Practice Support Supervisor - (Colony)

The Villages Health•The Villages, FL

About The Position

The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 800 team members. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Villages Health is creating America’s Healthiest Hometown. Practice Support Supervisor is responsible for general office management responsibilities, such as: hire, train and monitor administrative needs. The goal of Practice Support Supervisor is to help maximize efficiency within an organization, increase the organization’s productivity, increase profits while reducing costs, and ensure the production and delivery of high-quality service that suit patients’ needs. Supervisor ensures that every single day-to-day operation in an organization supports and helps to achieve that organization’s unique goals. Practice Support Supervisor is accountable for operations by analyzing and reviewing procedures/practices. In turn work methods need to be optimized to improve effectiveness and efficiency of operations.

Requirements

Three to five years of management experience including at least two years in a specialty health care organization.
Knowledge of organization policies and procedures.
Knowledge of Multi-Specialty Practices.
Knowledge of human resource management techniques.
Knowledge of office management techniques and practices.
Knowledge of Microsoft Office applications (Word, Excel)
Excellent organizational and time management skills.
Outstanding verbal and written communication skills.
Setting, defining, assigning, monitoring, and evaluating outcomes of tasks and goals.
Skills in developing policies and procedure and implementing tasks related to specialty care services.
Skill in problem solving.
Skill in developing and implementing recruitment materials.
Skills in analytical thinking and strategic planning.
Ability to clearly communicate and apply policies and principles to solve everyday problems and deal with a variety of situations.
Ability to plan, exercise initiative, problem solve, make decisions.
Ability to read, interprets, and applies clinic policies and procedures.
Ability to identify problems and recommend solutions.
Ability to establish priorities and coordinate work activities.
Ability to project positive and professional image.
Ability to coordinate and prioritize multiple tasks, projects, and schedules.
Ability to establish and develop effective working relationships.
Ability to communicate effectively with all levels of employees; facilitate group processes and change.
Ability to develop/make effective presentations and serve as a trainer when qualified.

Nice To Haves

Bachelor’s degree preferred.
Knowledge and understanding of Lean Process preferred.
CMPE or FACMPE certification preferred.

Responsibilities

Provides supervision of Practice Support operations at multiple locations.
Ensuring appropriate staffing to maintain an uninterrupted patient experience.
Responsible for hiring and on-boarding of newly hire Practice Support staff.
Completes payroll for designated Practice Support staff.
Performs employee coaching as needed, completes annual performance evaluations for designated Practice Support staff.
Super-User for EHR & Liaison for approved workflows supporting all Specialty Practice Support functions.
Trainer for all practice support procedures to appropriate Practice Support staff.
Collaborates with Practice Support-Lead to assist with training, workflow implementation and process improvement.
Establish and implement goals and objectives within all Specialty Practice Support functions.
Knowledge of collection(s) & insurance verification.
Staff accountability on time-of-service collections.
Data Collection
Patient Satisfaction Survey Report – Follow-up calls to patients, reporting feedback to leadership.
Patient volume tracking to ensure proper coverage.
Reports on staff Radix usage.
Collaborates with billing to help identify and resolve issues related to billing.
Appointment Scheduling
Maintains resources and schedule changes for the Specialty Division.
Communicates changes to all necessary departments to ensure consistency and accuracy in scheduling.
Monitors provider schedules, patient appointments and patient flow.
Meets with leadership to discuss any schedule improvements for Practice Support staff to streamline the scheduling process.
Ensure Practice Support staff are trained and are following Pre-Visit workflow.
Monitors Practice Support Staff processes for Check-In & Check-Out.
Able to ensure effective communication with our Centralized/Shared Services departments such as:
Centralized Telephone Operations
Revenue Cycle - Billing, Coding, Eligibility and Benefits
Medical Records
Referrals/Ancillary Referrals
Specialty Scheduling
Available for technology concerns, as well as communication and implementation of new processes.
Experience with basic computer/internet trouble shooting.
Handling patient interaction whether helping with patient flow, patient concerns or assistance with day-to-day operations to ensure patient satisfaction.
Working with appropriate departments for resolution of patient concerns/delay and or billing questions/concerns.
Practice Support Supervisor I & Practice Support Supervisor II will communicate regularly with one another to address concerns, questions, and review the performance of their departments. This ensures each supervisor will be able to assist when the other is out, in the following areas:
Ability to ensure proper coverage when staff call out.
Knowledge to be able to assist staff when needed.
Ensure the Practice Support departments are performing to TVH standards.
Regular communication with Practice Support Manager to review procedure, practices and operational concerns.
Ability to give clear and concise communication to ensure timely and effective flow of information between multiple locations.
Works closely with the Specialty Managers, Clinical Supervisors and Medical Director.
Monitors completion of daily close to ensure accurate collection and filing.
Use Lean process improvement ideals to create an efficient working environment.
Analyze systems and procedures, recommending changes that enhance the quality of patient care and increase operational efficiency.
Other duties as assigned
Ability to reset passwords/troubleshoot basic connectivity issues, or identify a resource for resolution, i.e., submits SpiceWorks ticket.
Sets up Microsoft teams (connection) in conference room or Café
Keeps other Practice Support/Clinical Supervisors and Care Center Managers informed of process changes within Specialty Division.
Oversee deposits and reconciliation of cash bags regularly