Title:  Supervisor, Patient Support Services

Summary

Supervises front desk activities and its' services including Customer Service, Check-in, Check-out, Scheduling, and Registration at Baylor College of Medicine clinic locations. Acts as the liaison for front desk/clinic managers to bring up improvement opportunities, ideas, etc. Responsibilities may include front desk volume and productivity reporting, promoting patient relations, facilitating information management, assisting patient flow and ensuring accurate and timely database management.
In addition, the supervisor serves as a key player in the front desk activity for various providers of health care services at various locations.  Individual is customer service oriented, experienced and knowledgeable of front desk duties for multiple payers and patients. This position requires organization, the ability to work in a fast-paced environment and to deal with stressful situations with resourcefulness and initiative.  The ability to accept training, instruction and change with a positive attitude is essential.  The individual interacts with patients, employees, management, and other support and professional staff. The individual should know how to interact professionally verbally and via written correspondence.  The nature of the work demands maturity, courtesy, tact, professionalism, a sense of urgency, confidentiality, technical and interpersonal technical skills.

Job Duties

• Provides continuous training for employees, including cross-training for all systems and processes utilized which may include: telephone system, EPIC, Microsoft Teams, and departmental e-mail. 
• Responsible for front desk coverage at Clinics.
• Assists with developing front desk policies and procedures for specified clinics.
• Maintains employee records of attendance and counseling.
• Tracks employees' work performance.
• Maintains daily front desk operations.
• Ensures policies and procedures are being followed by all front desk staff.
• Assures supplies and equipment are available for working needs. 
• Provides coverage and relief to any area in need.  
• Performs daily payment reconciliation and petty cash.
• Maintains clear communication with department leadership, staff and front desk staff regarding mutual expectations.
• Takes personal responsibility and accountability for investigating and correcting customer-service problems.
• Ensures all patients are greeted when they enter and exit the clinic.
• Constantly develops innovative ways to help increase patient satisfaction
• Responds to patient comment cards and share with team.
• Acts as liaison between patient, physician, and billing office regarding billing and collection issues.
• Acts as liaison between patient, clinical staff and physician regarding questions.
• Provides varied, job-related administrative support as needed.
• May correspond with insurance companies regarding patient accounts.
• Answers telephone and routes calls to the appropriate individual.
• Greets patients and obtains demographic, financial and insurances information; enters or updates data in EPIC.
• Calculates and collects patient time-of-service payments in accordance with departmental cash collection and
• control procedures.
• Collects patient copays.
• Informs patients of any visit delays.
• Answers any questions received at the front desk.
• Organizes and attends front desk team meetings
• Manages patient appointments and schedules follow up visits and procedures.
• Responsible for distributing patient documents and scanning documents in EPIC.

Minimum Qualifications

• High School diploma or GED.
• Four years of relevant experience.