Front Desk Supervisor

Company: INTERNAL MEDICINE ASSOCIATES, LLC
Location: Anchorage
Posted on: May 9, 2025

Job Description:

Description: IMA Front Office Lead Job DescriptionJob Title: Front Office Co LeadDepartment: IMA Business OfficeReports To: Practice ManagerSupervises: Front Office StaffOvertime Status: Non-exemptJob Summary: This position is responsible for providing supervision to front office personnel and serving as back-up support. Works closely with Practice Manager, CEO & Managing Physical, and physicians to ensure order is well maintained at the front office. Core objectives include: maintenance of office organization, customer service, streamlined processes for efficiency, and staff training and coaching.Primary Job Responsibilities:1. Supervises front office staff, including participating in their hiring, training, preparation of staff meeting and regular evaluations, to ensure the most efficient matching of physician/clinician availability and patient preferences for time and date are met, accuracy in the registration of new patients, submission of medical records in accordance to HIPAA regulations, and optimal customer service is provided to patients upon check in, over the phones, and at check out. 2. Assumes role of front office receptionist amidst staffing shortages or when department staff are absent.This Includes (but is not limited to): - Answer and screens telephone calls in a courteous manner, and record messages for physician and other personnel. - Schedule patient appointments and procedures according to IMA established policies and procedures. - Obtain accurate information from patients and ensure all registration forms are complete. - Collect patient and insurance payments and reconcile charges on a daily basis. - Prepare insurance forms and associated correspondence. - Verify account balances and refunds for accuracy. Provide information to patients regarding unpaid balances. - eFile records in appropriate sections of patient charts and keeps patient charts in proper order within the Intergy system. - Transcribe letters and create forms as needed. - Accurate data entry of patient demographic and insurance information. - Copy patient information and forward to requesting party after receiving appropriate consent to release medical records. - Maintain files and records in a confidential manner and ensure HIPAA Compliance. - Maintain organization and efficiency of front office department, including office supply inventory.3. Collaborates with the Practice Manager in maintaining and upgrading the Greenway Intergy system.4. Works with the Practice Manager, CEO & Managing Physician, clinical staff, IMA physician appointed hospitals and facilities, and physicians/clinicians to ensure Front Office procedures are meeting needs.5. Acts as resource for front office staff when they encounter patient issues such as customer complaints or physician dissatisfaction with services. 6. Produces reports on appointment patterns, trends, complaints, call volumes, and outcomes and analyzes results. Makes recommendations about improvement opportunities.7. Delegates front office staff daily tasks including, but not limited to: - Medical Records - Insurance eligibility & verification - Daily mail - sorting, processing returned, and outgoing mail - Generate and distribute reminder calls - Front office lunch & break times8. Performs other duties as assigned Education: High school diploma or GED; associate's degree preferred.Experience: Minimum two to five years of experience in a medical office lead/supervisor/management setting, with one year of experience in a clinical setting, preferably a medical practice. Performance Requirements: Knowledge:1. Knowledge of medical practice protocols related to front office reception and HIPAA.2. Knowledge of medical terminology for interpreting physician instructions and patient needs.3. Knowledge of grammar, spelling, and punctuation to type from draft copy and review and edit reports and correspondence.4. Knowledge of basic arithmetic to make calculations, balance and reconcile figures, and make changes accurately.5. Knowledge of confidentiality requirements related to patient information.Skills:1. Skill in training new front office staff out IMA Intergy system and work processes.2. Skill in handling incoming phone calls and triaging appropriately.3. Skill in both written and verbal communication.4. Skill in evaluating front office performance and correcting performance deviations.5. Skill in serving as resource to front office staff with questions or issues and about the Intergy system or IMA processes and protocols.Abilities:1. Ability to communicate instructions clearly.2. Ability to collaborate with all levels of clinicians and staff to meet needs.3. Ability to analyze data reports and make recommendations for improvement.4. Ability to type 60 words per minute using word processing software.5. Ability to flexibly respond to changing demands.6. Ability to organize and prioritize tasks effectively.7. Ability to work with little supervision.8. Ability to establish and maintain effective working relationships with patients, employees, and the public.9. Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software.Equipment Operated: Standard office equipment with emphasis on telephone, fax, photocopier, and computer hardware/software.Work Environment: Work performed in a medical office environment that is well lighted and well ventilated. Work may be stressful due to a busy office. This position involves continual interaction with other IMA personnel and with patients, both face-to-face, through means of written correspondence, and on the phone.Physical & Mental Requirements: Manual dexterity for office machine operation including computer and calculator; stooping, bending to handle files and supplies, mobility to complete errands or deliveries, or sitting for extended periods of time. Stress can be triggered by multiple staff demands and deadlines. Must possess the physical and mental abilities to perform the tasks normally associated with a Front Office Lead such as some walking, bending, and reaching. Repetitive use of computer may lead to nerve damage without ergonomic measures. Occasionally stress from dealing with patients with appointment and/or experience issues.Position Type/Expected Hours of WorkThis employee must be available during the work hours of 8:30 am and 5:00 pm, Monday through Friday, and is scheduled to work 40 hours each week to satisfy the needs of this position. Occasional overtime work may be required as job duties demand, per Supervisor authorization and direction.Position Interactions: - Responsible to:o Practice Managero Chief Executive Officer & Managing Physiciano IMA PhysiciansOther Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Requirements:





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Keywords: INTERNAL MEDICINE ASSOCIATES, LLC, Anchorage , Front Desk Supervisor, Other , Anchorage, Alaska