JOB SUMMARY:

The Reception Supervisor is responsible for the direction and coordination of all aspects of patient services including the check in process, accuracy of patient demographic/insurance information within the Epic Prelude/Resolute applications, maximizing point of service collections, and ensuring policies and procedures are adhered to and kept current. Manages, evaluates, coaches, and motivates staff ensuring employees receive adequate and ongoing training. Keeps abreast of all industry standards in relation to insurance coverages. Works with third party vendors to resolve system issues and assists with the implementation of upgrades including but not limited to Epic, credit card terminals, and real time eligibility (RTE), Clockwise, Interpreter Service Applications, as well as new initiatives to improve patient satisfaction and increase efficiencies within the department.

JOB DUTIES:

• Responsible to open/close the department which includes following the safe opening/closing policy and procedure, cash bag policy and procedure, petty cash policy and procedure, and preparing reports and the deposit for the Accounting Department.
• Responsible to distribute/collect the cash bags (if applicable) to all receptionist.
• Responsible for ensuring all reception desks are staffed for hours of operation. Prepares weekly schedule as well as the daily break/lunch schedule. Will provide desk coverage as patient flow demands.
• Responsible to perform rounds of the reception desks multiple times per day to ensure policy and procedures are being followed.
• Responsible for daily time clock functions as well as PTO requests ensuring adequate coverage for the department.
• Responsible for completing all annual reviews for the department in a timely fashion.
• Responsible to update current and the development of new Policies and Procedures relative to the department.
• Responsible to work with Accounting and third party vendors, such as the credit card and RTE vendors, to resolve issues for both the Reception and Business Office Teams.
• Responsible to ensure Pre-Registration is completed in advance of upcoming appointments.
• Responsible for ensuring the completion of all reception work queues that house errors due to improper check-in, reeducating and performing competency evaluations of staff to ensure new employee and on-going training is completed and provides input into training materials. Assists the Business Office staff with registration errors that result in claim denials.
• Receives registration error reports from LabCorp for initial billing files and provides correct insurance information.
• Responsible to keep current on all insurance updates/bulletins, provide education to reception staff, conduct monthly meetings and attending Business Office meetings as requested.
• Responsible for the completion and submission of the initial Medicaid ePACES enrollment forms as well as all annual provider (Physician, NP, PA, PT, LCSW, etc.) recertification’s to ensure there is no lapse in active status within the ePACES system that would have a negative impact on AR.
• Responsible to report on the front desk payments (co-pays, on account balances, etc.) including weekly, monthly, and yearly reports. Develop and implement processes for increasing front desk payments.
• Participates in all system conversions and identifies/oversees key staff to support the implementation of new work flows.
• Responsible for communicating with Physician’s and Department Heads any issues regarding the Reception Team.
• All other duties as assigned.
• May be exposed to hazardous drugs.
• Attends OSHA training upon initial orientation and annually completes OSHA competency.

EXPERIENCE AND TRAINING: Graduated from High School or completed GED requirements. Supervisory experience preferred. EMR and insurance knowledge preferred. Skilled in Microsoft products including word and excel.

PHYSICAL REQUIREMENTS: Requires sitting, standing bending and reaching. May require lifting up to 20 pounds. Requires manual dexterity sufficient to operate standard office equipment such as computer, fax, calculators and telephone. Requires normal hearing and vision.