Description

Job Title: Office Manager 

Location/s: Lake Oswego

Reports To: Practice Manager/ Administrator 

FLSA Status: Exempt

Prepared Date: (Rev. 07/2023 nv)

Summary

The Office Manager plays an essential role in the practice. He/she is responsible for managing administrative and clinical staff and oversee office flow and patient flow as well as ensuring that day to day operations run smoothly by developing systems and procedures to ensure optimal efficiency, ensuring that the employees have adequate training, resources, and support, and that the patient’s needs are being met. 

The Office Manager is responsible for managing the overall compliance and certification programs, information technology, and building maintenance. Strong organization and communication skills are imperative to the success of this position. 

Supervisory Responsibilities

Manages the activities of all administrative and clinical staff at assigned Locations. Work and cover for the Office Managers at the other locations as needed. 

• Overseeing the work of all office employees to ensure they work productively and meet deadlines and company standards
• Counseling any employees struggling in their roles
• Answering telephone calls and emails from customers and clients and directing them to relevant staff
• Creating an office budget and ensuring all employees follow it
• Monitoring office supplies and ordering new stationery, furniture, appliances and electronics as required
• Interviewing and training new office employees and organizing their employment paperwork
• Organizing maintenance companies to keep the office clean and safe and ensure its appliances are in good working order
• Reporting office progress to senior management and working with them to improve office operations and procedures

Essential Duties and Responsibilities

Administrative Management - Collaborate with Front Desk Lead

• Supervise daily work of Front Office and Billing Office
• Delegate tasks
• Develop and assign projects.
• Work with Credentialling team to assure Physicians and Physician Assistants are Credentials with all insurance plans. 
• Maintains schedule to assure coverage for all providers and staff

Clinical Management - Collaborate with MA Lead and Clinical Coordinator

• Supervise daily work of Medical Assists/Nurse and Physician Assistants
• Delegate tasks
• Develop and assign projects
• Maintains schedule to assure coverage for all providers and clinical staff
• Work closely with the MA leads at the locations to assure proper workflow and completion of tasks 

Time Management - Collaborate with Practice Manager/Administrator

• Assists the physician(s) with office/personnel matters. Inform physician(s) of:
• Commitments
• Meetings
• Seminars
• CME Requirements and Course Schedules
• Office/patient appointments
• Hospital obligations
• Depositions/court appearances
• Other as required
• When necessary acts as a liaison between the physician(s) and:
• Management
• Pharmaceutical Reps
• Sales people (software vendors, advertising sales etc.)
• Contractors
• Patients
• Other physician(s)
• Other as required
• Assists the physician(s) with personal matters as deemed appropriate
• Assists the physician(s) in any areas to optimize his/her time
• Performs legal or professional correspondence as necessary
• Reviews current procedures and identifies ways to improve accuracy and efficiency
• Set goals for staff and work with Practice Manager and leads to develop KPI
• Holds regular meetings with staff and Management to determine practice needs
• Conduct and attend Front Office, Back Office and General Staff Meetings (Document Agenda and meeting minutes). Holds regular meetings with office staff to assure optimal medical care. 
• Hires and trains staff as needed
• Performs 90 days, quarterly and annual employee evaluations and as needed.
• Schedules regular in-service training programs to keep staff current

Practice Enhancement Marketing - Collaborate with Marketing Coordinator

• Work with our Marketing Coordinator for the marketing and public relations of your practice (s)
• Responsible for assuring good patient relations:
• Written communication
• Timely responses to patient complaints
• Adequate/consistent policies are in place
• Monitoring staff and patient satisfaction surveys
• Sending thank you notes for patient to patient referrals

Financial Management - Collaborate with Practice Manager and Accountant.

• Daily deposit reconciliation and weekly deposits/ reports
• Complete credit card purchases report weekly and monthly- CME/Travel Reimbursement reconciliation
• Maintains a system for accounts payable
• Supervise that all incoming bills are paid bimonthly and others as needed
• Issue patient and insurance refunds as required
• Prepares end-of-the-month and quarterly reports- Work with Billing Manager 
• Generates accounts receivable reports
• Generates monthly aging of account reports
• Generates other financial reports as required
• Keeps physician(s) aware of office activity and statistics
• Monthly reports of collections vs. services rendered
• Number of patients seen (New vs. Existing)
• Percent of Insurance vs. Self Pay
• Any growth or declined patterns noted
• Other reports as required
• Responsible for minimizing office overhead expenses according to acceptable area/specialty average
• Minimize office waste
• Inventory control system
• Control personnel waste as required
• Responsible for verifying daily deposit of monies
• Monitor service charges

Human Resources - Collaborate with Human Resources Manager

• Interview, and trains personnel as required to assure efficient and effective office workflow.
• Track employee’s time and attendance
• Process Time off Requests
• Produce detailed employee reviews 
• Conduct evaluation and training schedule for new hires
• Performance Review Data/Forms
• Fluctuating Work Week Letter (if applicable)
• Copies of incident reports 
• Responsible for managing the work schedule
• Ensuring that all shifts are covered
• Scheduling vacations
• Covering positions when employees are out
• Responsible for holding weekly staff meetings
• Responsible for rectifying all personnel problems as they relate to office efficiency, performance, and effectiveness
• Foster teamwork, coach employees and promote good will

Regulatory Responsibilities - Collaborate with Compliance Officer (OSHA and HIPPA)

