Clinic Front Desk Supervisor - Bellingham & Ferndale

Full-time

Description

Compensation:

Salaried, exempt

New hires can expect to be placed on our starting wage scale of $74,692 to $90,396 per year

Based on performance, there is room to grow on our full wage scale of $74,692 to $106,100 per year

Work Schedule:

Full time, 40 hours, days

Clinic operations are Mon-Sat

Who We Are

Unity Care NW is a private, non-profit, federally qualified health center (FQHC) that has been proudly and successfully serving the greater Whatcom County area since 1982. With clinics located in Bellingham & Ferndale, we offer comprehensive primary medical, behavioral health and dental care, as well as pharmacy services to a diverse and often underserved patient population of all ages. Employing more than 300 caring and compassionate employees, our mission is to increase the years of healthy life in the people & communities we serve.

What We Value

Respect

Integrity

Accountability

Collaboration

Innovation

We have an inclusive culture and strive to demonstrate our Values in Action in all that we do. We value each individual on our team and aim to onboard a diverse workforce of the very best talent, whose ambitions and values align with ours.

Job Summary

As our Front Desk Supervisor, you would be responsible for overseeing the day-to-day operations and tasks performed by our Clinic Receptionists and ensuring adequate coverage for all UCNW clinics. The Front Desk Supervisor provides leadership and support to the front office area. Duties would include but are not limited to the following essential functions:

Provides supervision to departmental staff:

Assigns duties to employees; provides daily guidance and supervision.

Reviews employee assignments and provides specific instructions on completion of tasks/responsibilities.

Provides and/or ensures employees receive instruction/training needed to successfully complete their assigned job responsibilities, including conducting 1:1 meetings.

Ensures that employees are aware of, and adhere to, appropriate company policies and procedures.

Provides input into the maintenance and upkeep of departmental job descriptions.

Prepares and conducts performance appraisals, including establishment and implementation of developmental plans, for immediate staff.

Provides recommendations to the Support Services Manager and Chief Operating Officer (COO) on hiring, corrective actions, and terminations; executes coaching.

Manages timesheets and schedules for staff to ensure adequate coverage:

Reviews, corrects, and approves staff timesheets within expected payroll timelines.

Aids staff with timesheet questions.

Reviews, approves, and denies time off requests, ensuring adequate coverage for all front desk locations.

Creates and publishes the staff schedule.

Provides support to Clinic Receptionists and other Support Services departments as needed:

Abide by pertinent legal and regulatory requirements, including Health Insurance Portability and Accountability Act (HIPAA) and RCW 70.02.

Performs all duties at the front desk in order to provide support and coverage as needed.

Acts as back up to the Call Center Supervisor and HIM/Referrals Supervisor when they are unavailable.

In accordance with applicable privacy, security, and compliance policies, manages workflows for tasks performed at the front desk and training of staff as needed:

Develops, manages, reviews, and updates all workflows related to tasks performed at the front desk.

Communicates and provides training on process/workflow updates and changes to staff.

Collaborates with other departments when work overlaps to identify gaps in procedures and workflows.

Communicates front desk process updates and changes to other departments when necessary.

Assures staff have the information they need to successfully perform their job duties by communicating new information through email and department meetings.

Assures that the Support Services Manager is kept abreast of changes and issues at the front desk by communicating through email and 1:1 meetings.

Informs other UCNW leaders when changes made to the front desk affect their department.

Assures that after hours call data is communicated to the appropriate leaders.

Performs assigned administrative tasks:

Ensures all patient lobbies are kept neat and clear of clutter.

Addresses patient questions and concerns that require a supervisor, when available.

Updates information that is available to patients and required postings in all lobbies as needed and/or directed.

In collaboration with front desk receptionists, monitors and manages patient flow, waiting times and communicates provider delays to patients.

Monitors office supply needs and requests in designated buildings.

Follows UCNW guidelines for ordering supplies.

Places orders online as needed.

Manages cash bags assigned to each Clinic Receptionist to ensure each bag has the correct amount of cash and are all accounted for.

Manages and secures the keys to cash bag drawers at each front desk.

Reconciles petty cash at each front desk.

Manages keys to all locked drawers located at each front desk location

Reports petty cash and cash bag reconciliation to the Support Services Manager and the Accounts Payable Department monthly.

