Front Desk Manager

Front Desk Manager Herald Christian Health Center - 2.5 El Monte, CA Job Details Full-time $35 - $45 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Life insurance Qualifications Quality control corrective actions Performance dashboard reports Project reporting Mandarin Regulatory inspections Revenue cycle management Computer operation Spanish Medical documentation Patient flow optimization Recruitment process management Medicare Operations management Insurance verification Managed care Electronic health records (EHR) management Achieving HIPAA compliance Phone communication Community health center experience Workflow management (operations management method) Computer literacy Intake Safety regulations Maintaining patient confidentiality Facilities management Healthcare Administration Cantonese Dashboard creation Bachelor's degree in business Compliance audits & assessments Data reporting English Research Mid-level Microsoft Office Financial analysis Vietnamese Medical scheduling Administrative experience Data quality management Team development CMS regulatory compliance Quality assurance audits Supervising experience Policy & process development Medical records Bachelor's degree IT experience within healthcare Team management Quality improvement Centers for Medicare and Medicaid Services (CMS) Conflict management Data entry Safe environment creation Recruiting Front desk Healthcare team management Bachelor's degree in healthcare administration Business Administration Patient interaction Overseeing audit functions Office management Root cause analysis Hospital emergency preparedness AI Business Working with individuals with language barriers Hospital regulatory compliance Medical claim denial management Leadership 2 years Implementing cost-saving initiatives Staffing management Overseeing training Customer complaint resolution Time management Staff development Performance evaluation Full Job Description I. Job Summary The Front Desk Manager is responsible for overseeing all front office operations at Herald Christian Health Center at all locations, including San Diego, ensuring patient access, regulatory compliance, revenue cycle integrity, and exceptional patient experience. This role also ensures adherence to Health Resources and Services Administration (HRSA), Medicare, Medicaid, and managed care requirements while maintaining culturally competent, patient-centered services. The Front Desk Manager plays a critical role in patient registration accuracy, insurance verification, sliding fee scale compliance, and safeguarding Protected Health Information (PHI) in accordance with HIPAA regulations. II. Essential Functions Front Office Operations Management ⁃ Supervise and manage all HCHC front desk teams. ⁃ Standardize registration, scheduling, and check-in/check-out processes and overall patient experience across all sites. ⁃ Ensure accurate patient demographics capture (including, but not limited to, patient proof of income, address, ID, etc.) and insurance data entry. ⁃ Develop staffing plans and schedules to ensure adequate coverage across all sites. ⁃ Monitor scheduling templates to maximize provider productivity and patient access. ⁃ Implement workflow improvements to reduce wait times and increase patient satisfaction. ⁃ Monitor and improve appointment utilization, no-show rates, and patient throughput. ⁃ Collaborate with clinical and administrative leadership to optimize workflows. ⁃ Counsel and resolve patient complaints and grievances. ⁃ Educate patients on program availability offered by HCHC. Administrative & Facility Oversight ⁃ Ensure front office environments are safe, clean, and compliant with regulations. ⁃ Oversee supply management and facility readiness. ⁃ Maintain emergency preparedness materials and protocols. ⁃ Support staff onboarding and cross-training. ⁃ Coordinate site readiness for audits and inspections. FQHC Compliance to Regulatory Oversight ⁃ Ensure compliance with HRSA requirements. ⁃ Monitor accurate implementation of the Sliding Fee Discount Program (SFDP) in alignment with Section 330 guidelines. ⁃ Ensure UDS data elements captured at registration are accurate. ⁃ Maintain documentation readiness for HRSA Operational Site Visit (OSV), the Joint Commission, and other applicable agencies. Revenue Cycle Support ⁃ Oversee insurance verification, eligibility processes, and financial screening. ⁃ Ensure accurate payer selection and coordination of benefits. ⁃ Ensure accurate application of sliding fee schedules and financial assistance programs. ⁃ Monitor front-end claim denial trends with Operations Director and implement corrective actions. ⁃ Collaborate with Billing Department to reduce registration-related denials. ⁃ Ensure timely collection of copays, sliding fee payments, and outstanding balances. ⁃ Develop strategies to reduce costs, generate revenues, increase billable visits, etc. ⁃ Analyze front-end financial performance metrics and recommend improvements. ⁃ Ensure adherence to Centers for Medicare & Medicaid Services (CMS), Medi-Cal/Medicaid and other managed care billing documentation requirements at intake. Patient Experience & Community Focus ⁃ Establish and maintain high standards for customer service and patient engagement. ⁃ Promote culturally and linguistically appropriate services. ⁃ Support interpretation services as required. ⁃ Address and resolve patient complaints and grievances related to front office interactions. ⁃ Ensure compliance with the Americans with Disabilities Act (ADA) accessibility requirements. ⁃ Foster patient-centered communication standards. ⁃ Implement patient satisfaction improvement strategies. Staff Leadership & Development ⁃ Provide direct supervision, coaching, and performance management to Front Desk Supervisors. ⁃ Lead recruitment, onboarding, training, and professional development of front desk and patient access staff. ⁃ Develop and conduct competency training, including but not limited to: § Insurance verification § Patient demographics update § Sliding fee scale application § HIPAA privacy and security § De-escalation techniques § Customer service ⁃ Conduct performance reviews and corrective action when necessary. ⁃ Maintain staffing schedules to ensure adequate coverage. ⁃ Promote a culture of accountability, teamwork, and continuous improvement. ⁃ Host weekly or monthly department meetings. Reporting & Metrics ⁃ Track KPIs including: § Registration accuracy rate/data capture § No-show rate § Same-day access utilization § Eligibility verification accuracy § Patient satisfaction metrics ⁃ Provide monthly reporting to leadership. Policy Administration ⁃ Work with the front desk and Operations team to create, change, and update handbook for front desk staff. ⁃ Help document intake and front desk procedures. ⁃ Answer patients' policy questions via phone, emails and through portals. ⁃ Recommends changes and updates to front desk handbook. Quality Assurance & Compliance ⁃ Lead quality assurance and performance improvement initiatives related to patient services. ⁃ Ensure compliance with FQHC, HRSA, HIPAA, and payer requirements. ⁃ Oversee audits, documentation accura cy, and corrective action plans. ⁃ Monitor data integrity in electronic health record systems. ⁃ Support organizational accreditation and regulatory reviews. ⁃ Maintain an attitude of continuous improvement. ⁃ Learn workflow improvement tools such as PDSA and root cause analysis. ⁃ Conduct internal department audits to prepare for interdepartmental and external audits. ⁃ Prepare for the Joint Commission, HRSA, and other third-party audits. Program Development & Strategic Support ⁃ Assist in developing and implementing new programs and services including patient portal. ⁃ Support organizational initiatives related to access to care. ⁃ Participate in strategic planning for development projects, including AI tools. ⁃ Oversee the implementation, utilization, and optimization of the patient portal system to enhance patient access and communication. ⁃ Ensure front desk and patient access staff are trained to educate patients on portal enrollment, navigation, and usage. ⁃ Monitor patient portal registration rates, usage trends, and response timeliness. ⁃ Collaborate with IT, clinical teams, and administration to resolve portal-related issues and improve functionality. ⁃ Develop and implement strategies to increase patient engagement through digital tools, including appointment scheduling, messaging, results review, and forms completion. ⁃ Ensure compliance with HIPAA and organizational policies related to electronic communication and data security. ⁃ Support quality improvement initiatives related to digital access, health literacy, and patient self-management. ⁃ Prepare reports and recommendations regarding patient portal performance and improvement opportunities. ⁃ Oversee training and implementation of eCW system's AI features for patients usability such as Healow Sign. ⁃ Prepare reports, dashboards, and performance summaries for leadership. ⁃ Represent patient services in cross-departmental initiatives. Mission Support ⁃ Adapt best practices in support of the health centers mission. ⁃ Propose thoughts, ideas and suggestions to improve the organization's effectiveness ⁃ Provide positive feedback in line with HCHC values and mission Project ⁃ Project will vary in duration, topics and level of efforts ⁃ Research a variety of front desk topics and creates a report, policy, circular or other work to improve process. III. Organization Expectation Adhere to all HCHC's Policies and Procedures. Conduct self in a manner that represents HCHC's core values at all times. Maintain a positive, respectful and professional attitude with all work-related contacts. Meet productivity standards. Able to work independently and also in a team manner. Attend staff meetings, health center events and complete all assigned trainings. Communicates regularly with the supervisor about work concerns. Meets productivity standards and performs duties as workload necessitates. IV. Education/License/Certification Bachelor's Degree in Healthcare Administration, Business, or related field (or equivalent experience). 3-5 years of healthcare front office experiences 2+ years supervisory experience. Experience in an FQHC or community health center preferred. Knowledge of Medi-Cal/Medicaid, Medicare, and managed care insurance. Familiarity with sliding fee scale programs Proficiency in EMR/PM systems. Experience preparing for

