Supervisor, Patient Support Services

Summary

Supervises front desk activities and its' services including Customer Service, Check-in, Check-out, Scheduling, and Registration at Baylor College of Medicine clinic locations. Acts as the liaison for front desk/clinic managers to bring up improvement opportunities, ideas, etc. Responsibilities may include front desk volume and productivity reporting, promoting patient relations, facilitating information management, assisting patient flow and ensuring accurate and timely database management.
In addition, the supervisor serves as a key player in the front desk activity for various providers of health care services at various locations. Individual is customer service oriented, experienced and knowledgeable of front desk duties for multiple payers and patients. This position requires organization, the ability to work in a fast-paced environment and to deal with stressful situations with resourcefulness and initiative. The ability to accept training, instruction and change with a positive attitude is essential. The individual interacts with patients, employees, management, and other support and professional staff. The individual should know how to interact professionally verbally and via written correspondence. The nature of the work demands maturity, courtesy, tact, professionalism, a sense of urgency, confidentiality, technical and interpersonal technical skills.

This position requires the flexibility to work anytime between 7 a.m. and 6 p.m. as flexibility may be needed. This position is located at Baylor Clinic, Jamail Specialty Building, McNair and/or Springwood Campuses.

Job Duties

• Provides continuous training for employees, including cross-training for all systems and processes utilized which may include: telephone system, EPIC, Op-Time, and departmental e-mail.
• Responsible for front desk coverage at Clinics.
• Assist with developing front desk policies and procedures for specified clinics.
• Maintains employee records of attendance and counseling.
• Tracks employees' work performance.
• Maintains daily front desk operations.
• Ensures policies and procedures are being followed by all front desk staff.
• Assures supplies and equipment are available for working needs.
• Provides coverage and relief to any area in need.
• Daily payment reconciliation.
• Maintains clear communication with customers regarding mutual expectations.
• Takes personal responsibility and accountability for correcting customer-service problems.
• Ensures all patients are greeted when they enter and exit the clinic.
• Constantly develop innovative ways to help increase patient satisfaction
• Respond to patient comment cards and share with team.
• Performs other duties as assigned.

Minimum Qualifications

• High School diploma or GED.
• Four years of relevant experience.

Preferred Qualifications

• Bachelor’s degree. No experience required with Bachelor’s degree.

Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.

Requisition ID: 21325