Supervisor, Business Operations

Emory Healthcare • Atlanta, GA

85d

About The Position

Supervises business office operations, typically for a Clinic section. Supervises non-clinical support staff, including but not limited to, front desk, call center, medical secretaries, medical records, precertification coordinators, and referral coordinators. Provides on-going performance feedback, addresses problems, selects, orients and trains employees. Develops and manages to administrative goals and priorities consistent with departmental goals and priorities. Provides direction and leadership to ensure business office activities comply with policies and procedures. Interprets new directives, policies, and procedures and implements/communicates changes to appropriate staff. Interviews and hires for open positions within scope of business operation (under the supervision of leadership). Pro-active involvement in anticipating staffing needs. Responsible for all front desk operations and recognized by other staff, physicians, and patients as the primary staff member accountable for all front desk functions. Maintains a constant focus on front desk operations during normal business hours, including patient flow and staff activity. Responsible for attending (or leading) Daily Huddle in assigned area and using them proactively improve service. Utilize huddles to discuss appropriate Service Standards, National Patient Safety Goals, and Environment of Care with staff. Responsible for reviewing current patient satisfaction data and sharing with staff. Accountable for appropriate process improvement around Press Ganey questions relating to front desk operations. Ensure strict adherence to the 20 TEC Service Standards. Work with individual team members on applicable Service coaching and monitor for improvement. Advocates and successfully implements change within department to improve efficiency/effectiveness of business or customer service; may include participating in or leading process improvement teams related to enhancing the ideal patient experience. Participates in the resolution of operating problems. Leads meetings addressing specific operational issues and develops recommendations and action plans towards their resolution. Serves as partner with other sections and administrative personnel to ensure clinic policies and practices are consistently implemented. Researches and compiles information for reports and presentations. Prepares reports for management as needed. Analyzes data to identify areas of progress and/or trends; draws conclusions and develops recommendations for management consideration. Utilizes reporting tools to analyze and identify opportunities for section improvement. Determines and recommends options for addressing budget issues. Keeps manager informed of account status, authorizes expenditures and identifies cost effective alternatives. Monitors submission of timely, accurate and complete billing information to the business office to ensure maximum reimbursement for clinic services. Coordinates the purchase of medical and office supplies as needed. Establishes and maintains an inventory system to ensure adequate levels of supplies and equipment.

Requirements

• 5 years of related job experience, or bachelor's degree with 3 years of related experience OR Graduation from the Operations Development Program (ODP).
• Some jobs may require 1 year of supervisory experience.
• Proficient with word processing, spreadsheet, and presentation software applications.

Responsibilities

• Supervises business office operations for a Clinic section.
• Supervises non-clinical support staff including front desk, call center, medical secretaries, medical records, precertification coordinators, and referral coordinators.
• Provides ongoing performance feedback and addresses problems.
• Selects, orients, and trains employees.
• Develops and manages administrative goals and priorities.
• Provides direction and leadership for compliance with policies and procedures.
• Interprets and implements new directives, policies, and procedures.
• Interviews and hires for open positions.
• Anticipates staffing needs proactively.
• Responsible for all front desk operations.
• Maintains focus on front desk operations during business hours.
• Leads Daily Huddles to improve service.
• Discusses Service Standards and National Patient Safety Goals with staff.
• Reviews patient satisfaction data and shares with staff.
• Implements process improvements around Press Ganey questions.
• Ensures adherence to the 20 TEC Service Standards.
• Works with team members on Service coaching.
• Implements changes to improve efficiency and customer service.
• Participates in resolving operating problems.
• Leads meetings on operational issues and develops action plans.
• Partners with other sections to ensure consistent implementation of policies.
• Researches and compiles information for reports.
• Prepares reports for management.
• Analyzes data for trends and recommendations.
• Utilizes reporting tools for section improvement.
• Recommends options for addressing budget issues.
• Monitors billing information submission for maximum reimbursement.
• Coordinates purchase of medical and office supplies.
• Establishes and maintains an inventory system.

Benefits

• Comprehensive health benefits that start day 1.
• Student Loan Repayment Assistance & Reimbursement Programs.
• Family-focused benefits.
• Wellness incentives.
• Ongoing mentorship, development, leadership programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees