Patient Access Front Office Manager

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV. Kind Clinic proudly serves Texas with four vibrant locations: two in Austin, one in San Antonio, and another in Dallas plus virtual care services available to all residents across Texas. Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state. Read more about THA here: http://texashealthaction.org.

Texas Health Action is seeking a Patient Access Front Office Manager (Bilingual English/Spanish Preferred) to work at our Austin Kind Clinic's (with occasional commute to our San Antonio clinic) to aid with the delivery of patient care during the respective clinic hours of operation. The Patient Access Front Office Manager oversees all front-office operations within Texas Health Action’s programs, ensuring patients receive efficient, professional, and compassionate service from check-in to check-out. This role manages administrative workflows, optimizes scheduling and communication systems, and ensures compliance with policies and patient privacy regulations. They will provide daily leadership and oversight of our Medical Reception teams on scheduling, registration, phone communications, emails, automated related revenue cycle functions, and other assigned processes across the care continuum to ensure a high-value service is provided to our patients. They will ensure the teams understand and comply with all medical reception and clinic objectives, performance standards, and policies and procedures. They will also partner with the Patient Access Manager to ensure all call center and administrative/medical reception tasks are completed correctly and accurately according to our established company policies and procedures.

Core Functions:

·       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

·       This is a full-time, exempt position requiring 40 hours a week with some night and weekend hours

Key Performance Indicators

1.       Ensures medical receptionists are meeting and exceeding front desk metrics established by the organization

2.       Ensures medical reception teams maintain Net Promoter Scores (NPS) above 70

3.       Ensures medical reception teams meet and exceed patient retention rate established by the organization

4.       Ensures medical reception team meets and exceeds registration accuracy rate established by the organization

This job description is not intended to be all-inclusive.

Requirements

Education and/or Licensure – 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).

Experience – 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. Experience with LGBTQIA+ and/or other marginalized communities a strong plus. Microsoft Office Skills with an ability to become familiar with company or position specific programs or software.

Additional Preferred Requirements – Bi-lingual (English/Spanish). 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations. Demonstrated experience taking initiative and exercising independent judgment, decision-making, and problem-solving expertise. Ability to work harmoniously with diverse groups of individuals. Familiarity with electronic health record systems. Experience working with an ethnically, culturally and racially diverse work staff. Ability to deal effectively with stress relating to the changing organizational, personnel, and healthcare environment.

Knowledge Skills and Abilities

• 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; Additional language abilities desirable.
• 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

Applicant Information:
· Submitting official transcripts, diplomas, certifications, and licenses may be required prior to final offer. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.

· Information regarding employment history as it relates to the qualifications of the position may be needed for employment verification.

· The applicant selected for employment is subject to a pre-employment background check. A history of conviction may not automatically disqualify an applicant. Applicants with a history of conviction may be considered on a case-by-case basis, after individualized assessment of factors including the nature of the conviction, the job duties and responsibilities, the length of time since the conviction, and evidence of mitigation or rehabilitation. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

EEO Statement: Texas Health Action is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Compensation:

Based on job duties and requirements, this position is based in salary band 44 and has a Starting range of $59,423.00 to $65,000.00 per year. Initial placement within this range will be based on hired candidate's qualifications and relevant experience.

Physical Requirements/Environmental Conditions

• Perform the following with or without reasonable accommodations:
• Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and be able to perceive the attributes of objects such as size, shape, temperature, and/or texture by touching with skin, particularly that of the fingertips.
• Ability to express and exchange ideas via spoken word during activities in which they must convey detail or important spoken instructions to others accurately, sometimes quickly and loudly.
• Hearing to perceive the nature of sound with no less than 40 db loss @ Hz, 1000 Hz, and 2000 Hz with or without correction; ability to perceive detailed information orally and make fine discriminations in sound.
• Perform repetitive motions with wrists, hands, and fingers. Individual must be able to exert up to 100 pounds of force occasionally and to be able to lift, carry, push, pull, or otherwise move objects.
• Work requires a minimum standard of visual acuity with or without correction that will enable people in the role to complete administrative and clerical tasks, as well as inspect and analyze.
• Must be able to work and concentrate amidst distractions such as noise, conversation, and foot traffic; ability to handle interruptions often and be able to move from one task to another.
• While worker may possibly be subjected to temperature changes, the worker is generally not substantially exposed to adverse environmental conditions as the work is predominantly inside.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (403b)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Holidays)
• Short Term & Long Term Disability
• Training & Development