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Texas Health Action · 2 months ago

Patient Access Front Office Manager

Austin, TX

Full-time

Onsite

Mid, Senior Level

$59K/yr - $65K/yr

2+ years exp

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services. The Patient Access Front Office Manager oversees all front-office operations, ensuring efficient, professional, and compassionate service for patients while managing administrative workflows and compliance with policies.

Health CareNon Profit

Responsibilities

Oversee hiring, training, and supervision of the Medical Reception teams for our KIND Clinic and Waterloo Counseling Center programs

Ensure timely response to patient requests, questions and complaints, mitigating problems with service lines or products to provide optimal patient care

Oversee the accurate collection of patient demographic and insurance information during registration, including any applicable co-pays

Ensure accurate verification of patient insurance benefits and eligibility

Manage patient appointment scheduling across different departments and providers

Partners with Clinic Administrators and Patient Access Manager to ensure clinic front desks are staffed to meet our patient needs

Partners with Clinic Administrators to ensure our front lobbies are well maintained, cleaned and kept a safe space for patients

Ensure compliance with office safety regulations for medical reception staff

Maintain a visible presence in our clinics to support patients and staff directly

Provides coverage for medical reception staff as needed

Act as a bridge between clinic administrators and medical reception employees, ensuring that clinic operations run efficiently

Participate in daily huddles and relevant meetings to review workflow updates, policy changes, and performance targets

Identify operational issues and suggest solutions to optimize patient care

Develop and implement front-desk protocols for communication, confidentiality, and professionalism

Oversee the implementation of new technologies and systems within the medical reception team

Oversee medical reception staff scripting, tone, and professionalism in phone and in-person interactions

Develop and implement quality assurance tools, to effectively monitor and evaluate staff performance

Prepare reports and analyze data related to medical reception duties and responsibilities

Work with other supervisors and other management team members to support staff and maximize customer satisfaction for all service lines

Foster a culture of teamwork, accountability, and customer service excellence

Consistently provide learning or coaching opportunities, and take corrective action, if necessary

Coordinates meetings, appointments, and travel arrangements for staff, as needed

Qualification

Healthcare AdministrationMedical Office ManagementCertified Healthcare Access ManagerInsurance Eligibility KnowledgeCustomer Service SkillsBilingual (English/Spanish)Leadership SkillsCultural SensitivityProblem SolvingCommunication SkillsTime ManagementTeamwork

Required

Bachelor's Degree in Health Sciences, Healthcare Administration or related fields preferred, a combination of professional experience in healthcare administration or medical office management can be substitute

No licensure required but strong preference for candidates who possess certification as a Certified Healthcare Access Manager (CHAM) or Certified Medical Office Manager (CMOM)

2+ years supervisory experience in medical office setting in a position and/or 2+ years supervisory experience in revenue cycle management

Knowledge of medical terminology, procedures and diagnoses

Expert knowledge of insurance eligibility and billing

Knowledge of general administrative and clerical procedures

Proficiency with technology, especially computers, software applications, and phone systems

Excellent problem solving, leadership, and customer service skills

Excellent oral and written and communication skills, including grammar, spelling and punctuation and ability to write clear and professional letters, reports, memos, agendas, minutes, and other business documents

Microsoft Office Skills with an ability to become familiar with company or position specific programs or software

Must have basic PC skills that include a combination of working in a Windows Operating System and Microsoft Outlook, Word, and Excel

Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards

Must have the ability to exercise a high degree of diplomacy and tact; excellent customer services and interpersonal communication skills; Cultural sensitivity and demonstrated ability to work with diverse people groups

Well-developed verbal and written communication skills in English

Ability to work well under pressure with minimal supervision

Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, and socio-economic classes, those in crises or resistant or negative toward organizations

Ability to apply time management practices to prioritize, schedule and complete work effectively to comply with mandated policies and deadlines

Ability to work on multiple tasks or parts of tasks simultaneously to ensure timely completion of work activities

Must be able to work productively with other departments and employees

Ability to work with professionals from various partners and organizations

Usually works forty (40) hours per week, some weekends may be required

Ability to successfully manage conflict, negotiating 'win-win' solutions

Must be able to multi-task, prioritize with strong time management skills

Exceptional follow through on tasks and assignments

Must possess leadership qualities and be able to supervise and secure the cooperation of staff