Front Office Coordinator - Allergy and ENT Associates : Job Details

Allergy & ENT Associates is looking for a Front Office Coordinator in AustinWhat are we about?As a multi-state, physician-led team of specialized providers and dedicated staff, we are focused on enhancing the well-being of our patients living with allergy, asthma, and sinus conditions. Our mission is simple: to empower individuals to embrace life to the fullest through personalized, comprehensive, and compassionate healthcare.Address: 10801 N Mopac Expy, Bldg 2, Ste 150 Austin, TX 78759Hours: Monday - Friday 8:00am - 5:00pmBenefits:Health InsuranceDental & Vision Insurance401KLife insurancePTO & HolidaysShort- & Long-Term DisabilityPosition SummaryThe Front Office Coordinator (FOC) plays a crucial role in ensuring excellence in customer service and overall patient satisfaction across the practice and ensures all team members create a positive experience for patients. The FOC works closely with leadership to maintain smooth operational workflows, thinks creatively to solve problems in a productive way, and ensures policies and procedures are followed to achieve key operational and financial outcomes. The FOC fosters teamwork and a spirit of collaboration across the practice and embodies our mission and vision. Essential Duties & Responsibilities

• Treats patients, visitors, medical staff, colleagues, and others with compassion and respect. Strives for quality, convenience, and excellent patient satisfaction scores.
• Exhibits positivity, empathy, a strong work ethic, and always leads by example.
• Serves as a subject matter expert in all areas of the front office and customer service.
• Follows office policies, procedures, and protocols and ensures all front office personnel do the same.
• Demonstrates knowledge of all operational and financial goals and works closely with leadership, colleagues and providers to achieve or exceed goals.
• Serves as a liaison for leadership, revenue cycle, and other department teams to ensure a ongoing commitment to process improvement.
• Trains new front office personnel, cross-trains back-office personnel, and/or conducts remedial training as needed to ensure competency in front desk operations. Leverages multiple teaching methods (i.e. Tell, Show, Do & Review) to cater to individual learning styles.
• Ensures that all financial policies, established practices, and standards are followed.
• Tracks all new and cross-trained staff to ensure timely training completion and competency assessment. Maintains ongoing competency assessment and remediation efforts.
• Partners closely with providers and all colleagues and possesses a collaborative and influential voice in resolving patient, workflow or other concerns in a positive way.
• Exhibits an unwavering and competent commitment to excellence in customer service, including but not limited to:
  • Active Listening: pays attention to what customers or colleagues say without interrupting them, and understands their needs and concerns
  • Empathy: places themselves in the customer's shoes and shows understanding and compassion when dealing with any situation.
  • Adaptability: prepared to handle new or challenging situations
  • Attention to Detail: ensures accuracy and precision in tasks and interactions
  • Collaboration: works well with colleagues and other teams to meet customer needs
  • Conflict Resolution: addresses conflicts calmly and finds positive solutions
  • Creativity: thinks outside the box to provide proactive, innovative solutions
  • Effective Communication: uses clear and concise language to convey information in a calm, professional way at all times, even in stressful situations
  • Problem-Solving: resolves issues promptly and efficiently
  • Positive Attitude: maintain a calm, optimistic, and mission-oriented approach