• Understand and Implement State and Federal Employment Regulations Maintain OSHA standards
• Maintain HIPAA compliance
• Maintain employee records
• Have a clear understanding of Risk Management
• Responsible for having an appropriate OSHA plan. The plan should include:
• Blood-borne pathogen program
• Hazardous chemical communication plan
• Biohazardous waste tracking and disposal plan
• Laboratory plan
• Responsible for maintaining manuals and written materials as required by Federal and/or state plan
• Responsible for scheduling employee in-service meetings to familiarize staff of mandated OSHA information
• Responsible for assuring The Guard training is up to date with compliance requirements and staff training
• Responsible for assuring physical plan compliance
• Biohazard signage
• Lab
• Eyewash station
• Responsible for ensuring that the office maintains the appropriate inventory of universal safety precaution items (e.g., gloves, masks, gowns, eye shields, etc.)
• Responsible for assuring proper waste of biohazardous materials
• Sharps
• Contaminated supplies
• Chemicals
• Other
• Responsible for keeping up-to-date on the provisions of OSHA as appropriate

Medical Records Activity - Collaborate with Practice Manager

• Responsible for maintaining a current, accurate medical record system
• Responsible for assuring accurate and timely entries of pertinent medical information on all patients:
• Phone messages by patients
• Reports from outside facilities
• Referral Letters
• Progress notes
• Operative Reports
• Refills/prescriptions
• No Shows/cancellations
• Other as required
• Responsible for supervising all transcription activities, whether, in-house or out-of-house
• Assures quality
• Assures confidentiality of information
• Assures timeliness
• Responsible for maintaining a policy to assure confidentiality of Medical Records and Private Health Information to include:
• A Notice of Privacy Practices that is readily available for patients to review
• A policy for release of medical information
• Record storage
• Record destruction
• Personnel education on ethics and professionalism regarding record maintenance
• Any other activities as deemed necessary to maintain the integrity of the system

Environmental Management - Collaborate with Practice Manager/Landlords

• Responsible for the proper maintenance and functioning of the physical office
• Janitorial services
• Landscaping services
• Pest Control services
• Repairs/other maintenance
• Garbage
• Utilities
• Assures adequate insurance, proper permits and occupational licenses are maintained and up to date including;
• Liability/accident
• Contents/structure
• Accounts receivable
• Medical Records/Important papers
• Down time insurance (office closed due to fire, structural damage)
• Other as necessary
• Troubleshoot computer problems 
• Manage office environment 
• Organize repair work

Information Technology - Collaborate with IT Manager

• Responsible for management of office computer equipment, network, and Internet service
• Ensures that servers are operating efficiently and data is being backed up
• Assure practice Web site information for location is accurate
• Ensures data security and compliance per HIPAA standards

Performs any and all other duties which may be required to assure proper administration and management of the practice 

Requirements

• Strong written and verbal communication skills to produce reports, assign tasks, accept instructions and handle vendor contracts, among other tasks
• Organization and the ability to multitask to complete a wide variety of tasks
• Flexibility to help them adjust to new tasks should company or office needs change
• Strong interpersonal skills to interact positively with all employees
• Leadership ability to manage challenges and oversee employees
• Attention to detail to ensure tasks are completed thoroughly and correctly

Competencies

1. Practice Ideals – Maintain the professional atmosphere of the Practice; Follow CVLC Policy and Procedure; Upholds organizational values; Treats people with respect; Works with integrity and exhibits ethical behavior.
2. Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
3. Managing People – Includes staff in planning, decision –making, facilitating and process improvement; Takes responsibility for subordinates’ activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Improves processes and services; continually works to improve supervisory skills.
4. Planning and Organization - Prioritizes and plans work activity; Uses time efficiently; Integrates changes in work assignment smoothly, exhibits ability to adapt to changing scenarios; Sets goals and objectives both professionally and personally; Works in an organized manner.
5. Critical Thinking/Creative Problem Solving - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Supports practice decisions; Contributes to innovative approaches and ideas.
6. Communication - Listens and get clarification; Responds well to questions; Communicates effectively with team members; Communicates effectively with vendors and service providers; Writes clearly and legibly.
7. Job Knowledge - Competent in required job skills and knowledge; Exhibits ability to learn and apply new skills; Requires minimal supervision; Displays understanding of how job relates to others; Uses resources effectively.
8. Quality - Demonstrates accuracy and thoroughness; Displays commitment to excellence; Looks for ways to improve and promote quality; Applies feedback to improve performance; Completes work / tasks in a timely manner.
9. Dependability - Punctual; Exhibits intellectual honesty, accepts responsibility for behavior and decisions; Follows through on new tasks or programs; Responds to Medical Director’s direction, follows instructions; Does not waste Practice resources.
10. Use of Technology - Demonstrates necessary skills to perform job; Adapts to new technologies; Uses technology to increase productivity; Keeps technical skills up to date; Maintains technology in good working order.
11. Teamwork - Balances team and individual responsibilities; Focuses on solving conflict, not blaming; Gives and welcomes feedback (constructive criticism); Contributes to positive team spirit; Puts success of team above own interests.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: Bachelor's degree (B. A.) from a four-year college or university; or 5 to 10 years related experience and/or training; or equivalent combination of education and experience.
• Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Computer Skills: To perform this job successfully, an individual should have knowledge of Accounting software; Contact Management systems; Database software; Human Resource systems; Internet software; Inventory software; Spreadsheet software and Word Processing software.
• Other Skills and Abilities: Must have a positive outlook and have the ability to interact with a diverse group of people.