GENERAL SUMMARY:

Reporting to the Director of operations, manages assigned Medical Office Site(s) daily operations including management and training of staff, patient scheduling and insurance verification; performance of clinical activities and medical records documentation and compliance with billing protocols. Monitors site operational, financial, and quality and customer service level goals to maximize resources and patient throughput .

REPRESENTATIVE FUNCTIONS:

Oversees the daily operations of the assigned site(s) including the management of reception functions- scheduling patient appointments, facilitating the referral process, insurance verification, medical records administration and compliance with all billing protocols. Oversight of all clinical staff related activities in conjunction with Clinical Supervisor ( if applicable) and Physicians. Determines staffing levels based on patient care needs, patient flow, procedures scheduled, staff skills mix, clinic needs, customer satisfaction and productivity benchmarks. Develops a staffing schedule for provision of care within the budget established for the practice.

Develops and demonstrates expertise with the EMR system. In conjunction with the Physicians develops and optimizes physician templates for appropriate patient scheduling. Coordinates effective use of the building and rooms for maximum patient throughput. Monitors and manages telephone systems and staff response times. Completes monthly operational dashboard for identification and execution of operational improvements. Supports and executes policies and procedures.

Establishes strong leadership and credibility at the site(s) by modeling behaviors that demonstrate service excellence to build a partnership between staff, physicians, patients and their families and ancillary NCH departments. Facilitates cooperative working relations ship between site staff, Physicians, all other Medical Group and ancillary Northwest Community Healthcare departments. Collaborates with the Director, Physicians and site staff, using open dialogue to identify and resolve customer service issues and complaints through the use of appropriate communication techniques. Responsible for optimizing staff roles and productivity to meet all site performance expectations and patient experience goals.

Oversees management of the site(s) financial and capital budget administration. Assists in the development of the annual site(s) budget. Evaluates, specifies and recommends equipment for the site(s). Manages site's ongoing financial performance, reviews financial reports, identifies variances and analyzes trends, and formulates corrective action plans in collaboration with the Director, Physicians and staff to optimize site success. Works with Revenue Cycle and the billing office through workflows to maximize billing turnaround and accuracy. Routes billing questions to the appropriate department and handles patients concerns utilizing established workflows. Provides assistance and direction to staff on managed care program requirements.

Involved with NCH MG new hire processes. Interviews, hires, orients, provide ongoing education, coaching and discipline when necessary for subordinate team members. Relays performance expectations for all staff and regularly evaluates the performance of the team in accordance with NCH performance management system. Collaborates with Clinical Supervisor ( if applicable), physicians and leadership to develop accurate performance measures.

Supports development of team member's knowledge and skills through regular feedback, recognition of positive accomplishments and coaching opportunities. Conducts regularly scheduled physician and staff meetings and effectively communicates changes in policies, procedures and operations in a timely manner. Participates in leadership development by attending Leadership Training programs and coordinating and leading Managers team meetings when applicable.
Under the guidance of the Directors assists in developing strategic operational goals, initiatives and programs that are aligned with the Medical Group, hospital objectives and business development plans. Reviews various quality and productivity related management reports to monitor operational performance on an ongoing basis. Analyzes data regularly, identifies potential problem areas, and actively supports site (s) and Medical group performance improvement activities. Implements and monitors clinical and service related quality control activities. Seeks out creative solutions to identify areas to foster quality improvement and patient satisfaction. Assists with proactive interdepartmental problem solving and policy development.

Delegates and oversees activities of staff assigned to functions in coordination with QI efforts and the QI Coordinator for the site.

Demonstrates knowledge and understanding of patient privacy rights and maintains confidentiality of all medical, financial and other sensitive materials in printed, verbal or electronic form.

Adheres to all Northwest Community Hospital standards, policies, and procedures.

SPECIAL SKILLS AND ABILITIES REQUIRED:

The interpersonal skills necessary to interact effectively with all levels of staff, physicians, external contacts and patients.

The verbal and written skills necessary to prepare, develop and present information in a clear and concise manner.

The leadership skills necessary to delegate appropriately and direct the activity in provision of patient care and to effectively motivate and maximize staff performance.

The mathematical and business analysis skills necessary to research topics and regulations, collect, analyze, interpret and audit financial data, federal regulations, define problems, draw valid conclusions and make meaningful recommendations.

The organizational skills necessary to effectively develop and implement new processes and procedures.

KNOWLEDGE, PRACTICAL EXPERIENCE AND LICENSURE/REGISTRATION REQUIRED:

The level of knowledge normally obtained through the completion of a Bachelor's degree in a business-related or health administration field. Bachelor's degree in business or healthcare administration strongly preferred.

Minimum of 3years recent experience required working in a physician's office, or healthcare /managed care related operations or similar environment, with an emphasis on operational oversight of registration processes, reimbursement and customer service preferably at a management level.

See addendum for management experience requirements.

Proficiency using a personal computer to create and manage documents, reports and presentations in Microsoft Word, Excel, and Power point is required.

What you will need:Benefits:

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, and Vision options, including Domestic Partner Coverage
• Tuition Reimbursement
• Free Parking at designated locations
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities