Director of Front Office

Director of Front Office

ESSENTIAL DUTIES AND RESPONSIBILITIES:

A. Director of Front Office Duties

1. Plans, directs and coordinates Front Office services at all clinics and other satellites as appropriate while ensuring compliance with Federal, State and local laws.

a. Works with Front Office Managers to ensure staff complies with company policies and procedures.

2. Works with Front Office Managers to coordinate Office operations at medical clinics.

a. Coordinates quarterly face-to-face meetings with Managers

b. Holds bi-monthly telephone meetings with Managers.

3. Responsible for developing and maintaining the Office Assistant training course.

4. Develops and educates Office and effected staff on new policies and procedures.

5. Participates in interview process, selection, training, development, discipline, and evaluation of Front Office staff. Performs yearly evaluations for the Office Managers and assists the Office Managers in the evaluating their assigned clinic staff as needed.

6. Approves Office Managers’ time off requests. Approves Office Managers’ time cards prior to payroll processing.

7. Is able to function as an Office Manager on an as needed basis, i.e. coving vacations.

8. Serves as a liaison between Front Office staff, physicians and mid-levels providers, nursing, research, pharmacy, administration and management, and other members of the healthcare team with clinics.

9. Serves as a liaison between patients, their families/significant others, other healthcare staff, nursing students, vendors, and management.

10. Serves as a resource person for staff, physicians and patients.

11. Works with Office Managers for ordering and purchasing appropriate office supplies to ensure all clinicals can perform as required.

12. Represents Front Office in monthly director’s meeting.

13. Assists in gathering information and providing recommendations for the replacement or purchase of Office equipment.

14. In conjunction with the COO and HR, formulates and implements new office policies and procedures.

15. Works with Human Resources and Project Manager to assist with compliance with safety and health policies and procedures.

16. Utilizes EPIC to document all clinical data.

B. Scheduling Duties

1. Utilizes the EPIC system and train other front office staff in EPIC and how to enter/change patient demographics, schedule patient appointments, consultations, laboratory tests, and other patient appointments.

2. Schedules referral appointments with other physician offices. Prints and sends appropriate records to physician offices as appropriate for referrals.

3. Schedules diagnostic tests and other medical tests as ordered by the physician. Provides instructions / directions to patients regarding scheduled tests.

4. Creates documentation or system entry needed for patient billing and works with the Business Office regarding patient billing procedures and issues.

5. Utilizes the EPIC system to coordinate with the Pharmacy in regards to patient’s chemotherapy orders and patients awaiting treatment.

C. Patient Records/Filing Duties

1. Prepares new patient charts as needed.

2. Utilizes scanner and scanning programs and trains front office staff to scan in and index patient medical records documents.

3. Maintains the active and inactive patient filing system, including:

a. Files incoming paper reports, dictation, nurse’s notes, etc., in medical charts.

b. Pulls paper charts for upcoming appointments and files charts when returned.

c. Thins patient charts as needed, including sorting records and maintaining multiple charts on the patient.

d. Reviews active patient filing system periodically and send deceased patient charts older than one year to off-site storage.

4. Obtains list of expired patients and pulls these files for off-site storage.

5. Process patient medical records release forms, ensuring they are completely filled out and give to ROI Coordinator for final processing. Sends required record releases for processing and is knowledgeable on the records release process.

D. Reception

1. In a professional manner, greets and directs patients and visitors that enter the facility.

2. Provides general information about services available to all patients and visitors.

3. Checks DAR frequently and monitors waiting room to ensure all patients have been accounted for.

4. Gives new patient folder to all new patients upon arrival.

5. Identifies expressed needs of patients through active listening and awareness and appropriately follows up on those needs, including informing physicians and staff of any noticed patient condition changes.

6. Trains new reception staff on EPIC and the front office processes.

E. Medical Office

1. Answers telephone with professionalism, screens telephone calls as needed, appropriately directs calls, and takes accurate messages. All medical related calls should be referred to nursing staff as appropriate.

2. Operates and maintains copier, facsimile, and other office equipment and requests maintenance and repair service as needed.

3. Sorts and routes incoming mail as appropriate. Places outgoing mail in proper receptacles.

4. Will be trained to order office supplies and work in conjunction with the Office Manager to ensure the office is fully stocked.

5. Prepares, prints and distributes daily oncology schedules.

6. Retrieves and prepares patient charts as requested and as needed for daily oncology schedules. Requests any missing reports/results as needed.

7. Requests patient x-rays, films, medical charts, and test results from other facilities. Prepares and faxes x-ray request forms to appropriate hospitals.

8. Provides support for off-site oncology specialty clinics, including: entering appointments, and processing paper charts.

9. Keeps written prescriptions for pickup by patients and gives to patients upon arrival.

10. Completes appropriate information on death certificates and obtains the physician signature as requested, and makes copies to file in the patient chart.

