Supervisor Outpatient Support Services

Valley Medical Center•Renton, WA

30d

About The Position

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization. JOB OVERVIEW: Responsible for the supervision of the staff and operations of the front desk support team. Duties include daily personnel oversight, performance tracking and coaching, clinical program support and process management of the front desk operations. Will serve as a liaison between the support services teams and clinical leadership.

Requirements

Bachelor's degree or specialty certification required. Four years of relevant and applicable experience may substitute degree requirement.
Minimum three years relevant customer service experience (including planning, organizing, and personnel issues). Previous experience in a health care facility preferred.
Minimum of two years of leadership experience (including staff and program development experience), and one year of direct supervisory responsibility preferred.
Must be proficient in using a computer keyboard. Familiarity with MS software, computer hardware, and troubleshooting. Experience with Epic electronic health record preferred.
Demonstrates ability to act independently.
Effective supervision, human resource, team building, and interpersonal skills required.
Able to work collaboratively with Manager & Director to assure patient needs are met and clinic resources are efficiently scheduled and utilized.
Ability to work effectively in a rapidly changing environment.
Demonstrated flexibility and manageability of multiple demands.
Demonstrate excellent communication skills with patients, staff, and community in all situations.
Demonstrates high level of organization skills, supervising the day to day demands in a fast paced and constantly changing environment.
Excellent customer service skills and a patient focus.
Demonstrated ability to interact tactfully with customers and establish and maintain effective relationships with others.
Must be able to apply specific departmental policies rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms.
Knowledge of quality / Process Improvement techniques and philosophies, as appropriate to position.
Knowledge of health care trends and challenges.
Be able to lead or participate in regularly scheduled meetings.
Flexibility in daily schedule to support staffing needs and clinical oversight.

Nice To Haves

Previous experience in a health care facility preferred.
One year of direct supervisory responsibility preferred.
Experience with Epic electronic health record preferred.
Medical Terminology class completion preferred.

Responsibilities

Able to maintain professionalism at all times and use excellent communication and conflict management skills to meet referral, patient and staff needs.
Supervises support staff in day-to-day operations of the clinic, reflective of VMC mission and goals.
Maintain effective support staffing levels, respond to support staffing and volume fluctuations, manage employee schedules, timecards and adherence to attendance standards.
Maintains and improves Front Office operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
Accomplishes Front Office human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures according to employment regulations and VMC process/policy.
Assists in preparing Front Office/Department performance reports by collecting, analyzing, and summarizing data and trends.
Manage the development and maintenance of the support staff department policies and procedure manuals, competency documents, and staff educational tools.
Provide subject matter expertise and coaching to the front office team on the VMC systems, including, but not limited to, Epic and Aspect.
Organizes and coaches support staff members by ability, skills, and knowledge set.
Complete annual staff performance reviews for supervised staff.
Work with an individual employee to monitor or enhance performance related to a Performance Improvement/Action Plan as requested by the Manager.
Identify interpersonal conflicts in the work unit and implement solutions.
Attend management planning meetings, as the Manager feels appropriate or driven by organizational policy.
Coordinates the activities of supervised staff to meet patient needs utilizing appropriate resources and tools.
Assists the Leadership Team in ensuring effective financial planning and economic performance. Assists with budgeting as needed.
Maintains full knowledge of provider schedule templates, scheduling requirements, etc. for clinics the Patient Resource Center supports.
Manages the referral coordination work to include obtaining information needed for authorization and pre-authorization prior to scheduling, communicating with the practice regarding any clinical information needed and coordinating with the patient to schedule the appointment.
Assists in utilizing third party payer/insurance portals; has a detailed knowledge of insurance providers, their portals and their expectations for authorization approval.
Advocates for patients by helping them navigate through the system.
Complete Environment of Care rounding of department areas assigned to support staff at regular intervals and report status and any equipment or maintenance needs.
Manage the volunteer, student, and/or intern instruction and supervision in department tasks as assigned.
Manage the organization of information from quality assurance/process improvement projects and issues as related to support staff needs and create a smooth and efficient workflow.
Assist with the monitoring of the indicators for the department. Make changes as appropriate to meet targets.
Assist in the inventory of marketing/educational materials and activities as assigned.
Lead service recovery activities for the team.
Maintain excellent communication and rapport with referring providers and their medical staff offices.
Assist support staff in time of increased workload or temporarily reduced staff.
Monitors registration and referral work queues for quality, accuracy and timeliness.
Give feedback to Manager on capital and operating budgets, as well as staffing needs, to run a smooth and financially solvent department.
Assists Leadership Team on short- and long-term projects.
Take responsibility for providing the highest quality, safest and most effective service to every patient, every time.
Pursue excellence in service and professional growth. Dedicated to his/her own self-development and learning.
Other duties as assigned.