To effectively assess Front Office team’s daily workflow in order to support and maintain efficient and effective operations of the Front Office, identifying and addressing training needs, encouraging productivity and ensuring that our patients receive outstanding services. This position will be a part of our mergers & acquisition team and be instrumental in training front desk team members of our newly acquired clinics in and surrounding the New Braunfels area. Travel will be required.

Responsibilities:

1. Conduct training sessions for new hires, follow up on new hires in their locations and re-train existing staff to continually improve performance and skill levels, in order to provide world-class customer service to all patients and families.

2. Assess performance of Front Office at all locations to ensure they are meeting the needs of our current patients in a timely manner.

3. Oversee that the Front Office recognizes and capitalizes on sales opportunities through various mediums (walk-ins, customer service, telephone inquiries, patient retention practices, etc.)

4. Conduct effective training on protocols for telephone follow up to reschedule “no shows" and cancellations according to company policies.

5. Audit PCC’s performance as needed. Recognize achievements and give input to PCC performance appraisals.

6. Maintain a high level of professionalism when completing the duties and responsibilities of the Patient Care Coordinator Trainer.

7. Ensure that all Patient Care Coordinators are aware of any training they must receive to increase their rank and monitor performance of these duties for promotions

8. Assist in PCC applicant screening for the Practice Administrators, Managers and Supervisors.

Tactical Work Responsibilities

1. Train all Patient Care Coordinators on the following topics: EMR, Patient payments, Telephone etiquette, Patient interaction, Front office work flow, Quick referrals, Scheduling, Patient registration, Patient forms, Front office metrics, End of day closing, Daily Recap Templates and all other responsibilities applicable to the Patient Care Coordinators’ Job Description.

2. Monitor performance issues involving the medical office during office hours and outside of office hours via onsite visit and phone.

3. Provide feedback to Practice Administrators, Managers and Supervisors regarding PCC’s performance, to be considered in employee evaluations and promotions.

4. Verify that all Patient Care Coordinators are maintaining well organized appointment schedule following the Best Practice Scheduling template, to ensure and optimize patient flow and revenue opportunities.

5. Participate in daily pre-shift huddles at the office visiting for the day.

6. Participate in new hire interviews as requested by Practice Administrator.

7. Participate and help create the implementation of new PCC workflow protocols.

8. Ensure Patient Coordinators are up to date with insurance verification and appointment confirmations protocols.

9. Help Patient Coordinators troubleshoot and clarify insurance eligibility issues and PCP changes if needed.

10. Confirm that all close out and balance the day protocols and procedures are followed.

11. Verify that patient copays/deductibles and past due balances are being collected by conducting an audit for each office.

12. While onsite at each location, confirm all PCCs for that office maintain and comply with company metric expectations ensuring that:

a. All appointments are confirmed for the next day

b. All No-Shows, Rescheduled and Cancelations for the day have been re-scheduled accordingly (Medicare HMO members must be re-scheduled within 72 hours of their missed appointment)

c. All Medicare HMO patients are seen within 30 minutes of their appointment time

d. All patients seen have a next office visit set up (for Medicare HMO patients the next office visit must be no later than 60 days from the last time they were seen)

e. All copays and balances are collected as indicated

f. Daily Recap Template is being completed and presented to the Practice Administrator/Manager/Supervisor before leaving for the day

13. Understand and follow the Code of Conduct and HIPAA guidelines.

14. All other duties assigned

Skills and Specifications

· Must be able to perform each essential duty satisfactorily

· Proven leadership ability and experience

· High School Diploma or equivalent required

· Some college coursework preferred

· Experience in an environment with an emphasis on sales, customer interaction, and having to work with multiple tasks is required

· Past experience working with senior population is an asset

· Excellent oral and written communication skills

· Ability to establish and maintain a professional rapport with patients and co-workers

· Computer/Keyboard skill

· Proficient with MS Windows, Office and EMR

· Ability to be flexible in work responsibilities

· Ability to function in a multi-tasking environment

· Ability to work in a fast-paced environment

· Strong oral and written communication skills

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

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