Reception Team Supervisor

1.0 FTE / 40 hours per week.

GHC-SCW is committed to fostering a caring and compassionate environment while ensuring that individual differences are valued. GHC-SCW is a quality driven cooperative built on collaboration, community involvement, innovation, and belonging. It is essential that all employees, members, and patients feel secure and welcome, that the opinions and contributions of all individuals are respected and that all voices are heard. Join our team and receive training, resources, competitive pay and exceptional benefits including free parking at all our locations! Check us out by clicking on Many Talents, One Mission! The Benefits of Working at GHC-SCW.  

The Reception Team Supervisor - Clinic provides leadership, direct supervision and guidance within the reception team. The incumbent is responsible for maintaining ongoing knowledge of all functions within the reception team.  The incumbent is responsible for training staff and ensuring the reception team is providing quality work and excellent customer service. The incumbent assists with the day-to-day operations of the Clinic in collaboration with the Clinic Manager. The incumbent also has responsibility to help problem solve any patient concerns or issues. Additionally, the Reception Team Supervisor is responsible for providing a wide range of administrative support activities including answering the telephone (serving as back up to nurse and practitioner phone lines), directing and checking in of patients and other customers properly, scheduling appointments, answering general questions, collecting fees, organizing the desk and maintaining paper medical record flow within the scope of both the Unit Clerk and Team Receptionist roles. The incumbent works under general supervision and review of the Clinic Manager and/or other professional staff.  

Job Specific Minimum Qualifications

1. High School graduate or equivalent required.
2. Minimum two (2) to three (3) years of work experience in a setting that requires customer service skills required.  Experience in the GHC-SCW Reception department or a GHC-SCW department in a comparable position for a minimum of one (1) year is preferred.
3. Work experience in a Medical Reception setting including Unit Clerk/Specialty Scheduler role preferred. Relevant training may be substituted for work experience. Prior experience in a leadership capacity is desirable. Previous experience using the telephone in a service capacity required. Experience with medical terminology preferred.
4. Knowledge of or ability to learn GHC-SCW organization, primary reception areas, procedures and reception related procedures and practices.
5. Ability to learn and successfully apply primary care, multiple ancillary and specialty clinic procedures and practices.   
6. Excellent organizational skills required.
7. Excellent verbal and written communication skills required. 
8. Excellent customer service skills required. Ability to be culturally sensitive and work with diverse populations.
9. Ability to exercise strong judgment, demonstrating the ability to make timely decisions which allow the organization to meet customer needs and departmental objectives. Ability to interpret, explain and effectively handle employee concerns and problems required.
10. Ability to perform a variety of employee positions within the Reception Department required
11. Knowledge of and or ability to learn management and supervision of personnel, and program administration practices and procedures required. Knowledge of proper business conduct and protocol required.
12. Ability to provide guidance, direction and supervision to subordinate staff including organizing, prioritizing and scheduling of work assignments is required.
13. Ability to act in a diplomatic and professional manner required. Ability to work harmoniously and cooperatively with all personnel and the public required.
14. Ability to act in a professional manner when dealing with practitioner staff, personnel of other departments, fellow employees and the general public required.
15. Knowledge of and ability to use various computer programs including database, word processing, and email. 
16. Ability to use and/or learn on-line systems such as electronic medical record and appointment scheduling.   Experience with EPIC systems is desirable but not required. 
17. Ability to maintain personnel related and patient confidentiality required. Knowledge of or ability to learn and follow HIPAA requirements
18. Knowledge of quality improvement principles and practices.
19. Ability to analyze and assess various programs, identify trends, and make recommendations for improvements of processes and practices. Ability to recommend system design and performance improvement strategies required.
20. Ability to assist in maintaining provider schedules, ensuring time off requests and meetings are monitored.
21. Ability to prioritize and perform work appropriately and in a timely manner required. Ability to be flexible in daily assignments.
22. Ability to take and relay messages accurately and in a timely manner, including the ability to spell correctly required.

The incumbent knows and abides by all Group Health Cooperative of South Central Wisconsin (GHC-SCW) organizational and departmental policies, sets personal standards and strives for high quality work in completing assignments, performs job duties in a timely manner, and represents the organization in a positive manner. The incumbent understands our Mission, Vision, and Common Values (stated below) and is committed to promote these values in behavior and attitude. 

Our Mission Statement: We partner with members and the communities we serve to maximize health and well-being.

Our Vision: As a local, not-for-profit, member-owned Cooperative, we are the most trusted resource for lifelong health and well-being in the communities we serve.

Our Values

• We are a not-for-profit Cooperative
• We are member-centered
• We are equitable and inclusive
• We are quality-driven
• We are innovative
• We are community involved

We believe:

Healthcare is a human right.

In treating all people with dignity and respect.

There is strength in diversity.

Equity celebrates our humanity.

We are better together.