General Summary:
Reports to the Front Office Operations Manager and is responsible to assist in planning and directing the daily
operations of the reception and switchboard services. In doing so assists in monitoring staff’s performance
including point of service collections, accuracy of appointment data, appointment schedules, phone notes and
other customer service issues, such as investigating and responding to patient complaints. Assists
Department Manager in managing the human resources of the department. In doing so, assists in interviews,
orientation, training, assigning work to, evaluating the performance of staff, and, when necessary, assists with
disciplinary activities. Assists in review, development and implementation of department specific policies,
procedures, goals and work processes to reach specified goals of performance. Assists in monitoring
insurance plans for scheduling requirements such as referral requirements and taking necessary steps to
implement work flow processes to ensure referrals are obtained in order to receive payment for services
provided.
Principal Duties and Responsibilities:
1. Assists department manager in the planning and directing of the daily operations of the reception and

switchboard services to ensure timely and accurate services.
2. Assists in monitoring and review of staff’s performance on specific areas including accuracy of

appointment data, appointment schedules, and other customer service issues. Identifies and resolves
problems affecting under performance areas.

3. Remains up-to-date on government, commercial and other third-party payor regulations as they relate

to scheduling appointments and implements work flow processes to ensure scheduling appointments
is done as needed to receive payment for services provider.

4. Assists in developing, implementing and administering annual capital budget in order to meet

established goals and objectives of the Clinic, ensures adherence to budget and initiates corrective
action to significant variances.

5. Assists department manager in researching and resolving more difficult department specific problems

such as denied claims due to lack of appropriate referral or authorization, complaints regarding
scheduling, and other issues that may come up in the departments.

6. Assists in management of the human resources of the department. In doing so, assists in interviews,

orientation and training, assigning work, evaluation of the performance of staff, completing staff
timecards and approving payroll, and, when necessary, assisting with disciplinary activities.

7. Assists in monitoring the daily operating activity of the departments such as work load, staff

productivity, and the like, and makes adjustments in work assignments as necessary. Prepares reports
such as Eligard, Plastics referral source, Vascular authorizations, 3rd next available appt count, no-shows,
etc. for review with department manager in order to effectively plan future department resources.
Assists in verifying and approving interpreter, phone, and Televox bills. Occasionally performs the
department duties in response to work load demands.

8. Assists department manager in monitoring online appointment requests, patient satisfaction surveys,

and department supply orders. Assists in investigating scheduling issues from the outreach sites and
helps to develop a plan to resolve. Assists in scheduling clinic physicians for marketing activities such as
educational programs to the referring practices and medical community, recording of podcasts, etc.

9. Responds to patient inquiries or complaints when necessary.
10. Conducts special projects and studies as requested.
11. Maintains knowledge of trends and developments in the field by reading appropriate articles, journals,

and related material, and by attending seminars, conferences and so forth.
12. Assists the department manager in conducting departmental meetings. In doing so develops the agenda

and gathers information pertinent to the specific agenda items, schedules meeting arrangements,
communicates meeting time and place, and participates in the meetings by leading specific agenda
discussions as required.

13. According to established guidelines, reviews and approves requests for time off, overtime, clinic request

off, attendance to education meetings and so forth.
14. Assists department manager in scheduling contrast coverage for MRI/CT as needed, communicating

coverage with department staff, getting updated calendar on the intranet, and reminding physicians of
their coverage dates.

15. Assists department manager with templating changes for existing and new physician and resource

schedules.
16. In department manager’s absence, provides back-up for day-to-day operations.
Knowledge, Skills and Abilities Required:
1. Knowledge of business management practices and ability to perform mathematical calculations when

analyzing staffing requirements, schedules, budgets, patient accounts, etc. at a level normally acquired
through completion of an associate’s degree in business, finance, or related field.

2. Approximately one to two years prior supervisory/management experience in order to effectively

manage assigned areas.

3. Excellent communication and interpersonal skills necessary for managing and directing staff, interacting
and educating physicians and other clinic staff and interacting effectively and courteously with patients
and their families.

4. Strong analytical skills in order to analyze appointment data, online appointment requests, and review

and improve work processes. Demonstrates strong organizational and follow through skills.