11. Ensures adequate copies of master forms are on hand including office, patient, and consent forms.

12. Initiates proper action in response to problems.

13. Complies with all applicable safety and health regulations, policies and procedures.

14. Will be an expert on EPIC and work with the Office Manager to train new staff on the computer system and all front office processes. Will also train existing staff on all EPIC upgrades.

15. Will attend meetings for the Office Manager when he/she is unavailable.

16. Will work with Front Office staff and internal departments (HR, AP, Billing, Administration, Nursing, Lab, Imaging, Radiation Therapy, and Prior Authorization) to rectify any issues and also work with these departments to improve workflow. Will train all staff on any workflow changes.

17. Will travel to other hubs or satellite locations to cover the front office when needed.

18. Will be trained on the vendor lunch scheduling system and be the backup to the Office Manager in working with external vendors to schedule lunches.

F. Professional Communication

1. Maintains confidentiality in matters relating to all aspects of employment, including patient/family/significant other confidentiality.

2. Interacts with patients/family/significant others with a variety of developmental and sociocultural backgrounds.

3. Is able to effectively communicate with, train, mentor, and manage front office staff. Is able to effectively communicate with all internal departments to discuss and resolve issues.

4. Provides information to patients and family/significant others that reduces anxiety and conveys an attitude of acceptance, sensitivity and caring.

5. Maintains professional relationships and conveys relevant information to other members of the health care team.

a. Internal Contacts: Physicians, nursing staff, laboratory staff, pharmacy staff, other office staff, billing representatives, etc., and staff at other facilities.

b. External Contacts: Hospitals, x-ray departments, couriers, laboratories, hospice, floor nurses, other physician offices, pharmaceutical representatives, etc.

6. Relays information appropriately over telephones, facsimiles, pagers, and other communication devices, and follows-through as needed.

7. Communicates appropriate information to supervisors, physicians, and/or other members of the healthcare team as needed, and follows-through on physician orders and requests.

G. Teamwork

1. Works collaboratively as a health care team member.

2. Assists with tasks necessary for the general operation and organization of the Medical Office.

3. Maintains positive attitude with patients, family/significant others and coworkers.

H. Professional Development

1. Attends staff meetings and mandatory in-services.

2. Will obtain certification in the EPIC system for front office so he/she can train new staff.

3. Participates in continuing education opportunities.

4. Contributes to the quality of patient care and participates in quality improvement initiatives.

OTHER DUTIES:

Performs other duties as assigned.

EDUCATION/QUALIFICATIONS: Previous experience in a leadership position at a medical office in reception, medical records, or as a medical assistant is preferred. Proven expertise in the EMR system and front office workflow. Previous experience with PCs and Windows operating system is required. Experience with a computerized practice management system preferred. Must take EPIC training and successfully pass required tests.

KNOWLEDGE/SKILLS/ABILITIES: Knowledge of basic medical office procedures and equipment. Knowledge of medical terminology, anatomy, physiology, clinical medicine, diagnostic tests, radiology, pathology, pharmacology, and other medical specialties related to medical/radiation/urological oncology. Verbal and written English communication skills for safe and effective patient care and to meet documentation standards. Eye, hand, and auditory coordination. Skills in typing and/or word processing; analytical skills necessary to maintain alphabetical filing system, including ability to distinguish letters and symbols; computer skills, especially word processing; organization and interpersonal skills. Ability to operate office equipment, including telephones, computer terminals, copiers, facsimiles, etc. Ability to perform basic arithmetic functions. Ability to compile and present information in an organized manner. Ability to plan, organize and prioritize work meeting time constraints and with little direct supervision. Ability to exercise some judgment on work to be done. Ability to function in a sometimes demanding and fast-paced work environment related to changing patient needs, including work with patients with acute, chronic, and complex disease processes and those who are dying. Understands and practices patient confidentiality. A positive attitude towards health care team members and diverse patient populations.

PHYSICAL REQUIREMENTS OF JOB: Standing, walking, sitting, climbing, carrying, pushing, pulling, lifting, bending, stooping, squatting, crouching, twisting, reaching, handling, kneeling, and wrist and digital dexterity. Speaking, hearing, and visual acuity to receive and interpret instructions; communicate with other health care professionals; use telephone system; and operate office equipment and computers. Exerting force (frequently up to 10 pounds and occasionally up to 20 pounds or more) to lift, carry, push, pull or otherwise move objects, including office supplies, medical charts, x-rays, etc. Able to assist, when needed, with patient lifting, ambulating, and transfer of patients in wheelchairs, on gurneys and beds. Able to support persons (possibly 200 pounds or more) in emergency situations. Able to move quickly from place to place on occasion. Possible driving.

MENTAL DEMANDS: Must be able to work under stress and adapt to changing conditions.

WORKING CONDITIONS: Normal medical office environment. Frequent work interruptions. Job duties involve potential for exposure to blood and body fluids, chemical disinfectants, and limited exposure to chemicals such as cleaning disinfectants and toners for office equipment.