Medical Health Services Front Desk Supervisor

Colorado State University, United States

Updated: over 1 year ago

Location: Fort Collins, COLORADO

Deadline: 15 Dec 2022

Posting Details
Posting Detail Information

Working Title	Medical Health Services Front Desk Supervisor
Position Location	Fort Collins, CO 80523
Does this position qualify for hybrid or remote work?	No
Classification Title	Office Manager I
Posting Number	202200670P
Position Type	State Classified
Open Date	12/05/2022
Close Date	12/15/2022
Salary	$4,327 - $4,759
Employee Benefits	Colorado State University (CSU) and the State of Colorado are committed to providing employees with a strong and competitive benefits package that supports you, your health, and your family. Visit CSU’s Human Resources website for detailed benefit plan information for permanent full-time and part-time classified employees in the following University benefit areas: https://hr.colostate.edu/hr-community-and-supervisors/benefits/benefits-eligibility/ and https://hr.colostate.edu/prospective-employees/our-perks/ .
Full/Part Time	Full-time
State Classified Hourly	No
Overtime Eligible
Description of Work Unit	Patient Experience, Access, and Registration Services Patient Experience, Access, and Registration Services at the CSU Health Network provide a crucial link between the students and clinical staff of the Health Network. Essential duties include providing excellent customer service, referring patients and visitors to the appropriate departments, scheduling appointments for patients according to established policies and procedures, entering and verifying insurance and working collaboratively with all health network staff. The Patient Access & Registration staff strive to foster an environment which promotes patient comfort and trust and always exemplify the core values and missions of the organization. The Patient Access & Registration department provides services between the hours of 8:00 am – 5:00 pm Monday-Friday, providing attractive work schedules for staff. CSU Health Network The CSU Health Network (CSUHN) at Colorado State University provides a full range of cost-effective mental health and primary care medical services on campus, referral for community specialty care, and comprehensive health education and prevention services programming. Services such as physical therapy, dentistry, and optometry are available. The CSU Health Network is active in creating a healthy campus environment to support learning and success. For more information about the CSU Health Network at Colorado State University, see http://www.health.colostate.edu. Why work at Colorado State University? Commitment to Campus Colorado State University’s Commitment to Campus encompasses a wide range of programs, discounts, and special benefits available to CSU faculty and staff. Here are just a few… FREE credit courses (up to 9-semester credits per year) through Employee Study Privilege FREE growth/training/development opportunities FREE MAX transit use with CSU identifications FREE GED Preparation and Training After-school programs and summer camps for kids Tuition Scholarships up to 50% for eligible family members For more detail about these and other Commitment to Campus programs, visit:https://commitmenttocampus.colostate.edu/ . Retirement Programs While employees of CSU do not contribute to Social Security, the University and the state of Colorado offer competitive retirement plans. As a condition of employment and required by Colorado law, employees are required to participate in either the University’s Defined Contribution Plan (DCP) or the Public Employee’s Retirement Plan (PERA) of Colorado. Each plan offers a generous employer match between 10% – 21%. For more information, visit: https://hr.colostate.edu/prospective-employees/our-perks/ . Top Public Research University Colorado State University is one of the nation’s top public research universities and an institution on the rise. In the last decade, CSU has produced record enrollment, built on all-time highs in student diversity and student success; record fundraising far outpacing ambitious goals; groundbreaking research driven by a highly productive faculty; a campus revitalized by a transformational building campaign; and, perhaps most important, an unrivaled learning environment where nine of 10 recent graduates say they would choose CSU again and rate their education as excellent. CSU was recently ranked first among Colorado-based educational employers and fifth among all in-state employers in Forbes magazine’s “America’s Best Employers by State!” Campus Culture and Principles of Community Colorado State University has a campus culture that is driven by a desire always to do better and a vision to be the best place to learn, work, and discover. Our Principles of Community – Inclusion, Integrity, Respect, Service, and Social Justice – reflect our core values and support CSU’s mission and vision of access, research, teaching, service, and engagement. Each member of our community has a responsibility to uphold these principles when engaging with one another and acting on behalf of the University. Tobacco and Smoke-Free Colorado State University is a tobacco and smoke-free campus. For the health of our university community, the use of smoking, vaping or tobacco products is prohibited on CSU grounds or in buildings. Live in Fort Collins Fort Collins, which has been home to CSU since the University’s inception in 1870, is a vibrant, friendly city of 161,000 tucked against the foothills of the Rocky Mountains in Northern Colorado, just 60 miles from Denver. The city boasts a lively arts and cultural scene, shopping in historic Old Town, a strong economy, and is a haven for outdoor enthusiasts. With more than 200 miles of bike paths and trails, easy access to the scenic Poudre River and majestic Rocky Mountain National Park, and within easy driving distance of Colorado’s iconic ski areas, it is a year-round paradise. Boasting a mild climate, thriving high-tech industry, and some of the best microbreweries in the world, it’s no wonder Fort Collins annually ranks among the most livable small cities in the United States.
Position Summary	The Medical Services Front Desk Supervisor has oversight of the general administrative office and administrative operations that supports CSU Health Network Medical Services students and staff. The work includes deciding what operations will be performed and how processes will be implemented; creating and revising office procedures and writing office procedure manuals; designing forms; establishing general office record systems and resource libraries, including content of files and publications. This position supervises and works alongside the medical front desk reception staff to provide check-in and other services that assists with students gaining access to medical services according the their needs. This position supports the Medical Services staff. This position also assists the Access and Registration Manager with oversight of information flow, accountability and communication of the front desk staff, and other department managers. The Health Services Coordinator Supervisor position provides support to patients and Reception staff and assists the Patient Access and Registration Manager with oversight of information flow and accountability and communication with other clinical department managers. This position reports directly to the Patient Access and Registration Manager.
Minimum Qualifications	Experience Four years of medical office experience, which must have included one year of experience with electronic medical records and one year of supervisory experience. The required four years of medical office experience could be any or a combination of medical reception, medical billing, or medical records.
Substitutions	An Associate’s degree in Medical Specialties or related field OR a Bachelor’s degree in Nursing may substitute for the experience on a year-for-year basis. Note: Applicants must attach transcripts to their application in order for the substitution to apply.
Preferred Qualifications	The ideal candidate will possess the following competencies (e.g. knowledge, skills, abilities, other personal characteristics, etc.) which have been outlined as essential to performing successfully in this position: Experience Two years of lead or supervisory experience Experience coding charts Experience with medical billing Experience working with university population Understanding of how to read an Explanation of Benefits document Experience as an MA, LPN, or RN Knowledge, Skills, Abilities and other Characteristics Exceptional listening, verbal, and written communications skills Outstanding organization skills with an attention to detail Excellent conflict management skills Strong collaboration, customer service, and interpersonal skills Ability to analyze policies, programs, and initiatives to make recommendations for quality improvement A personal or professional commitment to diversity, equity, and inclusion through active planning and purposeful effort

