include, but are not limited to, the following:
· Plans and directs the daily activities of patient reception, registration and check-out. Makes adjustments in work assignments as needed. · Responsible for the supervision of department staff to include: performance review, disciplinary/performance improvement actions, selection and training of new staff, ongoing coaching and training of current staff. · Oversee reception staff work schedules and job assignments for all office locations. · Coordinates all management approved time off requests (vacation, sick, benefit time, etc) for reception staff and ensures that there is proper coverage throughout the department. · Arranges and coordinates training and cross training of job duties for department staff. · Assist Chief Operating Officer with monitoring performance in order to initiate any additional staff training to maximize department efficiencies. · Collaborates with clinical management team members and to plan and execute process changes that improve patient care services and management. · Assist with the development, implementation and revision of department policies and procedures. · Maintaining an effective system to monitor compliance with charge EMR Data entry. · Development and maintenance of forms for collection of patient information. · Oversees close of the day activities. Prepares daily bank deposit slips and reconciles to the receipt/charge summaries and/or other reports provided by the front desks. · Directs implementation of software programs related to departmental operations. · Ensures departmental operations are compliant with financial/department policies. · Performs other duties as required and assigned by the Chief Operating Officer. · Supervises department staff to include interviews, new hire selection, ongoing training and evaluation, and performance management. · Implements and maintains manager-approved protocols and patient care standards, facilitating all documentation and related tasks. · Provides timely follow-up for patient questions/concerns and maintains a record of communication and completion. · Initiates quality assurance measures for purposes of departmental changes/improvements. · Participates in committees for quality improvements and patient satisfaction.
Other · Follow all applicable department and practice policies and procedures · Ability to operate office equipment including copier and facsimile machine. · Maintain patient confidentiality; complies with HIPAA privacy and confidentiality guidelines established by the practice · Maintain detailed knowledge of practice management and other computer software as it relates to job functions · Participate in committee meetings to facilitate departmental changes. · Attend all regular meetings. · Perform all other tasks and projects assigned by the Chief Operating Officer. · Maintain compliance with continuing educational requirements to maintain leadership standards and responsibilities.
Typical Physical Demands While performing the duties of this job, the employee is occasionally required to stand, walk and carry medical charts. The employee is required to sit a majority of the time and must be able to use hands and fingers to handle and feel and arms to reach. There is some bending and stooping in order to retrieve medical records and other documentation. The employee must be able to talk, hear and listen. The employee must be able to lift/and or move up to 30 pounds. The employee is required to travel to other office location.