Job Summary

The Office Supervisor will be responsible for daily operation workflow on customer satisfaction in the office. This position oversees projects that are assigned to staff and follows up with management as necessary. This position works collaborative with management to lead practice based quality improvement efforts and ensures achievement of office based LEM goals.

Essential Job Functions

• Provides daily staffing management of the physician practice.
• Responsible for the staffing schedule ensuring adequate coverage to meet patient care needs.
• Assist management to identify opportunities to flex staffing schedule to ensure appropriate coverage.
• Hold staff accountable on a daily basis for quality and efficiency of operations, identifying and providing feedback to management regarding performance issues.
• Participate as part of the office leadership team, encouraging staff involvement in improving performance, efficiency, and problem solving.
• Complete performance evaluations and corrective action/performance improvement plans for staff as appropriate and delegated by management.
• Assist management in daily safety of personnel, patients and families.
• Ensure staff incorporates national patient safety goals into the practice.
• Hold the required fire and safety drills at the location.
• Manage the daily service excellence and service recovery efforts of the practice.
• Interact with patients, responding to client service recovery issues in accordance with Excela Health Mission and Vision, referring to management when outside scope of authority.
• Act as a resource to the staff to address and resolve customer service issues.
• Assist the manager to maintain continuous compliance with all regulatory agencies.
• Monitor compliance with all standards, policies and procedures, reporting to management with any areas of non-compliance for follow up.
• Assist in maintaining and/or decreasing organizational and departmental costs.

Specialty Job Functions

• Assess customers’ needs and consider customer in decision making processes to ensure customer satisfaction.
• Ensure all staff greets customer in a polite and professional manner whether it is on the phone or face to face.
• Receive customers and/or answer telephone courteously, determines needs and respond appropriately.
• Oversee all projects assigned to staff.
• Process correspondence, respond appropriately, and/or direct to the appropriate individual.
• Process all legal correspondence according to policies and procedures.
• Take accurate messages capturing all pertinent information and direct to the appropriate individual.
• Work collaboratively with management to lead practice-based quality improvements efforts; monitor progress toward QI goals.
• Develop and implements standard work, in collaboration with management, to ensure consistency and quality of care delivery.
• Other duties as assigned.

Required Qualifications

• High School Diploma or higher education.
• Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.
• Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
• Proficient in Microsoft Office applications, including Outlook and Excel.

Preferred Qualifications

• One (1) year supervisory/management experience in an office setting.
• Experience in Healthcare setting.

License, Certification & Clearances

• Current Basic Life Support (BLS) approved curriculum of the American Heart Association (CPR and AED) program.
• Act 33 with renewal
• Act 34 with renewal
• Act 73 FBI Clearance

Supervisory Responsibilities

• This position has direct supervisory responsibilities and serves as a coach and mentor for other positions in the department.
• Management responsibilities include hiring, coaching, skills development, recognition and rewards, staff productivity and performance management.

Position Type/Expected Hours of Work

• Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).
• Travel may be expected locally between Excela Health locations.

LEAN

• Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Excela’s missions, vision and values.

AAP/EEO

• Excela Health is an Equal Opportunity Employer. It is the policy of Excela Health to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, marital status, non-job related disability, veteran status, or genetic information, or any other protected class. Excela Health will conform to the spirit as well as the letter of all applicable laws and regulations.
• Ability to perform the Essential Functions listed on the Physical Conditions and ability to perform the Essential Functions on the Working Condition chart below.

Work Environment

Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines

Physical Demands

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required