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Under the direct oversight of the Patient Access Manager and matrix oversight of the Site Operations Manager, the Medical Reception and Eligibility Supervisor is responsible for overseeing the daily operations of the Medical Reception and Eligibility functions. This includes supervising assigned staff, providing training and support, and actively participating in committees and task forces representing relevant operations. The Medical Reception and Eligibility Supervisor assists in the operational supervision of the Eligibility and Reception Departments, and plays a key role in aligning and integrating both departments by recommending and implementing standardized policies and procedures. Additionally, this role represents Tiburcio Vasquez Health Center (TVHC) in both internal and external meetings related to clinical and eligibility requirements. The Supervisor ensures that patients are served with professionalism and that all paperwork and data entry are completed with accuracy and efficiency.

Tiburcio Vasquez Health Center is a non-profit community health center that is dedicated to promoting the health and well-being of our community by providing accessible, high-quality care by integrating primary care, dental care, WIC support, mental health counseling, community health education, and more.

This is a full-time position working 40 hours per week, typically Monday through Friday with periodic Saturday hours.

Compensation: $31.57 - $38.52 per hour, depending on years of experience.

Responsibilities:

+ Supervises all front desk and eligibility staff, provides training, direction, works with Site Manager and Patient Access Manager on performance evaluations, and performance-related counseling as appropriate.

+ Uses judgment, discretion, and leadership abilities to resolve customer service-related problems and/or employee conflicts. Reports all patient complaints, including those resolved, clinic leadership and organizational departments to Compliance and provides details and background related to the complaint.

+ Maintains current knowledge of all matters related to clinical operations, including (but not limited to) managed care, patient billing, confidentiality protocols, and disseminates information to staff on a regular and timely basis. Provides training in these areas to newly hired staff and serves as a resource and facilitator for ongoing training to existing staff.

+ Collaborates with the Site Manager to coordinate schedules and assignments for all front desk and eligibility staff. Maintains the site’s staffing schedule to ensure adequate coverage, including evening and Saturday clinics, to support patient access and operational efficiency.

+ Provides back-up support to Medical Receptionist, and Financial Screening Clerks, as needed, to ensure smooth and efficient functioning of the department. Including but not limited to performing the regular job duties of staff, as needed, during periods of staff vacation, sick leave, etc.

+ Oversees cash and card transactions, and deposits funds along with supporting documents to Accounting Department according to procedures.

+ Conducts and facilitates regular meetings and huddles with Reception/Financial Screening staff to provide efficient flow of information, and to recognize and resolve organization or procedural problems in a time-effective manner.

+ Responsible for aggregating data and reporting on Front Desk and Eligibility functions and activities for grant and · external funder purposes.

+ Communicates and collaborates regularly with other departments, as appropriate, regarding service, site, and planning issues relating to the Medical Reception staff and Financial Screening clerk to ensure the smooth and efficient functioning of the Health Centers.

+ Provides regular reports to the appropriate Management Team member(s) to ensure efficient and effective operations of the Medical Reception, Eligibility department, and Clinical Operations. Compiles statistical information, as necessary, or as requested by supervisor or any Management Team member. Reports all patient complaints, including those resolved to the Compliance Department.

+ Treats all patients/clients with respect and courtesy; respect the patients/clients rights to confidentiality and works cooperatively with other members of the staff.

+ Supervises the Medical Reception Appointment Clerks, Financial Screening Clerks, and - operational workflows related to the input of data on new patient computerized registrations and retrieval of established patients and other data.

+ Conducts evaluations and reviews of staff performance, develops improvement plans, and provides corrective instruction for those requiring retraining.

+ Conducts interviews, hires, and plans onboarding training for Medical Receptionists and Financial Screening Clerks. As part of the clinic leadership team, works with colleagues to ensure that provider schedules are accurate and well utilized.

+ Attends and participates in all appropriate TVHC staff meetings, work groups, etc., as directed, including external meetings as required. Represents TVHC in external meetings to ensure our workflows and content is up to date.

+ Ability to multi-task, take initiative, delegate, and take full responsibilities for department’s operations.

+ Ability to engage with staff, motivate, and create a positive environment.

+ Demonstrates commitment to, and understanding of, TVHC’s Service Excellence Standards by modeling service excellence in all internal and external relationships, addressing service excellence deficits in staff, and in performance of all duties and responsibilities of this position.

+ Performs other duties as may be required.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and expectations required of the position.

Requirements

+ High school graduate or GED required.

+ Minimum of three (3) years of experience in a directly related to reception and eligibility is required.

+ Minimum of one (1) year experience performing leadership duties in a health care setting strongly preferred.

+ Bilingual in English/Spanish strongly preferred.

Qualifications:

+ Demonstrated ability to provide leadership to staff and to build the trust and respect of patients and staff.

+ Accurate and excellent attention to detail.

+ Excellent verbal and written communication skills.

+ Ability to communicate effectively and relate congenially to providers, nursing staff, and diverse patient population.

+ Ability to enter and retrieve data efficiently on computer system and to quickly learn new computer software programs, as needed.

+ Ability to work both independently and as a team member.

+ Resourceful; able to learn details related to managed care, insurance, patient charges, eligibility, etc., and to find appropriate answers when not already known.

+ Able to use independent judgment and discretion to resolve patient and employee complaints quickly and effectively, but appropriate to level of position’s authority.

+ Non-judgmental in verbal and nonverbal communications.

+ Highly ethical, including professional ethics to preserve client confidentiality.

+ Able to meet the Service Excellence Standards of TVHC, Inc.

+ Able to work on an as-needed basis in order to meet operational needs of the organization.

+ Ability to travel to designated locations as directed by supervisor.

Benefits

We offer excellent benefits including: medical (100% paid co-payments, premiums, etc.), dental, vision (including dependent and domestic partner coverage), generous paid leave benefits including holidays, Flexible Spending Accounts, retirement plans with an Employer match, tuition reimbursement, monthly treats, pet insurance, and more.