Essential Job Duties

Job Duty Category	Student Assistance and Appointment Type Protocol
Duty/Responsibility	Determines appointment type based on medical symptoms described by the patient. Determines if a walk-in appointment or medical clinic appointment is more appropriate. Manages the flow of drop-in appointments, including those with urgent/ emergent concerns. Determines the amount of charges and method of payment for services. Greets and checks in patients/ clients Schedules/ reschedules appointments Answers incoming phone calls from either staff or students and addresses inquires. If needed, routes phone calls to appropriate staff or campus/ community resources based on the information given and needs of the caller. Determines from the patient medical record who the patient’s primary care provider. Verifies the student’s eligibility, insurance and fees paid prior to checking them in. Obtains, enters and/ or verifies health insurance information for each student at every visit to ensure timely and accurate filing of insurance claims. Provides guidance for walk in patients and checks them into the Acute Care clinic. Performs check-in duties by providing the necessary forms for the student to complete, verifies insurance and eligibility, and determines if they have completed their health history and HIPAA privacy forms. Assists patients as they move through the Health Network from initial check-in to routing students to appropriate clinical specialty services, ensures students receive the care needed and are accurately directed to additional services as appropriate. Monitors the waiting room to ensure patients are not waiting for an excessive amount of time or need assistance with wheelchairs, ice, or other emergencies. Assists students that are required to have regular and athletic physicals in providing information, filling out release forms, and scheduling appointments to meet all pre-appointment requirements. Follows all local, state and federal regulations and HIPAA guidelines when serving students or discussing patient information, especially as it relates to releasing medical and billing information to patients or third parties. Provides help desk services to patients and staff to include directing people to appropriate departments, answering questions and providing general assistance to meet the needs of all internal and external patients/ clients. Explains Health Network access fees to students if the student has an eligibility that does not require them to pay for the health fee due to a part-time enrollment status or other exceptional circumstance. Other duties as assigned
Percentage Of Time	60%

