Clinic Front Office Supervisor & Revenue Cycle Liaison

Summary: This position oversees front office operations and revenue cycle processes across the hospital’s rural healthcare clinics. Reporting to the Practice Manager, this role focuses on optimizing workflows, ensuring compliance with RHC regulations, improving staff performance, and enhancing revenue cycle outcomes. This position supervises medical receptionists, collaborates with hospital-based revenue cycle staff, and works with consultants and revenue cycle or billing company, for the hospital and clinics, in a professional manner.

Essential Duties and Responsibilities include the following; other duties may be assigned.

• Responsible for the financial performance of the revenue cycle
• Generate, analyze, and act on key financial operations (e.g., A/R reports, payer mix, claim denial trends, collection rates, etc.)
• Full analysis of aged A/R, ensure accurate and timely charge entry, billing, and claims submission
• Evaluate rates vs. reimbursements, ensure rates are consistent with rate letters
• Reviews collection reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures
• Review errors in patient demographic and insurance data to reduce billing issues
• Audits delinquent accounts considered to be uncollectible to ensure maximum efforts have been taken before assigning bad debt status to account
• Promoting excellent customer service
• Develops, implements, and maintains office policies and procedures
• Interviews, hires, and trains a productive medical office team when directed to do so by Practice Manager
• Completes performance reviews with staff when directed by Practice Manager
• Ensures patient satisfaction, including troubleshooting when there is a complaint and developing process improvements to prevent recurrences
• Ensures regulatory compliance with HIPAA, OSHA, labor laws, and other federal, state and local regulations
• Ensures staffing is appropriate for day to day operations, working open position as necessary
• Serve as the primary liaison between reception staff, practice management, hospital revenue cycle teams, and external consultants
• Completes all other duties as assigned by Practice Manager, Revenue Cycle Manager, hospital consultants, etc.

Competencies

Customer Service

Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills

Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.

Teamwork

Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.

Diversity

Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

Ethics

Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support

Follows policies and procedures; Supports organization’s goals and values.

Judgment

Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation

Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.

Planning/Organizing

Prioritizes and plans work activities; Uses time efficiently.

Professionalism

Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality

Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity

Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security

Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly; Compliance with all hospital and regulatory safety regulations and procedures.

Adaptability

Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality

Is consistently at work and on time and does not have excessive absenteeism.

Dependability

Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative

Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation

Meets challenges with resourcefulness; Generates suggestions for improving work; Presents ideas and information in a manner that gets others’ attention.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

Previous experience in a medical office required. Certified Medical Assistant, Associates degree or higher in Business Administration or Health Care Administration required. Bachelor’s Degree preferred.

Certificates, Licenses, Registrations

Current BLS certification required.

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. While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; talk, hear or smell. The employee is frequently required to reach with hands and arms. The employee will also be required to sit; climb or balance and stoop, kneel, crouch, or crawl.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Frequent exposure to chemicals, blood and body fluids. ,

Job Type: Full Time

Job Category: ACRMC Family Medicine

Job Location: Fayetteville Georgetown Mt. Orab Peebles West Union Winchester