Supv- Office Staff

Northern Light Health • Bangor, ME

4d • Onsite

About The Position

The Supervisor of Office Staff directly supervises and coordinates clerical and administrative support workers in the Northern Light Neurology practice. The position oversees front-office and CMA staff, helps coordinate patient and provider scheduling, supports employee hiring, onboarding, training, performance review, and payroll processes, and ensures the effective operation of practice systems and protocols. The role also supports patient service, privacy, quality, financial tracking, provider credentialing, and departmental planning.

Requirements

• Associate's degree.
• Demonstrated knowledge of appropriate Logician and/or PowerChart office systems.
• Demonstrated knowledge of Front Office positions and protocols.

Responsibilities

• Communicate effectively with customers, physicians, practice staff, and other hospital staff; answer calls promptly and courteously; address issues through appropriate communication and chain of command.
• Participate in assigned problem-solving groups, meetings, in-services, and training, and maintain required attendance and continuing education documentation.
• Practice AIDET during patient encounters.
• Supervise Front Office and CMA staff and ensure staff understand front-office positions and protocols.
• Initially triage patient situations according to policy and refer patients to clinical staff when indicated.
• Coordinate rescheduling of provider clinics and schedules, and compile provider availability data.
• Interview potential employees; onboard, orient, and train new employees, including training on Logician and/or Millennium and phone systems.
• Organize and complete projects assigned by the Clinical Coordinator or Nurse Manager.
• Coordinate and assist with Electronic Medical Record and scheduling systems, and maintain working knowledge of managed care plans.
• Coordinate acquisition or removal of equipment and take inventory, track service recovery actions, and order supplies.
• Assume necessary Practice Director or Office Manager functions when that person is absent.
• Prepare daily Front Office staff schedules to ensure adequate coverage; approve PEP time and vacations and make recommendations regarding unusual circumstances.
• Complete initial staff performance evaluations and participate with the Practice Director or Office Manager in delivering employee evaluations.
• Mediate Front Office and CMA conflicts and report matters warranting disciplinary action to the Practice Director.
• Work with the practice manager to establish departmental directives.
• Perform quarterly physician time tracking according to Medicare guidelines.
• Schedule staff meetings, prepare agendas and minutes, post minutes after practice manager review, and schedule quarterly employee updates.
• Maintain ownership of follow-up and graft surveillance lists, delegate daily care of the lists, and monitor their functioning.
• Complete weekly departmental payroll, including edits and payroll change requests, and maintain attendance tracking.
• Perform assigned duties accurately and promptly, including in unusual or emergency situations, and prioritize Front Office activities.
• Direct inquiries about release of protected health information to Health Information Services and maintain patient privacy.
• Ensure registration is complete and accurate across systems, maintain office protocols in accordance with physician requirements, and follow through on problems that may hinder patient care.
• Participate in multidisciplinary problem-solving and work with the practice manager to gather information for EMMC audits.
• Track monthly AVATAR scores and iCare completion, ensuring deficiencies are corrected.
• Work with providers to create and update staff preference cards.
• Supervise Front Office managed-care processes, including copay collection, referrals, and preauthorizations.
• Track monthly IOV numbers and late-charge reports and prepare graphical analyses for Provider Steering Committee meetings.
• Track provider state and DEA licensing and submit paperwork to keep licenses current.
• Work with the Practice Manager on credentialing paperwork to maintain privileges at EMMC and St. Joseph Hospital.
• Monitor overtime and float charges and prepare reports for each pay period.
• Collect and compile requested statistical data to assist the Practice Director or Office Manager with departmental plans and issues.
• Complete and maintain credentialing and NPI numbers for each new provider.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree