ABOUT THE STEADMAN CLINIC

Join The Steadman Clinic Team and embark on a rewarding career where you can make a life-changing, and often life-style saving, impact on the lives of professional athletes and community members alike. Here, you won't just be part of a world-renowned orthopedic team; you’ll play a vital role in delivering exceptional, patient-centered care that transforms lives. You'll also be surrounded by the stunning mountain communities that are home to our clinics, allowing you to enjoy a unique lifestyle that balances professional growth with outdoor adventure and the rewarding experience of making a positive difference in people's lives. This is more than a job; it’s an opportunity to blend your professional passion with an extraordinary lifestyle in the heart of the Rockies. Come be part of something truly special!

POSITION DETAILS

Job Title: Front Office Manager

Status: Full-time, year-round; Benefits Eligible

Classification: Exempt - Salary

Location: Primarily based in Vail, CO; this role does require regular travel to other clinic locations including Basalt/Aspen, CO; Frisco, CO  as much as 40% and as needed by the organization.

Schedule: Monday - Friday; shift dependent on business needs

Pay Range:  The entry pay for this position is $65,000-$80,000. Entry pay will increase from this base rate based on health care or applicable customer service experience.

POSITION OVERVIEW:

The Front Office Manager supervises all front desk employees in our Vail, Frisco, Edwards and Aspen clinics. This position encompasses all the duties of the patient representative and is the initial face-to-face representation of our world-class customer service. This manager position provides leadership and support to all front desk employees (at all clinic locations), implements and enforces The Steadman Clinic standards of excellence in all areas supervised. This position includes duties which facilitate the work of the physicians and clinical staff. The Front Office Manager uses initiative in carrying out recurring assignments independently without specific instruction, but refers deviations, problems and unfamiliar situations not covered by instruction to Chief Operating Officer for decision or help. This position will also generate and manage correspondences as directed.

MAJOR JOB RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

Team:

• Provide guidance and direction to our patient representative employees, including setting performance standards.
• Ensure team members possess positive attitude that creates welcoming environment for patients and employees
• Mediate interpersonal problems and address concerns. Make recommendations to the VP- Clinical Operations concerning personnel matters and assist with follow through of disciplinary actions.
• Appraise staff.
• Interview, hire, train and evaluate front desk staff to maintain the high level of customer service set by the Steadman Clinic
• Work with Director of Patient Experience to ensure service standards set and maintained, and the Steadman Clinic branding is consistent across all locations
• Accountable for following up with staff and their mistakes & documentation.
• Motivate employees for growth and development
• Schedule all front office staff and address staffing changes to make sure all positions are covered when employees are out sick, on vacation or have terminated employment.
• Oversee & sign off on time sheets for patient representative employees.
• Approve and deny time off requests, keep shared TO calendar up-to-date.
• Fill in as necessary in any front office position.

Financial:

• Responsible for overseeing a process that ensuring the staff balance their batches/collections.
• Initiate a rewards program for most collections made by front desk employee.
• Periodically review postings by staff to ensure accuracy.
• Work with Billing office to decrease billing errors due to patient registration.

Clinical teams:

• Creation, implementation, and maintenance of front office training policies saved on the shared drive.
• Interact with practice managers to address concerns and ensure seamless patient registration
• Work with all clinical team members as the liaison between front desk and clinical staff.

Overall:

• Handle difficult patients/patient complaints with professionalism, and report patient concerns to Director of Patient Experience
• Ensure all outstanding issues are resolved by end of day, or acceptable plan is in place for resolution
• Interact with insurance, scheduling and medical records team leads for improved processes
• Periodically review front desk operations for efficiency & accuracy.
• Monitor wait times in reception area and work with clinical teams to provide solutions for improved patient experience
• Constantly review registration forms for improvement and work with Clinical Applications Manager towards digitizing processes
• Continuously educate team on Modmed enhancements, work with Clinical Applications manager to enhance registration
• Make recommendations to VP Clinical Operations as to ways in which the front desk can be enhanced.
• Handle maintenance and facilities requests within the Vail, Frisco, Edwards clinics
• Work with Housekeeping provider to schedule regular maintenance for carpets, tiles and other
• Stock supplies for front office and admin support
• Responsible for making sure all clinic reception areas are well-maintained with newspapers, magazines, coffee and snacks.
• Regularly visit other clinic locations to meet with FD employees and ensure The Steadman Clinic standards maintained.

Perform other related duties as assigned.

Please note, the responsibilities and scope outlined in this document are not exhaustive and may evolve based on the business's needs. This job description serves as a general overview of key duties and responsibilities but is not intended to be a comprehensive list of all tasks required for the position. Duties may change at any time, with or without notice, and at the sole discretion of The Steadman Clinic.

MINIMUM QUALIFICATIONS:

• High School diploma or GED, prefer Bachelor’s degree and at least three years of patient representative experience highly preferred, and/or other applicable health care experience.
• Supervisory experience (3 - 5 years) highly preferred.
• Knowledge of medical insurance billing preferred.
• Knowledge of Microsoft computer applications.
• Ability to travel regularly to all clinic locations, up to 40%, both planned and unplanned.
• Ability to fluently speak and understand English.
• Pleasant, courteous manner required and ability to handle patient service issues, in person or on the phone.
• Able to work in a fast paced environment and handle a variety of tasks simultaneously; ability to work with frequent interruptions.
• Excellent organization, communication (both written and verbal) and interpersonal skills required.
• Must be able to handle sensitive and confidential information appropriately and represent The Steadman Clinic in a mature, professional manner at all times.
• Must be energetic, quality driven and have proven ability to be productive member of the cohesive team of peers dedicated to providing optimum patient care.
• Must maintain a professional attitude towards patients and an excellent and collegial working relationship with other Steadman Clinic, Steadman Philippon Research Institute and hospital personally.

EMPLOYEE BENEFITS:

We support our employees and their families with a robust, comprehensive benefits package to ensure life in the mountains doesn’t come with compromise. Come work with us to enhance your career and thrive in our mountain communities. Benefits eligible employees receive the following:

• Health, Dental and Vision Insurance with generous premium subsidies for you and your family
• 401(k) Retirement with a Safe Harbor contribution amount equal to 4% of eligible compensation and discretionary profit-sharing contribution.
• Time Off Benefits: Staff receive 7 paid holidays annually. Employees can also earn up to 155 hours of PTO within their first year. In addition, employees accrue sick time of 1 hour per 30 hours worked, up to 48 hours / year.
• Wellness Bonus to encourage adopting and maintaining wellness and an active lifestyle.
• Employee Assistance Program with confidential support from licensed professionals.
• Leave Benefits: The Steadman Clinic covers the cost of paid family medical leave in Colorado, basic life and AD&D, short- and long-term disability.

How to Apply: Applications for this position will be accepted until 30 days from the posting date. If the position is not filled during this time, the application window will be extended. Candidates who are selected to move through the interviewing process will be contacted directly. To apply, submit your online application.

We are an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.