PRACTICE SUPERVISOR

Beth Israel Lahey Health • Milton, MA

82d

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Position Function: Reporting to the Director of operations, this role provides day to day supervision of administrative staff within the Center for Specialty Care. This role provides oversight of time and attendance in addition to payroll submission. This role provides coordination of the front desk functions of the Center for Specialty Care to include management of provider schedules, communication board, daily huddles, co-payment reconciliation, referrals, authorizations, and reconciliation of missing documentation reports. The Practice Supervisor collaborates with affiliate off-site locations to ensure that processes are streamlined and consistent. In conjunction with the Practice Operations Manager, this role serves as a primary point of contact for patients and visitors in an outpatient center and provides excellent customer service through clear communication.

Requirements

• High school diploma or GED required.
• Associates degree preferred.
• Minimum of 2 years supervisory experience required.
• Ability to make decisions and problem solve based on specific instructions, standard practices and established procedures which generally require little or no supervision.
• Ability to read and write in English in order to understand basic safety instructions and take direction from supervisors; communicate effectively in basic English with patients, families and medical center staff in response to routine questions.
• Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services.
• Ability to provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service-oriented, respectful manner.

Responsibilities

• Perform scheduling of patients, check-in, registration, and verification of demographic and fiscal information utilizing dual computer systems.
• Takes complete and accurate information from patients/callers, prioritizing and facilitating communication of information to providers.
• Preparation of schedules and other documents as needed in accordance with quality standards.
• Onboarding and training of new hires.
• Conducts 1:1 meetings with staff at the under the direction of Director.
• Monitors and coordinates distribution and communication of all provider call schedules within the Center.
• Ensures that administrative team adds to each provider’s schedule template.
• Maintains all supply lists within the Center and orders office and medical supply when needed.
• Maintains provider cart inventory and updates inventory system when needed.
• Accurately inputs patient insurance and managed care plans, including prior authorizations, referrals, and precertification.
• Collect copayments following standards for managing copayment processing, reconciliation and deposit functions.
• Performs daily charge reconciliation and tracks missing documentation on a daily basis.
• Collect patient record upon completion of visit.
• Schedules follow up appointments, including related diagnostic and/or lab tests, making every reasonable effort to accommodate patient and provider needs.
• Attends periodic training and in-services to remain current in all processes with multiple computer systems and programs.
• Role serves as super user for computer systems.
• Monitor messages from answering service.
• Reschedule appointments when requested by patients and conducts reminder calls if system is not available.
• Provides accurate information, directions and/or guidance to patients/visitors and provides prompt follow-up to ensure that needs have been met and fully optimize patient experience of care.
• Monitor patients and visitors entering, waiting, and leaving the exam area of the Center.
• Facilitates timely clinic flow and updates the team communication board, referring issues to the Practice Operations Manager.
• Communicates with and assists patients, other employees and the general public in a courteous, helpful manner by phone and in person in compliance with the hospital's behavioral and service excellence standards (RESPECT/GREAT).
• Answers phone using the Beth Israel Deaconess Hospital- Milton telephone etiquette process.
• Monitors answering service messages for all service lines to ensure calls are being returned in a timely manner.
• Maintains patient confidentiality at all times, whether by phone, discussion with providers of distribution of patient information, email, fax, etc.
• Maintains clean and welcoming reception area, ensuring all reading materials and patient education materials are relevant and timely.
• Monitor audio/visual equipment for appropriate programming and volume levels to ensure a calming environment.
• May be assigned off-shifts, holidays, and weekends, and may work additional hours beyond schedule when needed to provide for patient services or in an emergency/disaster.
• Position may require travel to off-site or affiliate locations.
• Maintains competencies (position-specific and hospital-wide) required for the specific patient population served.
• Actively participates in Joint Commission surveys.
• Perform all duties in accordance with safety and other laws, rules and regulations as set forth by appropriate regulatory and government agencies and in accordance with established department and hospital policies and procedures.
• May be required to perform similar or related duties reflective of the level of experience as may be necessary on an emergency, temporary or limited basis or as designated by the Director of the Center or their designee.

Benefits

• Comprehensive compensation and benefits.
• Support for achieving a healthy and balanced life.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees