Job Description: Front Desk & Registration Operations Specialist

FrontDesk&RegistrationOperationsSpecialist pg.1 rev:10/2019

Whoweare:LaClínicadeLaRazaisacommunity-basedhealthcentercommittedtoprovidingculturallyappropriate,high-quality,andaccessiblehealthcaretothediversecommunitiesoftheSanFranciscoBayArea.Wehavespentover40yearsadvocatingforandcreatingahealthhomeforthemanythathavebeendeniedaccesstocare.Ashealthcareactivists,wearededicatedtomakingsureindividualswhodonothavehealthcoveragegetthesamelevelofqualityhealthcareasthosewhohaveit. Fromourgenesisasacommunityhealthcenterin1971,weunderstoodthatwecannothealourcommunitieswithoutalsoaddressingtheeconomicandsocialfactorsthataffecthealth.Manytimes,thisrequiresthatwegooutsideandprovideservicesinothersettingstobuildthebridgethatlinksindividualstoourhealthcenterforpreventiveandprimarycare.Over90,000individualscometoLaClínicabecauseitisawelcomingplacethataddressesthewholeperson,coordinatingandconnectingthemtoabroadnetworkofservicestoimproveandmaintaintheirhealthandwell-being.Whilewearestillknownforouractivismandspiritofsocialjustice,wearealsoproudtohavegrownintoasophisticatedproviderofprimaryhealthcareserviceswith35sitesacrossAlameda,ContraCostaandSolanocounties.ABOUTTHEPOSITION:ReportingtotheDirectorofMedicalOperations,theFrontDesk&RegistrationOperationsSpecialistwillworkinpartnershipwithLaClínica’sOfficeDirectorofBillingandChiefFinancialOfficertoensurethesmoothandfiscallyresponsibleforoversightof,includingbutnotlimitedto,frontdeskoperations,registrationandinsuranceverificationofLaClínica’smanymedicalanddentalclinicsites.Primaryresponsibilitiesincludeeffectivefrontdeskandregistrationworkflowdevelopment,implementationandoversight,regulatorycompliance,andadvancingstrategicinitiatives.S/hesupportsthefrontdeskandregistrationstaff,facilitatingpositiveinteractionamongstaff,patientsandotherdepartmentswithinthepractice.S/heworkstoestablishandpromoteteamworkamongpracticestaff.S/hemusthavetheabilitytoperformandprioritizemultipletasksandworkwellwithstaff,patientsandproviders.Ahighdegreeofindependence,initiative,assertiveness,anddiplomacyarenecessaryindealingwithfaculty,staffandpatientsinacomplexenvironment.

MajorAreasofResponsibilityincludebutarenotlimitedto:

1. Developandmanagethedaytodayfrontdesk,registration&insuranceverificationoperationswithintheMedical(includingOptical)andDentalsitestoassurethatallinformationprovidedtothebillingdepartmentisaccurateandtimelyacrossalllocations.Thismayincluderegistration,scheduling,referralmanagement,co-paycollection,self-paycollection,systemssetupandissues.(essential)

2. Supportsclinic/frontdesksupervisorsforallmedical/opticalsitesacrossLaClinicacounties.Responsibilitiesinclude,partnershipwithsitemanagers,participatingintheinterviewing,hiring,anddevelopingofemployees;planning,assigning,anddirectingwork;appraisingperformance;;addressingcomplaints,conflictresolution,andproblemresolution.

3. CollaborateswithHR,OMD,andODDtostrengthenleadershipdevelopmentandcapacitybuildingforfrontdesksupervisors.

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4. Reviewsavailabledatatodeterminedepartmentprogresstowardstatedgoalsandobjectives.Helpsdevelopandmonitorusefuldashboardmeasurestogaugeeachdepartment’sprogresstowardmeetingagencyandsitegoals.

5. Detailoriented,withtheabilitytoapplyanalyticalandcriticalthinkingskillstoquicklyanalyzeproblems,determineappropriatelevelofintervention,andapplyeffectivesolutions

6. Solidinterpersonalskillsforeffectiveinformationexchangeandproblemsolvingwithalllevelsofmanagementandstaff,consultants,andoutsideagencies

7. Skillsinwrittenandverbalcommunications,withtheabilitytoconveycomplexadministrativeandtechnicalinformationinaclearandconcisemanner,andtoproduceavarietyofreportsandanalyses

8. Knowledgeofbusinesssoftwareandspecializedapplicationsanddatamanagementsystemsusedinclinicoperations

9. Helpsdevelopsandimplementpoliciesandproceduresalignedwiththemissionoftheorganizationandthatsupportitsstrategicgoals.

10. CollaborateswithkeyoperationalleadershiptodevelopandensureeffectiveandefficientservicedeliveryacrossLaClínicasites.Helpstostandardizepracticesacrossagency.

11. HelpssupportstrategicinitiativessuchastheimplementationofElectronicHeathRecords.12. Workswithallmedicalanddentalsitestosupportcontinuousqualityimprovement.13. Servesasakeyresourceforchangesinpaymentandcodingguidelinesfromallpayers.Educatesand

reeducatesthemonthesecontinualupdates.Responsibleforconstantandcontinualeducationofthephysiciansandfrontdeskstaffoncodingchanges.(essential)

14. Monitorandauditcashcollectionprocessanddevelopmentofnewsprocesswhereneeded.15. ClearunderstandingoftheSchedulingandRegistrationprocessforLaClinicaandthecoordinationwith

Epic.16. Traveltotheothersites/countiesisrequired17. Otherdutiesasassignedbysupervisor.