Front Office Manager

Organization/Company Name: 
Wallace
Position Description: 

 

Who We Are: We provide an open door to exceptional health services and connections that support individuals and their families in healthy living.

Wallace is a not-for-profit Federally Qualified Health Center that is making a visible difference in improving the health outcomes of our community. As a rapidly growing, patient-centered primary care home, we are committed to offering high quality programs based on the most promising and progressive best practices. We are deeply rooted in our dynamic, vibrant, multicultural--and underserved--community. We believe that healthcare extends beyond the exam room, and focus on serving the whole person with support and resources that engage them fully in creating good health.

Want to learn more? Check out our website: https://mywallace.org/about-us/work-with-us/

Why Work With Us?

- The Wallace staff is our greatest asset in providing essential, high-quality health services to the greater Portland area. As the community we support grows, our team grows with it. We offer an exceptional workplace that values individual contributions, cultural diversity, and ongoing learning. 

- Employees have the opportunity to engage with overlooked and underserved individuals and families in our community.

- We collaborate with dedicated staff in an open, cooperative and respectful environment.

What You’ll Do: Our Bilingual Reception and Scheduling Coordinators are often the first welcoming connection our patients have with our clinic.  The Front Office Manager manages those team members and assures that we provide exceptional patient centered customer service, answering questions, scheduling appointments, supporting staff, and providing information to our community. Job duties include:

Medical Office Personnel Supervision and Management

- Develop and train front office staff on standards, protocols, and workflows for all aspects of the front office responsibilities

- Provide direction and support to ensure that staff are engaged team members of a Patient Centered Primary Care Medical Home care team

- Assure staff schedules are maintained in our web-based employee work schedule application

- Recruit, hire, orient, train, assign and direct work to ensure adequate and appropriate front office staffing

- Evaluate performance and recommend merit increases, promotions, and disciplinary action

- Plan and facilitate regular front office staff meetings

- Maintain effective communication with all front office staff and co-located programs

- Assure that staff achieves the most recent level of technical understanding and follows defined protocols in all necessary areas to include those established by third party systems functioning with medical operations (e.g., software)

- Recognize and utilize opportunities for staff development

- Assure the front office is appropriately equipped and able to meet expected performance expectations

- Delegate and manage projects effectively

- Participate in, and engage staff as appropriate in, organization quality improvement and transformation efforts  

- Comply with all applicable laws and fully cooperate with the Wallace compliance program

- Work is done in a fast-paced clinic environment with some weekend or evening hours required

Patient/Customer Service

- Support and maintain an environment conducive to patient comfort and confidentiality in a way that puts the patient at the center of our focus

- Oversee the quality of patient intake and reception for all medical sites and shifts  

- Participate with Management Team and leadership in customer service and technical skills training and onboarding of all front office staff

- Serve as an exemplary role model to supervises and all staff and project a positive image of Wallace to internal and external constituents

- Act as liaison between the front office and other departments and maintain positive working relationships with all staff in all departments

- Demonstrate exemplary interpersonal skills and commitment to teamwork to maintain effective working relationship with patients, providers, and outside agencies

Medical Information Management

- Assure accuracy and efficiency in front desk procedures and paperwork.

- Assure that front desk staff can assist providers and Medical Assistants (MA) with patient follow-up.

- Assure daily processing of incoming records and records requests, daily scanning, data entry, and troubleshooting of patient paperwork using Electronic Medical Record (EMR)

- Daily scanning, data entry and troubleshooting of patient paperwork using the EMR

Position Function: 
Administration
Position Type: 
Full Time
Salary: 
$50,000 - 65,000 / year ($24 - $31 / hour); we base our compensation decisions on candidate experience, our internal pay rate, and our internal equity
Benefits: 

We provide generous benefits for employees working 32 hours or more per week including 10 paid holidays per year, PTO beginning at 90 days, 100% employer paid medical benefits with buy up options, dental, vision, life and disability plans, medical and dependent care FSA plans, and 401(k) with employer match.

Required Qualifications and Experience: 

 

Who You Are: We are looking for someone who thrives in a team environment and who is passionate about serving their community. The technical requirements for this position are:

- Minimum of two (2) years of full supervisory responsibilities; or, a combination of education, experience and training that would ensure the successful performance of the duties of this position

- Bilingual spoken/written English/Spanish

- Managerial experience in a healthcare setting

- Revenue cycle experience

- Ability to handle crisis situations & multiple tasks in high patient volume environment

- Strong reception and administrative skills with high accuracy and attention to detail

- Able to work both independently and as a member of a team

- Effective verbal and written communication skills, including mediation, facilitation, and the ability to explain complex concepts and instructions to a variety of audiences

- Effective customer relation skills, working with diverse groups in a stressful environment, displaying an understanding of group dynamics and dealing with stress effectively

- Ability to coach and direct staff and handle sensitive situations

- Ability to quickly adapt to new technology and software, including Electronic Health Record systems

- Ability to plan, lead, organize and direct staff and programs

Preferred:

- Experience with Federally Qualified Health Centers

- Experience with EPIC or Wisdom

- Experience with School Based Health Centers

Wallace is an Equal Opportunity Employer. We believe in the power of communities to transform their health. We embrace diversity and inclusion in a serious way because we know that it makes us stronger. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills. As an equal opportunity employer, we stay true to our mission by ensuring that we are all "together in health.”

Address: 
18633 SE Stark St
Portland, OR 97233
Where Will Work Be Performed?: 
Same as the Employer Address