Practice Supervisor - Medical

Appalachian Mountain Health•Asheville, NC

About The Position

JOB SUMMARY The Practice Supervisor oversees the performance, daily operations, programs and activities of the clinical practice staff, as well as the Call Center, under the direction of the Director of Nursing. The Supervisor provides resources, as well as consistent and clear communications to staff, providers and patients; ensures that established protocols are followed; and that patients receive the highest quality care. Additionally, the Supervisor ensures that front and back office, as well as Call Center procedures meet practice standards. Specific job duties may vary based on clinic needs. KEY ACCOUNTABILITIES Practice Management Provides leadership by ensuring the smooth, organized and efficient administrative operations of the practice. Administers organizational and clinical policies and procedures. Manages clinical productivity standards and addresses issues in the workflows and staffing levels as needed. Manages in accordance with established compliance requirements and ensures employees complete required training. Maintains focus on Patient Access strategies to maximize population health goals of the system. Implements scheduling and staffing functions in the practice as directed by the Director of Nursing. Establishes and maintains a well-organized practice for front office and clinical support staff by developing, documenting and updating procedures for front office operations. Expedites patient care by overseeing patient scheduling, registration, reception and medical records functions. Works with the Outreach Specialist and RDBO to implement marketing and community outreach initiatives. Maintains practice management Super User status. Assists staff with computer-related questions/problems by training about, and troubleshooting for, software/hardware problems. Supports practice operations by analyzing and providing support for practice reporting. Manages administration of patient satisfaction surveys and reviews results provided. Manages on-site safety initiatives as well as makes recommendations to Corporate for improvements. Clinical Operations Staff Scheduling for providers, clinical support staff and clinical administrative staff. Managing PTO requests and impact to the schedule Managing variable schedules with PT staff Ensuring staffing levels are maintained. Implements and improve procedures for patient flow. Ensures that provider EMR entries are timely by reviewing reporting weekly and following up with providers who aren’t complying with the organizational standards set. Reviews productivity reports with providers and troubleshoots options for improvements. Leads Call Center staff and ensure workflows, training and productivity of Call Center employees is managed according to standards set for the Department. Assists with the coordination of clinical outreach activities and events. Revenue Cycle Operations Supports the practice through oversight and leadership of revenue cycle accuracy. Ensures accuracy of registration process. Ensures system goals are achieved and action plans for improvement are in place and tracked regularly. Serves as authority and resource on all registration activities. Serves as authority on insurance changes that impact the practices. Ensures that all reporting of revenue cycle metrics from practices are timely and accurate. Ensures compliance with up front collections by arranging payment plans and/or financial assistance as necessary. Manages billing vendor for the site and directs resolution of billing issues for patients. Works closely with the billing company to clear up and returned charges or missing tickets. Handles and resolves patient complaints. Staff Supervision Participates in the recruiting, interviewing and hiring processes with the Director of Regional Business Operations and Human Resources. Handles on-site onboarding and training for new hires. Strengthens staff retention by recognizing staff accomplishments and meeting targeted levels of satisfaction as measured by appropriate satisfaction surveys. Guides staff by assisting in goal and objective setting for area and staff and holds staff accountable. Assesses staff by participating in reviewing performance and completing performance coaching in a timely manner. Conducts regular bi-weekly staff meetings. Provides agendas and minutes to participants and facilitates follow up action items. Supports organizational policies and procedures in all aspects of employee supervision; contributes to the development and updating of organizational policies and procedures with a focus on quality, efficiency and consistency of operations. Manages employee performance issues and handles disciplinary and termination processes for staff in conjunction with the Director of Nursing and Human Resources. Oversees department staffing needs by developing contingency plans for absences/shortages. Builds a strong, collaborative, cooperative team across all clinic functions. Ensures staff understanding of current internal policies and procedures and external regulatory and accrediting agencies by providing routine training and communication. Quality and Safety. Review the monthly Quality Reports with staff and providers. In partnership with clinical and operational leadership, facilitates improvement plan to reach desired benchmarks. Directs and tracks performance improvement around patient satisfaction. Documents any safety or patient incident issue as required by policy. Maintains HIPAA compliance and audits practices at least monthly. Budget Management Processes requests for payments, purchases and reimbursements by following Finance Department standards. Collaborates in planning by providing input in development of department budget. Manages office and department supplies by maintaining accurate and sufficient inventory while exercising cost effectiveness. Assures monetary integrity by overseeing petty cash and other department funds and making routine bank deposits. Controls department payroll by accurately and efficiently managing time and attendance system.

