Director of Front Operations

Springfield, MA

General Description:

The Director of Front Operations is responsible for ensuring successful day-to-day front office operations and delivery of services across all Caring Health Center sites, provides coordination and direction to Site Managers to ensure compliance with policies and procedures, oversees staff education, and ensures compliance, staffing, and department orientation for new staff..

The Director of Front Operations actively participates and assists Site Managers in developing Site-Specific Action Plans.

The Director will lead efforts to improve quality outcomes and operations in a way that contributes to an enhanced experience for staff and patients.  S/he will oversee the functioning of key systems vital to clinic operations, including efficient systems for scheduling and panel management.

This position is responsible for Call Center operations, Front Office operations, Medical Records department operations, and maintaining relationships with partners. The Director of front Operations will spend designated time in the practice location, supporting the clinic's work and operations to ensure each CHC's site’s success.

Reports to:      Vice President of Operations

Supervises:      Front Operations Site Managers

Salary/Status:   Exempt

Minimum Requirements:

  • Bachelor’s degree with concentration in Health Care, Master’s degree preferred.
  • Excellent interpersonal skills required for working with patients and staff.
  • Ability to demonstrate professionalism and respect; regard for patient privacy is essential.
  • Ability to analyze operational issues and solve them creatively
  • Excellent oral and written communication skills.
  • Familiarity with patient tracking systems, data collection, and data entry.
  • Organizational skills a must.
  • Ability to work independently and with a team.
  • Advanced computer skills and computer programs such as DRVS, Excel, PowerPoint, Word, Visio, OCHIN EPIC, Business Objects, Databases, Dashboards, Access etc. 
  • Demonstrated ability to lead change and work collaboratively with others at all levels of the organization

Essential Responsibilities and Duties:

  1. Lead Front Office Managers in maintaining a high performing office as defined and measured by metrics developed by the leadership team, UDS, PCMH and other regulating bodies and in alignment with the strategic plan.
  2. Provide oversight, direction, and access to resources and oversee front office projects from assessment through completion and ongoing monitoring.
  3. Implements and provides professional development opportunities, ongoing coaching, expectations set by the Chief Medical Officer, and Chief Operations Officer’s expectations.
  4. Monitors practice's progress in meeting government targets and regulations.
  5. Evaluates appointment procedures and patient’s experience and implements improvements.
  6. Implement and drive strategies that enhance robust physician and staff engagement.
  7. Responsible for ensuring that CHC sites and staff are being managed in compliance with HIPAA and patient confidentiality standards.
  8. Responsible for creating individual performance goals for each Front Office Manager aligned to the strategic plan and annual objectives, based on the specific needs of the population of staff and patients at their location.
  9. Participate in the preparation and monitoring of the department budget.
  10. Continuously monitor the effectiveness of all front operational initiatives that are implemented at each CHC’s site.
  11. Work with Front Office Managers to monitor the effectiveness of switchboard processes and procedures to continuously improve the number of calls answered while decreasing wait times and abandoned calls.
  12. Ensure compliance with state and federal laws and standards related to the Medical Records department's privacy, security, and record completion functions.
  13. Conduct audits across the department ranging from HIPAA compliance to standard protocol adherence and competency and address areas of concern and share/educate finding with staff.
  14. Participate in the recruitment, training, and supervision of new front operations employees.
  15. Collaborate with Front Office Managers implementing strategies to recruit new patients.
  16. Interact with patients, collects customer experience feedback and ensure that patient experience feedback is addressed in a compassionate and timely fashion.
  17. Oversee the complaint resolution process at each location, identify trends, and propose proactive solutions.
  18. Work with the Director of Quality and Risk to build purposeful reports, analyze resulting data, identify inefficiencies, and implement new procedures for improving our service delivery and workflows.
  19. Introduce patient experience strategic imperatives during new hire onboarding processes including, but not limited to, orientation, customer service scripts, greetings, standards, and strategies.
  20. Lead assigned front operations projects and programs by creating and executing project work plans.
  21. Ensure compliance with HRSA’s 18 Core Requirements.
  22. Serve as an advisory resource and catalyst for providing patient and family experience expertise for critical initiatives to ensure consistent patient and family-centered care.
  23. Responsible for continuous education in related fields and applying strategies learned within the department.
  24. Responsible for implementing educational workshops/training within the department and across the agency to drive a standard operating approach and comprehension. 
  25. Supports the health center ACO by providing high quality and value to patients within the plan and meeting expectations.
  26. Stays current with market trends in technology and practices and proposes and incorporates appropriate solutions for improved patient experience, compliance, efficiency and effectiveness.
  27. Fosters an inclusive environment and culture of excellence.
  28. Conducts annual evaluations and participates in corrective actions up to and including termination according to agency policy and procedure.
  29. Perform other related duties and participate in special projects as assigned.

Physical Requirements:

  • Prolonged periods of sitting at a desk and writing on a computer.

 Working Conditions: 

1.  This position may require the ability to work long and arduous hours.

2.  This position requires the ability to use a computer workstation, viewing a CRT.

JOB CODE: 10