Job Duty Category	Front Desk Reception Supervisor Responsibilities
Duty/Responsibility	Work Culture Promotes the mission, vision, purpose of the Health Network Nurtures diversity, equity, inclusion, and justice within the work environment Ensures staff upholds CSU Principles of Community with engaging with one another – inclusion, integrity, respect, service, social justice General Administration Communicates organization and department information and strategic plans Manages employee performance through clear expectations, interactive communications, guidance and support, constructive and timely feedback; corrective communications and actions Supports staff identification of development opportunities for professional growth Facilitates performance appraisals according to State requirements Encourages team and individual accomplishment Orients, trains, and tracks progress of new employee integration Resolves problems/conflicts and ensures compliance with policies and performance standards Ensures accuracy and completeness of employee time and leave entry according to timeline Main Reception: Delegates job duties to front desk staff for service efficiency; includes collaboration and cross-training Ensures adequate staffing for excellent and efficient customer service at the medical front desk Coordinates with the Patient Access and Registration Manager to ensure coverage needs are met for all Health Network front desk reception areas in the Health Network Provides guidance to clinical support staff impacted by process and guideline changes within Medical front desk reception Performs super user role for the Electronic Medical Record other systems used to manage clinic operations Monitors and tracks accuracy of check-in process to ensure billing and insurance collection compliance; communicates trends in errors to reduce billing issues and plans/ creates training to address the gap in performance to improve billing and insurance compliance Assists all Health Network front desk staff with any issues relating to cash drawer balancing and reporting to Health Network Accounting Participates in quality improvement initiatives to enhance the quality of position processes and programs Other duties as requested by Management for which the position is qualified Clinical Specialty Area Reception: Performs the back up support role for the Patient Access and Registration Manager as point of contact for all clinical specialty reception support staff to ensure appropriate information flow from other department managers Maintains a working knowledge of referrals and insurance workflows Provides back-up coverage for Referrals Coordinator and Insurance Navigator Understands the appointing and/ or daily operational procedures for clinical specialties and serves as back up when employees are sick or scheduled to be out of the office Trains Health Services Coordinators in the Patient Access and Registration department to provide back-up services for these other clinical specialty areas Health Network Search Participation Performs the Search Support role for Health Network Administrative Professional searches Other duties as assigned
Percentage Of Time	40%

Job Duty Category

Front Desk Reception Supervisor Responsibilities

Duty/Responsibility

Work Culture

Promotes the mission, vision, purpose of the Health Network
Nurtures diversity, equity, inclusion, and justice within the work environment
Ensures staff upholds CSU Principles of Community with engaging with one another – inclusion, integrity, respect, service, social justice

General Administration

Communicates organization and department information and strategic plans
Manages employee performance through clear expectations, interactive communications, guidance and support, constructive and timely feedback; corrective communications and actions
Supports staff identification of development opportunities for professional growth
Facilitates performance appraisals according to State requirements
Encourages team and individual accomplishment
Orients, trains, and tracks progress of new employee integration
Resolves problems/conflicts and ensures compliance with policies and performance standards
Ensures accuracy and completeness of employee time and leave entry according to timeline

Main Reception:

Delegates job duties to front desk staff for service efficiency; includes collaboration and cross-training
Ensures adequate staffing for excellent and efficient customer service at the medical front desk
Coordinates with the Patient Access and Registration Manager to ensure coverage needs are met for all Health Network front desk reception areas in the Health Network
Provides guidance to clinical support staff impacted by process and guideline changes within Medical front desk reception
Performs super user role for the Electronic Medical Record other systems used to manage clinic operations
Monitors and tracks accuracy of check-in process to ensure billing and insurance collection compliance; communicates trends in errors to reduce billing issues and plans/ creates training to address the gap in performance to improve billing and insurance compliance
Assists all Health Network front desk staff with any issues relating to cash drawer balancing and reporting to Health Network Accounting
Participates in quality improvement initiatives to enhance the quality of position processes and programs
Other duties as requested by Management for which the position is qualified

Clinical Specialty Area Reception:

