Practice Supervisor

Job Details Job Location
Codman Square Health Center - Dorchester, MA

Position Summary:

Under the direction of the Practice Administrator, this practice supervisor is responsible for providing day-to-day operations and administrative support to the assigned clinical departments. The Practice Supervisor will work closely with the registration team and department's clinical leadership team. S/he is expected to be on-site and available to patients and staff during daytime business hours, unless assigned to activities that require time away from the clinic area.

Principal Duties and Responsibilities:

The Practice Supervisor reports to the Practice Administrator and is responsible for: Supervising assigned front-end staff; Overseeing patient flow for assigned departments; Overseeing revenue cycle management for assigned departments; and, Supporting the Clinical Managers in the operational aspects of the clinical practice for assigned departments, including taking and responding to patient complaints. The Practice Supervisor is expected to be present or available to the assigned departments and is expected to facilitate prompt resolution of problems that arise in daily front end operations.

Primary Responsibilities: Supervision of front-end staff: Supervise front desk staff including Monitoring work schedules and managing time sheetsProviding elbow-to elbow supportProviding on-going feedback and mentorshipConducting performance reviews Facilitating training Ensure appropriate front desk staffing levels, including working with managers and supervisors of other operational areas to ensure appropriate staffing levels.Facilitate scheduling of staff meetings. Oversight of Patient Flow: Oversee the patient check-in process and oversee the check-out process in collaboration with Clinical Leaders.Monitor patient wait times and work with registration and clinical staff to address wait times and/or update patients on length of wait times.Facilitate the process for triage of walk-in patients to assigned primary care and specialty departments. Ensure oversight of the waiting room, including appearance and periodicals. Manage patient complaints and questions, including follow up with patients as needed. Oversight of Front-end Revenue Cycle Management: Responsible for ensuring the Department meets key operations performance indicators. Review department appointment schedules to ensure registration and insurance verification process is conducted and insurance referral or pre-authorizations have been obtained prior to appointments.Assist with obtaining urgent same day referral authorizations.Perform end of day visit reconciliation.Work collaboratively with Finance Department to address areas of concern including addressing patient billing questions. Review financial reports of denials and assist with resolution. Ensure adherence to patient financial policies, which includes sliding scale, copayment collection and required deposits are collected and accounted for. Direct Care Responsibilities: Function as Super user for Registration, Scheduling and Billing.Maintain competency to perform all functions of front-end staff. Step in to perform front-end functions for assigned departments when necessary during times of unexpected high flow and inadequate staffing levels due to call-outs or vacations. Support Department Schedule Management: Monitor department provider schedules to ensure appointment types are utilized accurately and to ensure with Clinical Leaders and clinical teams that provider schedules meet slot utilization standards.Coordinate the utilization of front-end staff to support appointment scheduling by clinical staff.Monitor the process and support accurate documentation by clinical and front-end staff of no shows, cancellations, and patients who leave without being seen.Support Clinical Leaders in day-to-day management of department exam room assignment and utilization. Support Clinical Leaders in management of provider call-outs and provider vacations by opening and closing schedules as necessary and utilizing front-end staff to support contacting patients to cancel or reschedule appointments. Work with Clinical Leaders to develop and monitor a process to ensure all patients have been contacted. Monitor provider's schedules to support Clinical Leaders and Practice Administrators in ensuring alignment with approved scheduling templates including contracted hours, number and type of appointment slots.Support the development of enhanced scheduling processes, such as, recalls, wait lists, and advanced access. Administrative Support for Clinical Leaders, Providers & Clinical Teams: Assist with submitting and monitoring IT, facilities and housekeeping work requestsOversee purchasing and maintenance of office supplies for department(s).Oversee equipment maintenance and repair requests for assigned departments.Support clinical teams in ensuring exam rooms are fully stocked and operational.Support clinical Leaders/teams in ordering medical supplies, maintaining inventory and submit purchase orders and invoices.In collaboration with Clinical Leaders, oversee patient form request and tracking procedure.Collaborate with Clinical Leaders and Practice Administrators, as requested, to develop or assist in oversight of clinical support processes, such as, Prior Authorizations and Requests for Outside Information (ROI).Utilize front-end staff in the support of clinical support processes as determined with the Clinical Leaders and Practice Administrators, including initiatives, such as, appointment scheduling for quality improvement initiatives. Work collaboratively with Credentialing Coordinator to ensure all providers have been credentialed/re-credentialed; work with Medical Director to address potential credentialing concerns in a timely manner.Assist in development and implementation of departmental operational policies and procedures and training modules.Assist with other administrative activities as agreed upon between the Clinical Leaders and the Practice Administrators. Department Communication and Support: Attend assigned meetings, trainings and participate in committees as required.Participate in daily clinical huddles. Provide regular updates to the front-end staff.Provider regular updates to clinical team on front-end processes.Provide exceptional customer service. Maintain confidentiality and privacy consistent with HIPAA guidelines.Adhere and enforce Health Center Policies and Procedures. Qualifications and Skills: Bachelor's Degree preferred or equivalent experience in Health Sciences or Bus Admin 3-5 years of healthcare experienceHealthCare Team Lead or Supervisory experience strongly preferred Excellent verbal and written skills to communicate with physicians, administrators, employees and patients.Excellent organizational and analytical skills; comprehensive understanding of hospital and group policies and procedures.Ability to set priorities, meet deadlines and to make independent decisions with in scope of responsibilities.Ability to work well under pressure and handle multiple tasks.Ability to interact well with others, to include diverse patient population and staff.Familiarity with automated appointment scheduling, electronic health records and medical billing systems.Proficient in Microsoft Office Suite includes Word, Excel and PowerPoint. Fluent in Haitian Creole or Spanish preferred.