Job Title: Office Supervisor

Reports: Owner

Job Status: Full Time

Position Summary

This role encompasses interactions with patients in addition to higher level administrative responsibilities.

Role and Responsibilities 

• Answering phones 
• Second on phones to Patient Care Coordinator
• Scheduling appointments 
• Converting inquiries over the phone to appointments
• Scheduling follow up, service, and routine maintenance calls
• Checking out patients
• Collecting co-pays, co-insurances, or amounts in full
• Training is available to understand amounts due for insurance patients per plan guidelines
• Understanding of required forms to be signed by patient, depending on purchase or purpose of visit
• Maintaining patient database and records
• Updating records based on initial and annual patient intake
• Submitting new insurance information for verification, as needed
• Scanning all documents pertaining to or signed by patient into their electronic record after each visit
• Insurance verification for same day appointments or as needed
• Initiate pre-authorizations or referrals, as needed
• Assist patients with myriad of questions; directing to correct area if do not know answer
• Order office supplies and marketing materials
• Maintain inventory of common items, including break room supplies, to ensure items are available
• Put up supplies when received in appropriate area
• Distribute mail
• Maintain accounts payable (A/P)
• Enter vendor invoices and pay monthly
• Communicate with vendors as needed for billing needs

• Enter office expenses and scan receipts
• Process daily deposit
• Cross-check amounts in merchant portal match amounts in office management system
• Deposit cash and checks at bank (weekly)
• Communicate routinely with Insurance Billing Specialist
• Give information requested by or provided by health care plans pertaining to 
• patient, specific claims, etc.
• Communicate with vendors, as needed
• Assigning serial numbers to patients
• Extending warranties, Seeking answers for patient questions
• Maintain accounts receivable (A/R)
• Sending invoices and balance due reminders
• Proceeding with collections process, as needed
• Leading morning huddles
• Consists of brief overview of schedule, items/topics to be aware of, alerts to ensure preparedness for next day, etc.
• Leading weekly team meetings
• More in-depth meetings of practice performance, outstanding items, upcoming events, etc.
• Maintaining PTO for employees
• Process PTO requests
• Process payroll
• Ensure each employee has turned in hours
• Prepare for payroll to be finalized and sent for processing by owner
• Run reports through office management system to stay aware of top referral sources
• Perform monthly inventory of hearing aid stock
• Assist with projects and support clinic owner
• Additional responsibilities, as needed

 Skills and Qualities

• Leadership qualities to lead meetings and office without direct supervision of owner
• Communication skills, both verbal and written, to communicate with team, patients, as a reflection of company
• Ability to juggle tasks, as many responsibilities run congruently throughout the day
• High-level thinker, meaning must be able to plan or anticipate for future needs of patient and practice
• Growth-minded perspective to facilitate growth of practice
• Ability to learn new processes and software easily
• Ability to deliver red-carpet, luxury, five-star patient experience

Desired Skills 

• Bilingual

Experience Qualifications

• Medical office background, preferred
• Retail Sales/Hospitality/Successful Server mindset or experience 
•  Display ability to convert patients from leads to appointments
•  Ability to provide high level of service despite patient demeanor
• Experience or familiarity with health insurance terminology is ideal, but not required

What does a typical day look like?

Morning: leading huddle by 8:10, completed by 8:20 am. Running deposit from previous day. Beginning tasks that need most attention before the day gets hectic. 

Ongoing through the day: Answering phones, determining patients’ needs, scheduling appropriate appointment types, ensuring we have insurance on file or obtaining new information from patients to best prepare for visit. As appointments wrap up, initiate invoice, collect payments due. If a patient is purchasing hearing aids, creating the purchase agreement and assigning those serial numbers to the patient’s name with the manufacturer (typically via email). Scanning in documents from patient visit; check for any demographic updates or new insurance presented that the patient care coordinator did not update.

Completing additional role responsibilities throughout the day. Some responsibilities are more of a weekly task, such as entering manufacturer invoices, preparing for and leading weekly team meetings. Monthly responsibilities include sending balance due reminders, paying manufacturer statements, supply inventory, etc. When responsibilities are performed is dependent on the person in the role and what works best for their needs, as long as deadlines are met.

What does success look like in this role?

The individual that can execute and fulfill all role responsibilities with accuracy while demonstrating our values, in addition to leading the team, meeting performance goals, all without daily direct supervision or assistance of the owner will be successful in this role.