Requirements

Associates degree; bachelor’s degree in Healthcare-related field preferred.
Three (3)+ years of experience in healthcare operations/administration, Nursing and/or Medical Assisting.
2+ years of supervisory experience; preferably in a medical practice environment.
Equivalent combination of experience/education.
Thorough understanding of the healthcare practice environment including clinical, quality, safety and revenue cycle standard operating procedures.
Knowledge of HR, supervisory and employment practices in a clinical setting.
Exceptional written and verbal communication skills.
Skill in exercising a high degree of initiative, judgment, discretion and decision-making to manage a healthcare practice.
Skill in organizing work, delegating and achieving goals and objectives
Skill in establishing and maintaining effective working relationships with colleagues, physicians, management staff and patients.
Excellent interpersonal skills, as well as critical thinking skills, the ability to handle stressful situations, the capacity to function independently and the ability to document meticulously.
Strong process improvement skills and ability to understand clinic functions and department interactions.
Proficient with medical office technology and equipment, including computers, copiers, scanners, fax machines, and phone systems, as well as MS Excel/Word/Outlook, Electronic Health Record systems and automated medical scheduling and billing programs.

Responsibilities

Provides leadership by ensuring the smooth, organized and efficient administrative operations of the practice.
Administers organizational and clinical policies and procedures.
Manages clinical productivity standards and addresses issues in the workflows and staffing levels as needed.
Manages in accordance with established compliance requirements and ensures employees complete required training.
Maintains focus on Patient Access strategies to maximize population health goals of the system.
Implements scheduling and staffing functions in the practice as directed by the Director of Nursing.
Establishes and maintains a well-organized practice for front office and clinical support staff by developing, documenting and updating procedures for front office operations.
Expedites patient care by overseeing patient scheduling, registration, reception and medical records functions.
Works with the Outreach Specialist and RDBO to implement marketing and community outreach initiatives.
Maintains practice management Super User status. Assists staff with computer-related questions/problems by training about, and troubleshooting for, software/hardware problems.
Supports practice operations by analyzing and providing support for practice reporting.
Manages administration of patient satisfaction surveys and reviews results provided.
Manages on-site safety initiatives as well as makes recommendations to Corporate for improvements.
Staff Scheduling for providers, clinical support staff and clinical administrative staff.
Managing PTO requests and impact to the schedule
Managing variable schedules with PT staff
Ensuring staffing levels are maintained.
Implements and improve procedures for patient flow.
Ensures that provider EMR entries are timely by reviewing reporting weekly and following up with providers who aren’t complying with the organizational standards set.
Reviews productivity reports with providers and troubleshoots options for improvements.
Leads Call Center staff and ensure workflows, training and productivity of Call Center employees is managed according to standards set for the Department.
Assists with the coordination of clinical outreach activities and events.
Supports the practice through oversight and leadership of revenue cycle accuracy.
Ensures accuracy of registration process. Ensures system goals are achieved and action plans for improvement are in place and tracked regularly.
Serves as authority and resource on all registration activities.
Serves as authority on insurance changes that impact the practices.
Ensures that all reporting of revenue cycle metrics from practices are timely and accurate.
Ensures compliance with up front collections by arranging payment plans and/or financial assistance as necessary.
Manages billing vendor for the site and directs resolution of billing issues for patients.
Works closely with the billing company to clear up and returned charges or missing tickets.
Handles and resolves patient complaints.
Participates in the recruiting, interviewing and hiring processes with the Director of Regional Business Operations and Human Resources.
Handles on-site onboarding and training for new hires.
Strengthens staff retention by recognizing staff accomplishments and meeting targeted levels of satisfaction as measured by appropriate satisfaction surveys.
Guides staff by assisting in goal and objective setting for area and staff and holds staff accountable.
Assesses staff by participating in reviewing performance and completing performance coaching in a timely manner.
Conducts regular bi-weekly staff meetings. Provides agendas and minutes to participants and facilitates follow up action items.
Supports organizational policies and procedures in all aspects of employee supervision; contributes to the development and updating of organizational policies and procedures with a focus on quality, efficiency and consistency of operations.
Manages employee performance issues and handles disciplinary and termination processes for staff in conjunction with the Director of Nursing and Human Resources.
Oversees department staffing needs by developing contingency plans for absences/shortages.
Builds a strong, collaborative, cooperative team across all clinic functions.
Ensures staff understanding of current internal policies and procedures and external regulatory and accrediting agencies by providing routine training and communication.
Review the monthly Quality Reports with staff and providers.
In partnership with clinical and operational leadership, facilitates improvement plan to reach desired benchmarks.
Directs and tracks performance improvement around patient satisfaction.
Documents any safety or patient incident issue as required by policy.
Maintains HIPAA compliance and audits practices at least monthly.
Processes requests for payments, purchases and reimbursements by following Finance Department standards.
Collaborates in planning by providing input in development of department budget.
Manages office and department supplies by maintaining accurate and sufficient inventory while exercising cost effectiveness.
Assures monetary integrity by overseeing petty cash and other department funds and making routine bank deposits.
Controls department payroll by accurately and efficiently managing time and attendance system.