Regional Front Desk Manager

This position is incentive eligible.

Do you have the career opportunities as a Regional Front Desk Manager you want with your current employer? We have an exciting opportunity for you to join CareNow which is part of the nation's leading provider of healthcare services, HCA Healthcare.

Candidate must live in Houston, TX. Will be required to travel to Rio Grade Valley and Denver, CO market.

Job Summary and Qualifications

The Front Desk Regional Manager (FDRM) reports directly to the Senior Operations Administrator Under the direction of the Senior Operations Administrator develops and provides front desk training, management and quality assurance consistent with CareNow policies and objectives. The FDRM will, develop and administer front desk training and develop a program to evaluate front desk trainers to ensure quality care. The position uses all resources to generate quality training to benefit the company, the community, the physician and most of all, the patient.

DUTIES INCLUDE BUT NOT LIMITED TO:

• Stay current with all CareNow policy, to suggest revisions and implement changes as necessary.
• Ensure good communication between the front desk team and other managers and directors.
• Ensure there is consistency in front desk procedures throughout all centers.
• Monitor front desk supervisor and coordinators performance.
• Keep the Front Desk Training Manual and training plan updated.
•  In coordination with the director of training; select appropriate topics, conduct and write QA studies for the front desk discipline.
• Stay current with insurance verification process, work closely with the accounts receivable department; research and lower roll; bonusable roll is less than 3.6% overall.
• Oversee all front desk procedures and help implement changes as needed to support clinic operations, employees and patents.
• Assists Operations with the accreditation process by conducting/overseeing the front desk portion of the quarterly center review.
• Monitor and ensure wait times are acceptable according to guidelines set by leadership.
• Prepare agenda and conduct bi-weekly operations meetings to discuss clinic wait times, efficiencies, open shifts, customer service, reviews pending, staffing needs, position control reports, memos and new initiatives and concerns.
• Help plan and attend the CM/FDC monthly meeting; actively seek opportunities to present learning experiences to the operation’s management team. Help plan and coordinate on- going management training.
• Be an active member of the quarterly team discipline leader’s meeting.
• Handles payroll and approves expense reports for those assigned to him/her.

TRAINING:

• Manage planning and presentation of monthly CME for patient representatives.
• Supervise the training of all new hire patient representatives.
• Reviews patient representatives’ training evaluations and takes appropriate action to ensure proper training.
• Ensures quality of customer service is a training priority.
• Is actively involved in the interview / selection process and training or new FDCs.
•  Functions as a resource for all FDS/FDC’s, ensuring they are available to staff; is a “go to” person for Managers, the AR department and the front desk team.
• Able to deliver constructive feedback and mentors positive relationships. Makes reasonable recommendations for disciplinary action and personally initiates in-services for below standard work performance when indicated.
• Ensure proper Healthy Savings program training, and that adequate sales and incentive programs are in place to promote sales.
• Evaluate new hire training evaluations and follow up with appropriate management when there are poor training evaluations.
• Attend clinic staff meetings at clinics struggling with wait times, customer service or teamwork; offer support and encouragement to get them back on track.
• Actively work to develop the FDS team. The FDS must be actively working with all FDC’s to develop them as well. Ensure they are providing effective leadership. Provide on-going leadership training

CUSTOMER SERVICE:

• Monitor customer service; take an active role in the development and implementation of changes in this area as needed. Read Medical GPS Surveys, Mystery Shops and WCI surveys and implement changes where needed. Hold customer service standards high.
• Strive for clinics customer service scores>90% for total combined scores.
• Proactively work with clinic management teams to improve customer service scores <90%.
• Patient representatives are following procedures with calls to ensure that WCI works well for all patients who use it.
• Ensure customer service training is present in the Rep Rap weekly reminders.
• Works with the director of training to research, develop and implement the new hire and summer customer service classes.
• Assist IT with new rollouts and initiatives when asked or as needed.
• Ensure web check-in scores are>90%.

MANAGEMENT:

• Accessible and approachable to all departments and managers.
• Gives clear instructions and communicates well with managers staff and providers.
• Follows up on assignments to ensure that work is completed.
• Confronts staff issues in an appropriate manner.
• Acts as liaison between home office and clinic; promotes team work within all company departments, Clinics and AR, AP and marketing team members.
• Interacts with all Managers in order to provide quality pt care and a friendly work environment.
• Visible as a role model and maintains a positive attitude; willingly accepts constructive feedback; leads by example, is punctual and dependable.
• Voices opinions, frustrations and ideas in a professional manner in the right setting and offers solutions

EDUCATION:

• None required

EXPERIENCE:

• The candidate must have experience with clinical technology/terminology required.
• A minimum of three years of Urgent Care Management experience preferred. 

Benefits

CareNow, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

CareNow® urgent care delivers quality, convenient, patient-centered urgent care with unparalleled service. In our more than 225 clinics, our physician-driven focus is centered on providing extensive resources and support to our dedicated clinical teams. We offer a wide range urgent care services for the entire family. CareNow urgent care is owned and operated by HCA Healthcare, one of the nation's leading providers of healthcare services, comprised of 183 hospitals and more than 2,300 sites of care, in 20 states and the United Kingdom. Our more than 283,000 HCA colleagues are connected by a single purpose - to give patients healthier tomorrows. If you're passionate about providing compassionate, high-quality care, growing your career within a company with a large support network and vast growth possibilities, and have an enthusiastic, collaborative spirit, we'd love to meet you!

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in costs for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

Be a part of an organization that invests in you! We are reviewing applications for our Regional Front Desk Manager opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.