PM Specialties Supervisor (5813)

Brockton Neighborhood Health Center•Brockton, MA

4d•Onsite

About The Position

The PM Specialty Supervisor oversees practice management staff and daily operations for Behavioral Health, including HRC Behavioral Health, and Eye Services, under the leadership of the Director of Practice Management. The position supports effective departmental operations, staff performance and development, compliance, customer service, and quality improvement. The supervisor manages personnel matters, staffing coverage, payroll timecards, evaluations, and staff training. The role monitors departmental volume, workflows, referrals, scheduling, insurance referrals, prior authorizations, check-in accuracy, and call handling. The supervisor also supports clinical managers and directors, helps plan and implement new services, responds to patient complaints, and ensures compliance with applicable standards and regulations. The position is based in a busy community health center in a high-crime urban neighborhood. Work involves frequent interruptions, high work volume, varied activities, crises, and deadlines. The schedule may vary as needed for emergencies, and the supervisor may cover duties for absent staff.

Requirements

Three years of clinical secretary experience within a Practice Management department at a health center or medical facility.
High school diploma or equivalent.
Knowledge of electronic practice management and referral systems.
Proficiency with word-processing equipment, computers, scanners, laser printers, copy machines, voicemail systems, and a 10-key pad calculator.
Ability to lift small pieces of equipment and/or boxes weighing up to 20 pounds.
Ability to perform interoffice walking.
Visual acuity sufficient for frequent reading and computer work.
Hearing acuity sufficient for conversations, with or without audio devices.

Nice To Haves

Associate degree preferred.
Work experience in a multicultural setting desired.
Bilingual ability strongly preferred.

Responsibilities

Oversee practice management staff and daily operations for Behavioral Health, including HRC Behavioral Health, and Eye Services.
Interview, hire, train, develop, support, and manage the performance of assigned staff, including corrective action and terminations as needed and in accordance with organizational policy.
Support the hiring and ongoing development of bilingual and multicultural staff, including initial and continuous training.
Monitor staffing levels and maintain adequate coverage within budget guidelines, including maintaining per diem backup plans and securing coverage for staff absences.
Ensure staff take scheduled lunch periods and breaks, monitor attendance and tardiness, and review and approve payroll timecards.
Perform staff evaluations and recommend merit increases.
Provide backup support to supervised departments as needed and cover employee duties during staff absences.
Schedule, prepare materials for, and conduct monthly departmental meetings; share relevant meeting information with staff and maintain regular communication with supervisors and management.
Ensure departments comply with JCAHO, HIPAA, and other applicable standards and regulations; monitor, coach, and follow up on HIPAA privacy and security compliance.
Monitor departmental volume and staffing needs within budget guidelines.
Participate in at least one performance improvement team annually and attend Workflow Committee meetings.
Maintain customer service and patient satisfaction and support quality improvement efforts related to service delivery.
Plan and implement new services in collaboration with involved departments; identify areas requiring review, including supplies, equipment, staffing, workflows, and protocols.
Monitor call volume and train staff on phone etiquette, workflows, and scheduling guidelines.
Monitor check-in accuracy, including demographic information, insurance verification, and copayment collection.
Track departmental referrals from order entry through scheduling and closure.
Monitor completion of insurance referrals and prior authorizations to ensure timely processing.
Support department clinical managers and directors with opening and blocking schedules.
Run and review No-Show, Recall, Azara, and other operational reports to support efficient operations.
Receive patient complaints and seek immediate resolution when appropriate before referring concerns to the appropriate supervisor.
Manage assigned departmental functions and support consistent, effective day-to-day operations.
Demonstrate professional, respectful, accountable, and confidential conduct; communicate courteously, manage competing demands and interruptions, adapt to change, follow the chain of command, and participate in professional development.