POSITION DESCRIPTION:
Responsible for overseeing the Medical Records and Medical Reception staff and other specified areas of the office in collaboration with office leadership and the Practice Manager. This includes accountability for efficient patient/workflow, customer satisfaction, staff satisfaction, productivity and achievement of operational goals as defined by practice leadership.
ESSENTIAL JOB FUNCTIONS:

1. Supervises day-to-day operations of assigned areas to ensure efficient, fiscally responsible and customer-responsive procedures and operations.
2. Serves as a resource to patients and reception office staff; provides direction for the reception team (Receptionists, Medical Records). Is approachable and welcomes opportunity to provide feedback to staff and problem resolution to patients.
3. Develops and distributes daily assignments for assigned Reception staff.
4. Assists with recruitment, hiring, orientation, training and coaching of medical records and medical reception staff, in accordance with IHA service and human resource guidelines. Effectively organizes training materials for new employees; trains on all required job functions. Evaluates new hire clerical skills to ensure alignment for the role, provides feedback for the annual performance evaluations.
5. Ensures efficient and effective scheduling for the medical records and medical reception staff and maintains Time & Attendance program; coordinating timekeeping and time-off requests. Fills in as medical receptionist when needed.
6. Evaluates the performance of medical records and medical reception staff, recommends merit increases, promotions and disciplinary actions, in accordance with IHA service and human resource guidelines. Maintains teamwork environment and a high level of employee morale.
7. Oversees tasks that optimize workflow; provides suggestions to continually improve processes and the customer experience.
8. Communicates thoroughly and promptly with office leadership, providers, triage and staff regarding all issues impacting day-to-day operations; develop clinical protocols as needed to ensure compliance with federal regulations.
9. Implements inventory control system related to office supplies.
10. Manages clerical audits, internal and external, for the office.
11. Manages more complex patient reception/medical records problems or insurance issues.
12. Supports other offices, attends required internal and external meetings, performs other administrative support tasks, and participates in committees as requested.
13. Assists in the development and oversight of the office budget.
14. Maintains awareness of provider schedules and facilitates the efficiency of scheduling through training and monitoring of the daily schedules.
15. Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
2. Must be able to work effectively as a member of the office reception and medical records team.
3. Successfully completes IHA's "The Customer" training and adheres to IHA's standard of promptly providing a high level of service and respect to internal or external customers.
4. Maintains knowledge of and complies with IHA standards, policies and procedures.
5. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
6. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
7. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
8. Uses resources efficiently.
9. If applicable, responsible for ongoing professional development - maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

MEASURED BY:
Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.
ESSENTIAL QUALIFICATIONS:
EDUCATION: High School graduate or equivalent with applicable college coursework or seminars in management and supervision. Prefer Associate's or Bachelor's degree in relevant field (Management, Healthcare Administration, etc.)
CREDENTIALS/LICENSURE: None
MINIMUM EXPERIENCE: Minimum of 3 years' experience working in a medical office, with reception or cross-trained medical assisting duties required. Prior supervisory experience strongly preferred.
POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Knowledge of patient care procedures and organizational policies related to position responsibilities.
2. Proficient/knowledgeable in medical terminology.
3. Ability to perform mathematical calculations needed during the course of performing basic job duties.
4. Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, email, e-learning, intranet, Microsoft Word and Excel, and computer navigation. Ability to use other software as required while performing the essential functions of the job.
5. Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people, either in-person or virtually.
6. Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
7. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, family members, insurance carriers, vendors, external customers and community groups.
8. Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
9. Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
10. Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving staffing and complex patient reception/medical records problems or insurance issues.
11. Ability to handle patient and organizational information in a confidential manner.
12. Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office operations.
13. Able to work overtime as scheduled.
14. Ability to travel to other office/practice sites and meeting and training locations.
15. Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding, phone work and charting.
2. Physical activity that often requires extensive time working on a computer.
3. Physical activity that often requires sitting, walking, standing, bending, stooping, reaching, climbing, kneeling and/or twisting.
4. Physical activity that sometimes requires lifting, pushing and/or pulling up to 30 lbs.
5. Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
6. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
7. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS :
This job operates in a medical facility and requires regular walking to various locations around the hospital/clinic. Employees will be working where there is patient care equipment. Hazardous materials, including bloodborne pathogens and bodily fluids are also present. Exposure to sharps, x-rays, patients' conditions and some unpleasant sights, smells and contagious diseases is possible. This position requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.