The Supervisor will act as the Patient Services leader and supportive resource to all front desk and surgery scheduling functions in Bismarck, Dickinson, and Minot. The Supervisor collaborates with the Director of Business Operations and Team Lead in ensuring Patient Services and Surgery Scheduling areas are running smoothly.  The job requires the ability to motivate and be a positive role model to others. 

The Supervisor reports to the Director of Business Operations.

TEAM LEADER ESSENTIAL DUTIES AND RESPONSIBILIES

1. Coordinates the day-to-day operations in Patient Services
2. Daily observing of the Patient Services Department (front desk/surgery scheduling)
3. Motivating team, ensuring a professional atmosphere where tasks are completed accurately and in a timely manner, creating an inspiring work environment built on mutual respect and productivity.
4. Ensure every team member has proper training, and provides additional training as needed.  
5. Regular coaching and ongoing establishment of expectations for the team to strive to.
6. Ensure phones are answered in a professional and timely manner; oversees patient flow to make certain patient wait times are minimized.
7. Presents solutions to problems and implements positive change in coordination with other Team Leads and Director of Business Operations, while recognizing the workflows of the clinic and the teamwork necessary to implement proactive solutions.
8. Responsible for speaking with one or more team members about troubling behaviors or addressing conflicts to ensure they maintain productivity and positive morale.  When necessary, serious employee concerns and issues are brought to the Director of Business Operations attention.
9. Evaluates performance on team members through coaching, monitoring, and appraising job results; prepares and performs employee evaluations in coordination with the Director of Business Operations.
10. Screen, interview and hiring of team members with support and assistance from the Director of Business Operations.
11. Provide courteous, unbiased and professional services to patients and assist other clinic staff as needed.
12. Responsible for scheduling the department, review and approve timecards, time-off requests, and other items related to time and attendance.
13. Responsible for acquiring forms and necessary supplies for department.
14. Reflects a friendly, compassionate, unbiased and professional patient service attitude.
15. Co-organize with Director of Business Operations, and host monthly meetings with Patient Services team.
16. Communicates with the Director of Business Operations as needed.
17. Other duties and responsibilities may be assigned.

PATIENT SERVICES ESSENTIAL DUTIES AND RESPONSIBILITIES

                Pre-Authorizations

1. Call insurance companies for required precertification on orthopedic surgeries completed at hospitals and surgery centers.
2. Provide precise and helpful information to patients in order to maintain patient satisfaction involving coverage issues or dispute questions (whether in person or on the phone).
3. Contact all insurance companies involving approvals, denials and general information.
4. Inform Director of Business Operations of concerns with authorizing a procedure.
5. Display reliability in job attendance.
6. Other duties may be assigned.

              Surgery Scheduling

1. Schedules office and hospital based medical procedures, for patients with appropriate provider and time/location slot, utilizing appropriate scheduling code.
2. Schedules diagnostic and imaging tests.  Schedules office and hospital based medical procedures, tests and imaging ensuring available time is utilized to maximum efficiency.
3. Interfaces with appropriate hospital staff to ensure a cohesive working relationship in providing patient care services.
4. Provides accurate, detailed information to patients regarding test preparations, time of patients scheduled arrival, and any other directional information needed; takes appropriate action in responding to questions from patients.
5. Confirms patient’s insurance provider and either obtains prior authorization or communicates need for prior authorization to appropriate parties as needed.
6. Completes pre-procedure phone calls and confirms appointment times with patients via telephone.
7. Other duties as assigned.

               Front Desk/Registration

1. Register patients and make follow up appointments
2. Enter accurate patient demographics and insurance data in a timely fashion.
3. Verify insurance information
4. Greet patients and provide customer service
5. Open/Close office for evening
6. Complete other duties as assigned

QUALIFICATIONS, SKILLS AND ABILITIES:

• Creating a safe, effective environment
• Motivating others
• Strong organizational and interpersonal skills
• Documentation skills
• Listening and verbal communication and empathy skills
• Must be able to act calmly and effectively in a busy or stressful situation
• Ability to operate the pc computer.
• Ability to operate copier/printer/fax
• Ability to operate telephone with voice mail.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED) plus one-year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE/MATHEMATICAL SKILLS

• Ability to read, write and speak the English language along with medical terminology.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

• Ability to solve problems
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to walk; use hands to finger, handle or feel; and reach forward with hands and arms. The employee is required to sit and stoop, kneel or crouch. The employee must frequently lift and/or move up to 20 pounds and occasionally lift or move 50 lbs, including assisting patients when required.  Employees are also required to stand, feel objects, tools, or controls, talk and hear.  Employee must have adequate physical ability including sufficient manual dexterity to perform the requisite health care services.

Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work in high stress and high-volume times.
• Ability to work in an area of moderate noise

INTERPERSONAL SKILLS

• Ability to maintain confidentiality and promote and support positive working relations among co-workers.

EEOC

The Bone & Joint provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.