POSITION SUMMARY

The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring the delivery of high-quality customer service, and maintaining compliance with organizational policies and procedures. This role involves managing front desk staff, coordinating patient registration, and ensuring a positive patient experience. The Front Desk Manager works closely with the Health Center Manager/Health Center Director to achieve the health center's goals and objectives and the Regional Director of Operations to improve patient access operations.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

1. Staff Management and Development (40%)

Supervise and support Business Associates and Patient Case Associates while working at the front desk.

Supervises and supports Front Desk Trainers.

Conduct regular performance evaluations and provide feedback.

Develop and implement staff training programs.

Foster a positive and collaborative work environment.

Provide support to Front Desk end users, troubleshoot issues, and identify training opportunities.

2. Patient Registration and Visit Flow (30%)

Ensure the delivery of high-quality customer service at the front desk.

Monitor accuracy of patient registration.

Monitor patient flow and manage appointment schedules.

Address patient concerns and complaints in a timely and professional manner.

Provides coverage a front desk as needed.

3. Operational Management (20%)

Oversee the daily operations of the front desk, including opening and closing procedures.

Ensure compliance with organizational policies and procedures.

Monitor and maintain the cleanliness and organization of the front desk area.

Ensure accurate payment collection and revenue cycle management.

Ensures In Basket tasks and message pools are completed daily.

Ensure cash drawers are created and closed daily.

Assist with application upgrades, and testing.

4. Compliance and Quality Assurance (10%)

Ensure compliance with all regulatory and accreditation standards.

Implement and monitor quality assurance programs.

Conduct regular audits and inspections to ensure compliance.

Reconcile payment collection audit reports and prepare financial reports.

• Strong leadership and management skills
• Excellent communication and interpersonal skills
• Ability to work effectively in a fast-paced and dynamic environment
• Commitment to providing compassionate and culturally responsive care
• Strong organizational and problem-solving skills
  

• Proven experience in customer service management or a related field
• Strong knowledge of front desk operations and patient care standards
• Proficiency with electronic health records and other healthcare technology
• Ability to work flexible hours, including evenings and weekends
• Strong understanding of insurance including Medicare and NYS Medicaid
• Ability to travel through the NYC Health Center Locations
  

• Bachelor's degree in healthcare administration, business administration, or a related field
• Minimum of 3-5 years of experience in customer service management
  

• Previous experience working with Planned Parenthood or similar organizations
• Proficiency in other languages
  

• Requires prolonged sitting and repetitive tasks, including use of a computer
• Frequent standing, walking, bending, and lifting
• Visual acuity sufficient to perform frequent work on a computer screen and review printed reports and other materials
• Ability to hear and communicate orally with others
  

• This job operates in a professional office environment/clinical office setting. Potential exposure to communicable diseases and other conditions in a health center environment
• May require travel to other health centers, sometimes in inclement weather
• Requires flexible schedule and the ability to work over 7.5 hours per day and/or 37.5 hours per week during peak activity periods
  

PPGNY's benefits package includes:

Generous PTO and holiday schedule

Medical, dental and vision coverage options for you and eligible dependents

FSA, HSA, Commuter pre-tax reimbursement funds

Short- and Long-Term Disability, Free Basic Life and AD&D

401(k) Retirement Plan with Safe Harbor contributions after 1 year of employment

All positions at PPGNY require:

Proof of immunization or immunity to certain communicable diseases (including influenza during the flu season and Covid-19) and testing for tuberculosis. These certifications are required by the NYC DOHMH Health Code, NYSDOH and OSHA.

Planned Parenthood of Greater New York (PPGNY) is a leading provider, educator, and advocate of sexual and reproductive health care in New York State. PPGNY is proud to provide a wide-range of family planning services at our brick-and-mortar health centers and mobile care units. We care for everyone regardless of their immigration status, zip code or ability to pay. PPGNY’s education and outreach programs are backed by medically accurate, evidence-based information that allows people to make informed decisions about their health and future. As a voice for reproductive freedom, PPGNY supports legislation and policies that ensure all New Yorkers have access to the full range of reproductive health care and education.

At PPGNY, we provide the absolute best care to our patients and our communities through innovative health care delivery and education programming. We care for everyone who walks through our doors regardless of insurance, ability to pay or immigration status. As a leading voice for reproductive freedom, PPGNY fiercely advocates for policies to ensure that all New Yorkers will have access to the full range of reproductive health care services and information.

PPGNY is committed to diversity, equity, and inclusion. We believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with common purpose. We encourage candidates from all backgrounds to apply.