• Engages all staff and providers in fun and creative ways to promote patient engagement and positive online review generation.
• Promotes fully electronic workflows and works creatively and proactively to reduce paper forms where feasible.
• Actively solicits and shares new ideas and opportunities for improvement with leadership and revenue cycle teams to support continuous improvement in workflows, revenue generation, and streamlined patient care.
• Ensures phone calls are answered quickly and monitors missed call reporting to address opportunities for improved call capture.
• Leads the execution of defined key performance metrics (KPIs). Communicates and holds colleagues accountable for the achievement of KPIs. This includes, but is not limited to patient satisfaction, time of service collections, denials, patient throughput, call abandonment, no shows and cancellations, and electronic registration.
• Works in partnership with account managers, leadership, training, finance team and other applicable departments to create action plans to achieve KPIs.
• Partners with leadership in the interview and selection process for new front office colleagues and escalates behavioral and performance issues. This may include partnering in crucial conversations and performance evaluations.
• Addresses individual or team performance deficiencies and provides feedback and follow-up training to employees in partnership with leadership.
• Pursues opportunities for personal and professional growth. Engages in leadership development trainings. Identifies and mentors potential FOC candidates for promotional opportunities.
• Promotes a culture of excellence and recognizes good performance. Motivates and inspires the front office team to provide high-quality patient and colleague care.
• Handles patient and visitor issues and complaints. Strong focus on service recovery.
• Implements programs and practices designed to improve staff retention and employee engagement
• Covers other practices as needed to foster collaboration across the market teams.
• Monitors patient flow across the practice to ensure practice is always operating efficiently. Works with all clinic staff to ensure efforts are coordinated and that patients receive high-quality care and services. Monitors wait times and seek to reduce wait times as much as possible.
• Ensures patients and visitors are kept informed of clinic progress, that clinic environment is clean, orderly and in compliance with company policy and accrediting standards.
• Provides support as needed and requested to providers and leadership.
• Oversees front office personnel to ensure the timely provision of all services. Follows company-established scripts and protocols.
• Monitor and control overtime. Flex staff as needed, in partnership with leadership, to maintain efficient staffing levels and reduce unnecessary cost.
• Participates in regular staff meetings and ensures that staff is informed and educated on all information, policies, practices, and expectations. Works closely with all clinic staff to maintain smooth operations and high customer satisfaction.
• Maintains confidentiality of patient, employee, and proprietary business information. Understands and follows all company policies and practices regarding HIPAA. Monitors employees to ensure compliance.
• Maintains an awareness and working knowledge of required and available reports, resources, deadlines, and other information and data sources and systems.
• Timely completes any mandatory company training, follows all OSHA and company policies pertaining to a safe and secure environment for patients and staff, and participates in required emergency drills or other trainings as assigned.
• Helps ensure the clinic is opened and closed in a timely manner and according to established policy and procedure.
• Prepares for and successfully completes clinic audits, reviews, and surveys as requested by leadership. Ensures the compliance and active support of front office staff.
• Attends all required leadership meetings and training in-services.
• Assists in overseeing the ordering, repair, and correct use of office equipment and the ordering of supplies as requested.
• Performs routine office functions including copying, faxing, scanning, mailing, sorting, and filing of patient and clinic materials as appropriate.
• Ensure daily documentation and any assigned clinic checklists are completed, uploaded and/or disseminated as defined by leadership at the end of each day.
• Ensures efficient use of allocated administrative time and serves as part of core staffing for the practice at all other times, as defined by administrative grid, unless otherwise approved by leadership (AVP or above).
• Performs other duties as required.

QualificationsEDUCATION AND EXPERIENCE

• High school graduate or equivalent. Associate or bachelor's degree preferred.
• 3 years of medical office or equivalent experience required. 2 years of supervisory experience preferred.
• Knowledge of medical terminology, medical practices and revenue cycle policies and procedures.

• Must be knowledgeable in all phases of front office operations (answering phones, charge entry, insurance verification, scanning procedures, collections, etc.).

• Skill in planning, organizing, delegating and supervising.
• Must be self-directed and able to work independently
• Attention to detail a must
• Professional, calm and courteous demeanor
• Excellent verbal and written communication skills

COMPUTER SKILLS

• Proficient computer skills in Microsoft Office and Outlook. EPM & EHR, NextGen preferred.
• Demonstrated proficiency in electronic workflows (Practice Management systems, EMR/HER...) preferred.

Knowledge, Skills, Abilities

• Safety and Confidentiality - Follows OSHA regulations and the safety guidelines of the Practice. Follows HIPAA policies and procedures. Respects and maintains patient confidentiality.
• Organization - Uses time efficiently by prioritizing and planning work activities; is methodical and efficient in structuring tasks to be accomplished.
• Professional Maturity - The ability to separate emotional feelings from the real issues at hand. The ability to legitimately and objectively challenge the substance of our beliefs and biases of our observations.

• Time Management - Managing one's own time and the time of others; the ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).

• Interpersonal Communication - Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation
• Communication - The ability to write and speak effectively using appropriate convention based on the situation; actively listens to others, asks questions to verify understanding, and uses tact and consideration when delivering feedback to others.

Physical DemandsPhysical Demands: Face paced medical office environment. Good eyesight and hearing, manual dexterity, and full range of body motion required. Must be able to stand and /or sit for extended periods of time. May require occasional lifting of 25 pounds or more. May be exposed to acutely ill patients, and communicable diseases. Work EnvironmentWell-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation; Moderate noise (examples: business office with computers and printers, light traffic). Typical schedule is Monday through Friday with regular working hours; Occasional overtime may be required.