Support Supervisor - OBGYN Jefferson Street

Carilion Clinic•Roanoke, VA

1d•Onsite

About The Position

How You’ll Help Transform Healthcare: The support supervisor supervises, coordinates and maintains effective and efficient daily operations of a multi-specialty physician practice. Ensures the staff provides exceptional customer service to patients, customers and practice staff while meeting departmental goals and standards. Schedules and assigns work to department. Monitors productivity of the staff to ensure goals are met. Provides guidance to staff, patients, providers, and others to ensure appointments and authorizations are processed. Monitors staff to ensure the patient’s financial status is reviewed prior to scheduling. Ensures patient information is complete, accurate and authorization is completed prior to date of service. Monitors staff completion of the data element collection and documentation to ensure that patient information is complete and accurate prior to the date of service. Communicates patient’s financial responsibility including co-payments and fees for each clinical area based on financial classification and whether an authorized referral is required for service. Assists patients with problem solving related to referral requirements and financial issues. Assists staff with more difficult referral entry. Obtains clinical assistance as needed for issues identified on referrals. Processes pending referrals for clinical and financial clearance. Monitors outside referrals to ensure timely staff completion of the referrals. Completes monthly reports identifying trends and opportunities for process improvement. Resolves customer complaints and uses this information for continued operational improvement. Uses customer complaints to identify ways to improve work processes and improve customer satisfaction. Makes recommendations to management and implements and monitors results as appropriate in support of the overall goals of the department. Updates protocols and provides additional training and resources when necessary. May complete other various office duties of the staff as needed. Maintains knowledge of applicable rules, regulations, policies, laws, and guidelines that impact the scheduling, referral management and registration areas. Develops effective internal controls that promote adherence to applicable state/federal laws, and the program requirements of the accreditation agencies and federal, state, and private health plans. Selects, trains, schedules, motivates, supervises, evaluates, and makes recommendations for disciplinary actions up to and including separation.

Requirements

HS diploma or GED
Three years of medical office or business office experience in a physician practice.
Must be able to communicate effectively with clinic staff, patients and visitors.
Must be detail oriented and have sharp analytical skills to address and resolve complex issues as needed.
Must be able to solve problems within the guidelines of established policies and procedures.
Must demonstrate a positive demeanor, good verbal and written communication skills.
Proficient in Microsoft Office and medical terminology.
Must have effective leadership and supervisory skills.

Responsibilities

Supervises, coordinates and maintains effective and efficient daily operations of a multi-specialty physician practice.
Ensures the staff provides exceptional customer service to patients, customers and practice staff while meeting departmental goals and standards.
Schedules and assigns work to department.
Monitors productivity of the staff to ensure goals are met.
Provides guidance to staff, patients, providers, and others to ensure appointments and authorizations are processed.
Monitors staff to ensure the patient’s financial status is reviewed prior to scheduling.
Ensures patient information is complete, accurate and authorization is completed prior to date of service.
Monitors staff completion of the data element collection and documentation to ensure that patient information is complete and accurate prior to the date of service.
Communicates patient’s financial responsibility including co-payments and fees for each clinical area based on financial classification and whether an authorized referral is required for service.
Assists patients with problem solving related to referral requirements and financial issues.
Assists staff with more difficult referral entry.
Obtains clinical assistance as needed for issues identified on referrals.
Processes pending referrals for clinical and financial clearance.
Monitors outside referrals to ensure timely staff completion of the referrals.
Completes monthly reports identifying trends and opportunities for process improvement.
Resolves customer complaints and uses this information for continued operational improvement.
Uses customer complaints to identify ways to improve work processes and improve customer satisfaction.
Makes recommendations to management and implements and monitors results as appropriate in support of the overall goals of the department.
Updates protocols and provides additional training and resources when necessary.
May complete other various office duties of the staff as needed.
Maintains knowledge of applicable rules, regulations, policies, laws, and guidelines that impact the scheduling, referral management and registration areas.
Develops effective internal controls that promote adherence to applicable state/federal laws, and the program requirements of the accreditation agencies and federal, state, and private health plans.
Selects, trains, schedules, motivates, supervises, evaluates, and makes recommendations for disciplinary actions up to and including separation.