Performs the back up support role for the Patient Access and Registration Manager as point of contact for all clinical specialty reception support staff to ensure appropriate information flow from other department managers
Maintains a working knowledge of referrals and insurance workflows
Provides back-up coverage for Referrals Coordinator and Insurance Navigator
Understands the appointing and/ or daily operational procedures for clinical specialties and serves as back up when employees are sick or scheduled to be out of the office
Trains Health Services Coordinators in the Patient Access and Registration department to provide back-up services for these other clinical specialty areas

Health Network Search Participation

Performs the Search Support role for Health Network Administrative Professional searches
Other duties as assigned

Percentage Of Time

40%

Application Details

Special Instructions to Applicants	APPLICATION INSTRUCTIONS AND INFORMATION Clearly document job duties you have performed that relate to minimum qualifications, preferred qualifications, and essential job duties in the *Work Experience* section on the application. Human Resources must be able to evaluate your experience based on this information. Clearly outline dates of employment and hours worked per week for each employment experience listed in the Work Experience section of the Application so that Human Resources can calculate full-time work experience. Please note: Part-time experience will be calculated to determine the full-time equivalent. The *Work Experience is the only document that will be utilized to determine if minimum qualifications, as outlined in the job posting, have been met. The Application is considered to be the legal document on file; resumes will not be reviewed for minimum qualification requirements.* INCOMPLETE APPLICATIONS If an Application is considered “Incomplete”, the Application will be removed from consideration for the position. An Application is incomplete if no current/ previous employment is included in the *Work Experience* section of the Application. An Application is incomplete if “see resume” (or something similar) is noted, or previous employment does not contain job duties for every position in the *Work Experience* section of the Application. Positions requiring a degree or if using education as a substitution for work experience (e.g.: Associate or Bachelor’s) transcripts are required in order to verify receipt of the required degree or coursework. If official or unofficial transcripts are not supplied at the time of application, the Application is incomplete. RESUMES When a resume is listed as a required document, it may be used in the comparative analysis/ evaluation process to determine the candidates that most closely meet the qualifications of the position. This process occurs after an application has passed the minimum qualifications screening. Resumes will not be accepted in place of a completed application; however, some positions may still require a resume as a component for complete application materials. Please see the *Required Documents* section of the posting. NOTES Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason. The selection process for State Classified positions may include an exam(s) and interview(s) which require candidates to physically appear (at the CSU campus in Fort Collins, CO) at the candidates’ own expense. All status updates for this position will be sent via email from [email protected] , OR the Employment Consultant facilitating the search process. In addition to your Inbox, remember to check the Deleted and Junk folders for these important communications. Pertinent updates to your Application status can be obtained by logging into your application account at https://jobs.colostate.edu The successful candidate must be legally authorized to work in the U.S. at the time of application. Equity, Diversity, and Inclusion at Colorado State University The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law. Colorado State University is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require a reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our Human Resources – Employment Office, at [email protected] or call (970) 491- MyHR(6947). DEPARTMENT CONTACT INFORMATION Please check the Help link online at https://jobs.colostate.edu/help/ for assistance on your application or for answers to Frequently Asked Questions. All other inquiries should be directed to the Colorado State University Human Resources Office (970) 491- MyHR(6947).
Conditions of Employment	Pre-employment Criminal Background Check (required for new hires), Special Requirements/Other - Health Network follows CDC guidelines for Employee Health in a healthcare setting, including proof of vaccinations. Employees must show proof of compliance/willingness to comply by start date. Applicant must be legally authorized to work in the U.S.
EEO Statement	Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity/expression, or pregnancy in its employment, programs, services and activities, and admissions, and, in certain circumstances, marriage to a co-worker. The University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity and equal access institution and affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services. The Title IX Coordinator is the Director of the Office of Title IX Programs and Gender Equity, 123 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-1715, [email protected] . The Section 504 and ADA Coordinator is the Director of the Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836, [email protected] . The Coordinator for any other forms of misconduct prohibited by the University’s Policy on Discrimination and Harassment is the Vice President for Equity, Equal Opportunity and Title IX, 101 Student Services Building, Fort Collins, Co. 80523-0160, (970) 491-5836, [email protected] . Any person may report sex discrimination under Title IX to the Office of Civil Rights, Department of Education .
Background Check Policy Statement	Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.
Employment and Appeal Rights	If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging. Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director’s Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director’s Administrative Procedures are available at www.colorado.gov/spb . A standard appeal form is available at: www.colorado.gov/spb . If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.

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