Director, Front Office Operations

Bolingbrook, IL - USA

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

This position will be hybrid half remote and half in office in Bolinbrook IL.

Therapy Partners Group is the parent company of a thriving family of outpatient physical therapy and wellness brands throughout the United States. We are known for providing the highest quality individualized care for our patients and our team of highly skilled physical therapistswhoare passionate about helping patients achieve their goals.

The Director of Front Office Operations is a strategic leadership role responsible for the standardization efficiency and financial performance of the front-end operations across TPG. This individual will continually evaluate improve and optimize the Patient Journey. The primary goal is to ensure a seamless high-quality patient experience while maximizing the financial impact.The key to taking care of our patients is getting the referral scheduling the patient and beginning their treatment as soon as possible which is what this position is responsible for. Professionalism and strong relationship building skills are vital in this position. The Director of Front Office Operations will oversee the training of Patient Care Coordinators (PCCs). This position will be the liaison between Clinical Operations and Front Office Operations.

Responsibilities:

Consistent evaluation and updating front office workflows to be efficient effective and give the highest level of patient experience with every interaction
Develop Training and Education materials for all Front Office Team Members
Develop and Maintain accurate SOPs for all workflows
Optimize the scheduling process to fill provider schedules reduce no show rates and maximize provider utilization
Design scalable onboarding and training programs for all PCCs
Drive Point-of-Service Collections including co-pays co-insurance deductibles and past-due balances
Proactively monitor patient experience surveys to identify trends changes and areas of opportunity for improving the patient experience
Regularly report the outcomes of audits solicit feedback from department leaders and update SOPs and training based on findings
Perform analysis connecting updated training program to changes in audit results
Be cost conscience by having the minimal amount of staff to complete the job while ensuring the best patient experience
Collaborate with internal departments especially RCM and Operations to ensure any changes only positively affect the rest of the team
Ensure exceptional communication with cross-departmental team
Work with new partners to understand their workflows to assist them in making a smooth transition onto the TPG platform
Oversee Regional Front Office Manager and PCC Team
Ensure front-office practices remain compliant with varying state and federal regulations including HIPAA
Ability to use critical thinking skills to identify and communicate potential risks that may need immediate action from the team
Assures all company communications are fully communicated and understood by all team members
Engage with partner staff bring a positive mind-set use solid leadership skills and lead by example. Regularly express appreciation for work well done
Understand the implications of different insurances on workflows and adjust accordingly
Understand IVR and telephony to provide an exceptional patient experience

Requirements:
Education:
Minimum of a bachelors degree; Masters degree preferred. Preference given to those with a physical therapy degree

Experience:

5 years management experience in a medical office environment or similar field required. Physical Therapy Experience required.
Deep proficiency with EMR systems and data visualization tools
Proficient in MS Office Products: Word Outlook Excel and PowerPoint
Ability to maintain strictest confidentiality including HIPAA compliance.
Delegate and communicate in an honest direct and professional manner relating well to others to build rapport and effective relationships.
Demonstrates active listening by asking clarifying questions identify and share relevant information and solicit feedback from others and give and receives feedback objectively.

This position will be hybrid half remote and half in office in Bolinbrook IL.Therapy Partners Group is the parent company of a thriving family of outpatient physical therapy and wellness brands throughout the United States. We are known for providing the highest quality individualized care for our p...

Consistent evaluation and updating front office workflows to be efficient effective and give the highest level of patient experience with every interaction
Develop Training and Education materials for all Front Office Team Members
Develop and Maintain accurate SOPs for all workflows
Optimize the scheduling process to fill provider schedules reduce no show rates and maximize provider utilization
Design scalable onboarding and training programs for all PCCs
Drive Point-of-Service Collections including co-pays co-insurance deductibles and past-due balances
Proactively monitor patient experience surveys to identify trends changes and areas of opportunity for improving the patient experience
Regularly report the outcomes of audits solicit feedback from department leaders and update SOPs and training based on findings
Perform analysis connecting updated training program to changes in audit results
Be cost conscience by having the minimal amount of staff to complete the job while ensuring the best patient experience
Collaborate with internal departments especially RCM and Operations to ensure any changes only positively affect the rest of the team
Ensure exceptional communication with cross-departmental team
Work with new partners to understand their workflows to assist them in making a smooth transition onto the TPG platform
Oversee Regional Front Office Manager and PCC Team
Ensure front-office practices remain compliant with varying state and federal regulations including HIPAA
Ability to use critical thinking skills to identify and communicate potential risks that may need immediate action from the team
Assures all company communications are fully communicated and understood by all team members
Engage with partner staff bring a positive mind-set use solid leadership skills and lead by example. Regularly express appreciation for work well done
Understand the implications of different insurances on workflows and adjust accordingly
Understand IVR and telephony to provide an exceptional patient experience