Office Coordinator

Trinity Health•New York, NY

34d•Hybrid

About The Position

This position is responsible for overseeing specified areas of the office in collaboration with the Clinic Manager. Primary responsibilities include ensuring patients receive friendly, efficient service and maintaining efficient flow of the overall office, working with other supervisors to achieve operational goals as defined by the practice leadership. This position typically works in an environment where a Clinic Manager oversees multiple office locations. The Office Coordinator is responsible for ensuring patients receive friendly, efficient service, supervising the medical reception staff, planning and implementing operational processes of the front desk department, and working with other managers in the office to achieve the operational goals. They manage more complex patient reception/medical records problems or insurance issues. The role supervises day-to-day operations of assigned areas to ensure efficient, fiscally responsible and customer-responsive procedures and operations. The Office Coordinator is approachable and welcomes opportunities to provide feedback to staff and problem resolution to patients. They oversee tasks that optimize workflow and provide suggestions to continually improve processes and the customer experience. Communication is thorough and prompt with office leadership, providers, triage and staff regarding all issues impacting day-to-day operations; clinical protocols are developed as needed to ensure compliance with federal regulations. The role maintains and updates regular schedules and PTO for assigned staff in IHA’s electronic timekeeping system; in conjunction with the Clinic Manager, approves or declines assigned staff PTO requests. They effectively organize training materials for new employees and keep materials up to date with any changes in procedures. The Office Coordinator keeps department staff informed on new guidelines and information required to do their jobs. They oversee the ordering and maintenance of office supplies for the front office. In conjunction with the Clinic Manager, hires and trains department staff, conducts employee performance reviews, and provides ongoing coaching for department staff; documents employee interactions and resolves patient and staff issues. The role assists in the development and oversight of the office budget and manages clerical audits, internal and external, for the office. May attend monthly Reception Leadership meetings, providing updates to staff and leadership through regularly scheduled staff meetings. The Office Coordinator maintains awareness of provider schedules and facilitates the efficiency of scheduling through training and monitoring of the daily schedules. They provide feedback to staff when needed and maintain knowledge of all office services, billing, and managed care department basic services. The role oversees daily functions of assigned staff and serves as a go-to for more complex and escalated issues. Supports other offices, attends required meetings and training, and participates in committees as requested. Assumes additional duties as required.

Requirements

High School graduate or equivalent with applicable college coursework or seminars in management and supervision
Credentialed as a Medical Assistant through one of the following certifying agencies: American Association of Medical Assistants (CMA), American Medical Technologists (RMA), National Center for Competency Testing (NCMA), National Healthcareer Association (CCMA), National Association of Health Professionals (NRCMA), American Medical Certification Association (CMAC) - required if training Medical Assistant staff
Minimum of 3-5 years’ experience working in a Medical Office, with Reception or Cross-Trained Medical Assisting duties required
Demonstrated ability to work independently and supervise an office staff with the general oversight of the Clinic Manager
Ability to effectively supervise and manage functional area within the Medical Office (Reception, Medical Records), providing feedback and guidance to staff and support more complex patient reception/medical records problems or insurance issues
Knowledge of patient care procedures and organizational policies related to position responsibilities
Proficient/knowledgeable in medical terminology
Ability to perform mathematical calculations needed during the course of performing basic job duties
Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, EPIC, 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
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
Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor
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
Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations
Good organizational and time management skills to effectively juggle multiple priorities and time constraints
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
Ability to handle patient and organizational information in a confidential manner
Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office operations
Ability to travel to other office/practice sites and meeting and training locations
Successful completion of IHA competency-based program within introductory and training period

Nice To Haves

Associate’s or Bachelor’s degree in relevant field (Management, Healthcare Administration, etc.)
Prior supervisory experience strongly preferred

Responsibilities

Ensuring patients receive friendly, efficient service
Supervising the medical reception staff
Planning and implementing operational processes of the front desk department
Working with other managers in the office to achieve operational goals
Managing more complex patient reception/medical records problems or insurance issues
Supervising day-to-day operations of assigned areas
Overseeing tasks that optimize workflow
Communicating thoroughly and promptly with office leadership, providers, triage and staff regarding all issues impacting day-to-day operations
Developing clinical protocols as needed to ensure compliance with federal regulations
Maintaining and updating regular schedules and PTO for assigned staff in IHA’s electronic timekeeping system
Approving or declining assigned staff PTO requests
Organizing training materials for new employees and keeping materials up to date
Keeping department staff informed on new guidelines and information
Overseeing the ordering and maintenance of office supplies for the front office
Hiring and training department staff
Conducting employee performance reviews and ongoing coaching for department staff
Documenting employee interactions and resolving patient and staff issues
Assisting in the development and oversight of the office budget
Managing clerical audits, internal and external, for the office
Attending monthly Reception Leadership meetings
Maintaining awareness of provider schedules and facilitating the efficiency of scheduling
Providing feedback to staff when needed
Maintaining knowledge of all office services, billing, and managed care department basic services
Overseeing daily functions of assigned staff
Serving as go-to for more complex and escalated issues
Supporting other offices
Attending required meetings and training
Participating in committees as requested
Assuming additional duties as required