Title: Regional Front Office Administrator (RFOA)

Location:   19000 Hawthorne Blvd.Torrance, CA 90503

Travel? Yes, Travel Required to Locations in assigned region (approximately 20-25 clinics in the region)

Job Type: Full-time

As the Regional Front Office Administrator, you will work in combination with Regional and Clinical Directors to ensure a high level of patient satisfaction and that RCM Front Office goals are achieved. You will guide and develop a team of Patient Service Representatives to execute front office operational strategies to optimize processes and workflows for multiple locations throughout the assigned region.

Key Responsibilities:

• Promote PRNs Core values: Quality Service, Integrity, Compassion and Teamwork
• Hire, lead and develop Patient Service Representatives to offer exceptional customer service
• Collaborate with Clinic and Regional Directors as well as the Patient Engagement Supervisor to ensure effective patient scheduling and exceptional service quality to achieve best practice KPIs
• Collaborate with the Central Billing Office to help the operational effectiveness of the front desk with regards to billing and collections and to ensure timely and accurate resolutions of claims rejections and denials associated with Front Office processes
• Monitor and improve phone etiquette, patient greetings and check-in/checkout procedures to create a welcoming environment for patients
• Monitor tasks and authorization to ensure timeliness of completion
• Monitor to ensure OTC collections are meeting/ exceeding established goal
• Participate in annual performance reviews for Front Office staff
• Communicate corporate initiatives to the field and report regional needs back to corporate in a proactive timely manner
• Support the implementation of key initiatives to improve operational front office effectiveness
• Work with integrations team as new partners are onboarded to ensure front office workflows are set up appropriately
• Monitor IT issues and interface with team as necessary

Experience:

• A minimum of 5 years of experience in the health care field, ideally Physical Therapy or physician/ medical services
• Experience working with patient management software and systems. Raintree preferred

Knowledge and Abilities:

• Strong understanding of healthcare compliance, HIPAA regulations, and customer service best practices
• Maintains knowledge of payor guidelines
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and projects at the same time
• Comfortable interfacing with clients, providers, and other stakeholders at all professional levels
• Ability to exercise mature judgement and initiative in analyzing problems and recommending solution
• Travel required

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