REQUIRED LEADERSHIP COMPETENCIES:
Communication: Strong written and verbal skills are demonstrated in reports, correspondence, and presentations. Ensures staff is kept informed of Medical Center and departmental priorities. Communicates vision statement, goals, and demonstrates commitment toward their achievement.
Staff Development: Ensures staff receives mandated in-services in Safety, Quality Assurance, Risk Management, Customer Service, Infection Control and all other in-services as required.
Problem Solving: Recommendations and decision making reflect strong analytical skills and focus on quality, cost containment, and impact of change on other departments.
Customer Service Management: Incorporates the Medical Center's Customer Service goals in developing and/or revising departmental procedures and systems. Continually reviews the service delivery process to exceed customer expectations. Is perceived as a role model by staff, peers in customer service leadership and Equity, Diversity, and Inclusion.
Project Management: Participates in multidisciplinary task forces, committees and projects, demonstrating team spirit and ability to work with different internal customers. When leading, a project team demonstrates the ability to bring together different views and skills toward timely and effective completion of project objectives.
Professional Development: Participates in conferences, workshops, webinars and other professional development activities to maintain licensure and/or remain professionally current with advances in field of expertise.
Responsibilities
Collaborates with the Director of Ambulatory Care to develop and implement departmental goals and
objectives based upon identified growth opportunities and patient needs. Collaborates with Director to
evaluate progress toward attainment of goals.
Oversee the daily operations, patient flow and strategic growth of the ambulatory care center while
contributing to an environment of clinical excellence.
Using available utilization data, and in collaboration with the Practice Manager develops staffing plan and
schedules for the center to maintain appropriate staffing levels and staffing mix; ensures adequate staff
coverage by reviewing vacation and holiday schedules; approves overtime as necessary and authorizes
coverage for absent staff. Works in collaboration with Director regarding staffing vacancies, replacements and
new position requests.
Mediates or assists in the mediation of conflicts, differences, and misunderstandings between and amongst
patients, staff and providers. Interact with staff and patients and manage all feedback in a timely manner,
including investigating and resolving patient and staff complaints.
Analyzes and enhances clinic workflows, which include; working with patient registration to streamline check in
and check out processes, patient triaging, intake, discharge and exam room usage.
Serve as subject matter expert in Ambulatory EHR and ambulatory care center/program operations.
Understand Workers Compensation, No-Fault and Occupational Medicine visits and the registration process.
Compile and submit weekly/monthly/quarterly productivity (N/S, TNAA, etc.) reports to Director of Ambulatory
Care. Conduct regular chart reviews and data collection to ensure consistent and standardized exceptional
care is provided.
Ensures office staff members and providers are trained and versed on all applicable information
systems/websites associated with the practices and assist with all transitions to EHR's/upgrades, as
applicable.
Developing and maintaining the provider scheduling templates in the EHR to maintain efficient patient flow
while achieving productivity goals within each specialty as designated by the Director of Ambulatory Care.
Provide oversight and support to appointment schedulers and serve as back-up support. Works closely with
Practice Managers, physicians, and Patient Access to ensure physician/NP/PA and patient appointment
preferences are met.
Prepares for The Joint Commission, DOH and regulatory inspections ensuring compliance and safety
guidelines are followed daily.
In collaboration with Billing and Access departments, institutes and maintains tracking of physician activity
(visits, procedures, medications, etc) to ensure all revenue is captured. Ensures daily reconciliation of office
visits in all practices.
Resolves administrative and operational issues including the maintenance of practice property, telephones,
computer systems and installed software applications. Oversees supply ordering functions while monitoring
clinic PAR levels and budget. Maintains equipment maintenance and inventory.
Facilitates communication among physicians, staff and administration establishing a climate that
encourages teamwork and promotes collegial collaboration among all team members including regular
team meetings with office staff to discuss operational and financial initiatives.
Selects, hires and supervises staff; initiates disciplinary action, including improvement plans and terminations;
carries out annual performance appraisal of employees aligning performance to job description, sets goals and
improvement opportunities.
Ensures safe and professional patient care by enforcing and monitoring compliance to professional standards,
identifying clinical and educational needs of staff; recommends methods for improving staff competence and
patient care and assists in developing, implementing and evaluating programs.
Through meetings, in-services or other established means of communication, provides information to
departmental staff for effective patient care; identifies and puts into place appropriate monitors of patient
care delivery.
Oversees the quality assurance/quality improvement, identifying patient care issues, developing QA monitors and ensuring that follow-up actions are implemented utilizing a team approach.
Provides information required for reports on utilization, monitors, credentialing and scheduling as necessary to
be compliant with regulatory agency reporting and monitor requirements; prepares reports on service and
utilization as required.
Works with Director to ensure most efficient and cost-effective allocation and use of resources.
Maintains established departmental policies and procedures, objectives, quality assurance program, safety,
environmental, and infection control standards. Assesses gaps in policies and procedures, and create necessary
policies and procedures to fulfill these gaps.
Day shift, 40 hours per week. On call and responsible for facility operations 7 days a week.
Understands and adheres to the Medical Center's Code of Conduct.
Familiar with the Medical Center's Mission, Vision, and Values Statements.
Other Job Duties
Performs other related duties as required.
Education
Bachelor's Degree. Certification from the MGMA, AAPC, HFMA, or other practice management organization preferred.
Position Requirements
Minimum of 5-8 years practice management experience required in a large ambulatory care setting, preferably in a primary and multi-specialty care setting of greater than 25 providers. At least 3-5 years Supervisor or Managerial experience preferred.
Training new appointment schedulers about medical practice scheduling system.
Creating and managing provider appointment scheduling templates
Evaluating scheduler performance and correcting performance deviations.
Serving as resource to schedulers and providers with questions or issues and about the EHR system.
Strong administrative skills
Strong understanding of regulatory requirements for Ambulatory Care
Strong organizational skills.
Strong oral and written communication skills.
Strong interpersonal skills and work ethic.
Must be computer literate.
Speaks, reads and writes English to the extent required by the position.
Spanish speaking preferred.
Job Setting/Physical Demands
Ambulatory Services (Clinic), contact with staff, patients and families, physicians and ancillary staff.
A great deal of mobility required
May handle emergency or crisis situations. Crisis Intervention skills required.
May lift, position, push, and/or transfer patients.
Protective clothing may be required: mask or face shield, gloves, impermeable gown, particulate filter respirator.