Supervisor - Front Desk Operations (DEN) - 999846

We are excited that you are considering joining Nova Southeastern University!

Nova Southeastern University (NSU) was founded in 1964, and is a not-for-profit, independent university with a reputation for academic excellence and innovation. Nova Southeastern University offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more. NSU cares about the health and welfare of its students, faculty, staff, and campus visitors and is a tobacco-free university.

We appreciate your support in making NSU the preeminent place to live, work, study and grow. Thank you for your interest in a career with Nova Southeastern University.

Primary Purpose:

The main role of the Front Desk Supervisor is to ensure patients’ satisfaction and overall efficiency of the day-to-day front office operations of the designated clinic, including but not limited to, adequately managing assigned staff’s schedules and patients’ appointments to maintain an optimal customer experience, all in compliance with applicable rules and regulations.

Job Category: Exempt

Hiring Range: 

Pay Basis:  Annually

Subject to Grant Funding? No  

Essential Job Functions: 

1. Plans, directs, supervises, and coordinates work activities of subordinates and staff, including hiring, coaching, evaluating, and terminating, all in accordance with the University policies and procedures.

2. Coordinates staff schedules and rotations to ensure appropriate levels of staffing, cross-training, and standardization to maximize clinic’s efficiency.

3. Reviews and approves timesheets in Kronos for assigned staff.

4. Supervises the scheduling of patients’ appointments to ensure smooth patient flow and efficient business operations.

5. Oversees all front-end operations including, but not limited to, insurance verification, co-pay/deductible collection, and daily charges reconciliation, and authorizations/referrals.

6. Oversees and/or enters data in NSU specific software systems; performs regular audits to identify potential inaccuracies and put processes in place to prevent them.

7. Responds to patients’ questions/concerns and addresses complaints, requiring a broad understanding of policies and procedures.

8. Resolves escalated patients’ complaints.

9. Ensures clinics adhere to established policies and procedures related to benefits and authorizations to ensure accuracy and timeliness of requests while maintaining confidential information regarding HIPAA guidelines.

10. Participates in the development of policies and procedures; ensures procedures are communicated and administered consistently across clinic (s).

11. Handles facility work orders and orders office supplies.

12. May travel to various campus locations.

13. Completes special projects as assigned.

14. Performs other duties as assigned or required.

Job Requirements: 

Required Knowledge, Skills, & Abilities: Knowledge:
1. General knowledge of major responsibilities, accountability, and organization of a customer support department.
2. General knowledge and understanding of legislation and regulatory bodies affecting healthcare practices; expert knowledge and understanding of the Health Insurance Portability and Accountability Act (HIPAA).
3. General knowledge of MS Office Suite (Outlook, Word, Excel, and Access).
4. Customer and Personal Service – General knowledge of principles and processes for providing customer and personal services. This includes needs assessment, meeting quality standards for services, and evaluation of user satisfaction.
5. Personnel and Human Resources – General knowledge of principles and procedures for personnel recruitment, selection, and training.

Skills:
1. Service Orientation - Advanced skills in actively looking for ways to help people.
2. Complex Problem Solving - Proficient skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
3. Judgment and Decision Making – Proficient skills in considering the relative costs and benefits of potential actions to choose the appropriate one.
4. Time Management – Proficient skills in managing one's own time and the time of others.
5. Management of Personnel Resources – Proficient skills in motivating, developing, and directing people as they work, identifying the best people for the job.
6. Persuasion - Basic skills in persuading others to change their minds or behavior.
7. Active Listening – Basic skills in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
8. Speaking – Proficient skills in talking to others to convey information effectively.

Abilities:
1. Oral Comprehension & Expression - The ability to listen to, understand, and communicate information and ideas presented through spoken words and sentences so others will understand.
2. Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
3. Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
4. Detail Oriented - The ability to pay attention to details, understand underlying cause/effect relationships, and account for those details and relationships.

Physical Requirements and Working Environment:
1. Speech Recognition - Must be able to identify and understand the speech of another person.
2. Speech Clarity - Must be able to speak clearly so others can understand you.
3. Near Vision - Must be able to see details at close range (within a few feet of the observer).
4. Travel - Must be able to travel on a daily and/or overnight basis.
5. May be required to work nights or weekends.
6. May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
7. May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboards.

Required Certifications/Licensures: 

Required Education: High School Diploma or Equivalent

Major (if required: 

Required Experience: 1. High School Diploma and minimum seven (7) years experience in customer support/front desk operations, preferably in a dental office environment.

-OR-

Associate’s degree and minimum five (5) years experience in customer support/front desk operations, preferably in a dental office environment.

-OR-

Bachelor’s degree and minimum of three (3) years’ experience in customer support/front desk operations, preferably in a dental office environment.

2. Experience in a supervisory or leadership role.

3. Experience with Electronic Health Records (EHR) systems, preferably Axium software.

Preferred Qualifications: 

Associate's degree

Is this a safety sensitive position? No  

Background Screening Required?  Yes  

Pre-Employment Conditions: 

Sensitivity Disclaimer: Nova Southeastern University is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities and will make reasonable accommodation when necessary.

NSU considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status or any other legally protected status.