Office Manager - Dr. Han Jo Kim

Hospital for Special Surgery•New York, NY

7d•Onsite

About The Position

How you move is why we’re here. ® Now more than ever. Get back to what you need and love to do. The possibilities are endless... Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success. If this describes you then let’s talk! HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment. Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Requirements

Associates degree
5 plus years physician office experience may be considered in lieu of Associates degree.
Previous experience in physician office or like service focused environment is required.
Demonstrates critical thinking while supporting the team to solve day-to-day challenges impacting their work.
Is adaptable and flexible when facing challenges and opportunities.
Actively engages in recommending process improvements, and encourages team members to do the same.
Sets clear expectations and holds team accountable.
Doesn’t avoid difficult conversations.
Communicates in a clear and organized manner that achieves desired results.
Speaks and writes professionally and respectfully.
Listens actively and empathetically.
Cascades information accurately and appropriately.
Builds trusted relationships with colleagues that enable desired work outcomes.
Works collaboratively to resolve issues or conflicts and escalates when appropriate.
Invites feedback and provides effective feedback to others.
Is open to others' ideas and points of view.
Identifies opportunities and needs and takes on new responsibilities.
Speaks up and shares ideas, creating an environment that encourages the team to do the same.
Delegates work effectively, trusting others versus doing the work for others.
Cares about the mission of HSS.
Actively participates in meetings and interactions with colleagues and/or patients.
Demonstrates a desire to learn and grow.
Models behaviors expected of team members.
Actively supports their teams to strike a balance between engagement and well-being.
Respects and holds self and/or others accountable to following HSS Policies and Code of Conduct. (Examples: Time and Attendance, Professionalism, Safety, Privacy, and a commitment to providing or supporting service excellence to patients.)

Nice To Haves

Bachelors degree
Detail oriented with ability to follow directions and identify issues to be escalated and followed-through.
Strong computer skills including familiarity with EMR or other related software programs.
Ability to work in a flexible and fast-paced environment.
Ability to contribute and work collaboratively as part of a team.
Experience with Epic preferred; knowledge of healthcare and health insurance as well as familiarity with medical terminology, highly desirable.

Responsibilities

Answers phones and greets patients courteously, clearly, and efficiently.
Demonstrates empathy, professionalism, and respect in all patient interactions.
Ensures timely communication via phone, email, or in-person regarding appointments, instructions, and follow-ups.
Handles patient concerns calmly, and appropriately escalates concerns to clinical staff when necessary.
Schedules appointments and surgical cases/procedures (where applicable) accurately, following provider protocols and availability.
Communicates effectively with other administrative staff and clinical teams to ensure smooth patient flow.
Prioritizes tasks to meet patient and provider needs in a timely manner.
Minimizes scheduling conflicts and delays through careful calendar management.
Manages physician’s academic schedule, including coordination of travel, and timely reimbursements/check request processing.
Proficient in the use of electronic medical records systems (e.g., Epic) and navigates scheduling, billing, and Microsoft Office software with competence.
Operates phones, scanners, copiers, printers, and other front-desk technology efficiently.
Reports malfunctions and follows proper procedures for service requests or downtime.
Learns and adapts to new systems and technologies relevant to office operations.
Follows through on key administrative tasks, including monitoring office pool messages/phone answer rates.
Thoroughly understands all administrative/operational functions in the practice.
Holds staff accountable (if applicable) for timely task completion, accuracy, and reaching set goals.
Proactively organizes daily office functions to support smooth administrative/clinical flow and minimize operational disruptions.
Effectively hires, trains, and develops support staff.
Oversees supply inventory and equipment maintenance.
Appropriately opens and follows through on purchase orders for supplies and medications.
Ensures appropriate staffing in the office and arranges coverage needs, ensuring there are no operational gaps.
Serves as the primary point of contact for administrative matters related to the physician's practice.
Properly escalates operational issues to Service Lead as needed.
Leads by example with integrity and professionalism.
Oversees physician in-basket for chart/encounter closures ensuring accurate billing, timely collections, and compliance with payer requirements.
Monitors front-end and back-end billing workflows including appropriate copayment and outstanding balance collections.
Tracks and monitors pre-authorizations to support timely patient access and billing compliance.
Collaborates with billing team or vendors to reduce denials and improve collections.
Responds to billing inquiries from patients, providers, and staff in a timely and professional manner.