Reports after hours service response time to Chief Operating Officer monthly.

Achieves quality performance metrics for the Front Desk:

Tracks and reports on all quality performance metrics assigned to the front desk.

Ensures staff and Support Services Manager have access to this information and results.

Develops strategies to achieve metrics and updates workflows as needed

Monitors staff performance to ensure metrics are met

Addresses patient questions, concerns, and emergencies as able and within authority:

Reports complaints and safety issues through the incident reporting system.

Conducts investigations, follows up and resolves investigations assigned by the Support Services Manager or other Manager by the due date assigned.

Reaches out and communicates with patients to seek additional information and to communicate resolutions, when appropriate.

Serves as a first responder and responds to emergency situations and performs tasks assigned to them in UCNW safety standards and procedures.

Serves as the escalation path for front desk receptionists in difficult patient situations.

Incorporates the UCNW values in day-to-day front desk operations to ensure a positive patient and staff experience:

Ensures staff participate in customer service training (such as Acknowledge, Introduce, Duration, Explanation, Thank You (AIDET) training).

Incorporates UCNW values in department meetings and whenever appropriate.

Encourages a positive culture within the department and leads by demonstrating the UCNW values.

What We Offer

Ongoing, in-house leadership training

1-on-1 executive coaching with our Organizational Development Specialist

A friendly and collaborative team environment

A competitive compensation & benefits package

A mission-driven work environment

Benefits Include:

Medical, dental, & vision insurance

401(k) retirement plan with employer match after 1 year of eligibility

6 paid holidays

Generous paid time off with 160 hours accrued in Year 1, increasing thereafter

Other paid leaves for: Bereavement, Jury Duty, Bone Marrow/Organ Donation & Severe Weather Pay

Life/AD&D insurance

Variety of optional insurances including Supplementary Life/AD&D, Short Term and Long Term Disability, Critical Illness, Accident, and Travel as well as Identity Theft Protection

Flexible Spending Account

Employee Assistance Program

Alternative transportation incentives

Healthy Living reimbursement

Unique programs including Medical Hardship Payroll Loans, Employee Referral Bonus & Will preparation services

Employment that counts towards eligibility for Public Service Loan Forgiveness – details can be viewed at Federal Student Aid.

Requirements

Professional and Technical Knowledge:

Possesses a basic level of written and verbal communications skills, computational and computer skills and mathematical knowledge at a level typically acquired through completion of a general studies high school program.

Possesses knowledge and training in the field of customer service, call center, patient scheduling processes and practices or a related field, typically acquired through a formal Associate's degree or through a trade school program.

Possesses a full understanding of all aspects of the profession or trade that are used within UCNW.

Minimum of two (2) years’ medical and/or dental scheduling experience; or equivalent combination of education and experience.

Minimum one (1) year of supervisory experience required.

Minimum one (1) year Call Center experience preferred, preferably in supervisory role.

Ability to work in a fast-paced, community health center environment with frequent interruptions, occasional public contact, and occasional emergency situations.

Ability to work outside normal clinic hours periodically, which may include weekends and evenings.

Ability to travel to other clinic locations as needed.

Technical Skills:

Ability to work independently with minimal supervision, detail oriented with ability to work on multiple projects and prioritize.

Excellent time management and organizational skills with the ability to meet deadlines and work under pressure with frequent interruptions.

Ability to understand and respond effectively and with sensitivity to a diverse population.

Keyboarding speed of 30-40 wpm and data entry skills; accuracy is essential.

Knowledge and familiarity with Microsoft Office programs including Outlook, Word, Excel, Froms & PowerPoint.

Demonstrates necessary proficiency with all electronic clinical systems, including Electronic Medical Record (EMR) and scheduling systems, in use at the health center.

Ability to use payroll/HR system to manage applicant and employee HR/Payroll functions such as recruiting, performance, time and labor, and payroll, in addition to basic functions. Visit our Careers Page at For news on our organization & future job postings, please follow us on LinkedIn at

Unity Care NW has an Employee Health Program for the safety of our patients and staff. The program requires all new employees to have up to date vaccines for Covid-19 and influenza. More information about this program is provided throughout the recruitment process.

Salary Description

$74,692 to $90,396 per year with room to grow