Reception Supervisor

Job Title:  QMS Operations Supervisor

FLSA Status:  Non-Exempt

About us

Physicians East, P.A.is a team of skilled healthcare professionals united to meet the challenge of delivering quality, cost-efficient, comprehensive healthcare to the people of Eastern North Carolina.

Location & commitments

FT/PT/Temp/PRN role based at our Greenville (other) location, Monday-Friday, 8a.m. – 5 p.m.  Additional hours may be required to meet the needs of the business.  Weekend work is rare but can occasionally be necessary.

Supervision Received: Reports to Director of Operations and Operations Manager.

Supervision Exercised:  Supervises reception staff as assigned.

Typical Physical Demands: Requires prolonged sitting, some bending, stooping, and stretching.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment.  Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.

Typical Working Conditions:

Normal office environment.  Travel between all assigned facilities is required.  Occasional evening or weekend work as necessary.

About the role

Responsible for the general supervision of operations employees at the Arlington office to include the following departments:   Endocrine, Rheumatology, Pulmonary, Hematology/Oncology, GI, Surgery, Main reception, switchboard, phones, as well as Urgent Care, Winterville, Farmville, and Grifton offices.

Responsibilities:

• Supervise the receptionists, floaters, appointment secretaries and all other staff as assigned. 
• Train all new employees on office policies and workflow and work to provide ongoing updates and additional training for existing employees on informational and policy changes.
• Provide backup assistance to Manager and Department Coordinators as needed. 
• Train all employees on office policies and workflows specific to their assigned area. 
• Communicate all informational and policy changes from various departments.
• Manage information and training with On Job Trainers to provide ongoing updates and additional training for new and existing employees in a real time environment on computer software and business office policy changes.
• Provide guidance to employees in all areas of customer service to continuously strengthen their understanding of how their interactions with others affect their workplace.   
• Work closely with Nextgen Team to maximize Nextgen changes and education.
• Work with the Centricity Team to maximize system changes and education.
• Act as a liaison between assigned staff and other employees, physicians, patients, and vendors to allow for open communications and superior customer service. 
• Review the workflows of assigned areas in conjunction with other departments to guarantee the overall success of the office through well-organized, simplified processes that meet the various needs of both the patients and other staff members.
• Maintain payroll records and accounting for all assigned staff.
• Work with the Operations Manager to evaluate payroll reports to ensure maximum efficiency of the department.
• Assist Operations Manager in gathering and evaluating information from various sources to understand the profitability of the facilities. Work with the physicians, employees, and Directors to improve the facility’s bottom line though process changes, education, and redevelopment. 
• Work with Human Resources to interview and recruit possible candidates for business office vacancies.
• Conduct annual personnel evaluations.
• Document and carry out necessary disciplinary actions.
• Provide backup support/coverage for all positions within the department.  The supervisor must be available to cover early and late shifts for any area of the department.  The supervisor is expected to cover only in emergent or unusual situations.
• Coordinate with other department managers and physicians to resolve interdepartmental grievances.
• Maintain Nextgen schedules, open schedules monthly and update templates.
• Conduct departmental meetings monthly or as needed.
• Receive and report building or equipment problems to the appropriate maintenance personnel. Responsible for the coordination of all necessary work to minimize interruption to the office.
• Attends educational seminars.
• Attends meetings as needed, gather needed information for preparation of meeting.
• All other duties as assigned.

Candidate requirements:

• Requires associate degree in business, information systems or closely related field; Bachelor’s Degree preferred; or the equivalent combination of education and experience.  
• Five years or greater experience in healthcare including two to three years of supervisor and/or patient relations experience.  Strong knowledge of physician practice and/or hospital business process. 

• Must work well under pressure and can interact effectively with physicians, mid-level providers, clinical and non-clinical employees as well as the public and vendors.  

• Must display a high level of confidentiality, integrity, and initiative.
• Ability to form positive and collaborative relationships with all levels in the organization.

• This position requires strong organizational and excellent communication skills as well as being highly motivated and detail oriented.

• Must have a strong sense of team commitment, which includes meeting deadlines, punctuality and excellent follow-through and feedback.

• Must have demonstrated proficiency, skills and knowledge of healthcare related information systems, MS Office products, etc.    
• Possess the ability to identify gaps or problems in business processes and develop ideas to resolve them.  
• Have strong ability to lead and or work as a member of various cross-functional teams.  

Affirmative Action/EEO statement

Physicians East, P.A.is an equal opportunity employer and will not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, religion, creed, sex (including gender, pregnancy, sexual orientation, and gender identity, which includes status as a transgender individual), national origin or ancestry, citizenship, past, current, or prospective service in the uniformed services, genetic information (including family medical history), physical or mental disability, or other legally protected status. Reasonable accommodation will be made for persons with disabilities during the application process and/or at the time of employment. Requests for accommodation should be made to the Human Resources Department as early as possible in the application/employment process. Contact HR Office at 252-413-6368 or email careers@physicianseast.com

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.