HRSA OSV. V.

Skills and Specifications Must have exceptional interpersonal skills, capacity to listen well, be professional, and diplomatic. Must be able to travel to different sites, including San Diego. Cultural humility and commitment to serving underserved populations. Excellent follow-through, meticulous attention to detail is essential. Strong leadership and coaching skills. Strong organizational and time management skills. Ability to solve problems and resolve conflicts Ability to manage sensitive and confidential matters. High attention to detail and documentation accuracy. Strong work ethic and prominent level of professionalism. Strong computer literacy and skills with specific experience in MS Office applications, payroll, and related software, etc. Bilingual in English and Cantonese/Mandarin/Vietnamese/Spanish preferred. VI. Physical Requirement Must be able to perform all physical requirements of the position (including but not limited to sitting, standing, bending, stooping, squatting, and walking for extended periods) with or without reasonable accommodation. Must be able to remain in a stationary position 50% of the time. May need to move boxes weighing up to 25 pounds across the office for various needs occasionally. While performing the duties of this job, the employee may be required to travel to all HCHC facilities as needed.

Equal Employment Opportunities:

Herald Christian Health Center is an Equal Opportunity Employer. All employees and job applicants are protected from discrimination based on race, color, religion, sex, parental status, national origin, age, disability, genetic information, political affiliation, military service, or other non-merit-based factors. These protections apply to all employment decisions, including recruitment, hiring, performance evaluations, promotions, training, and career development.

Disclaimer:

By signing below, you attest that you are able to perform the essential functions of the position satisfactorily and, if requested, HCHC will make reasonable accommodations to enable employees with disabilities to perform the essential functions of their job, absent due hardship. You understand that HCHC retains the right to change or assign other duties to this position. Nothing in this position description is intended to create a contract of employment of any type. Employment is strictly on an at-will basis.

Pay:

$35.00 - $45.00 per hour

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person