POSITION SUMMARY:
Ensures effective operations and smooth flow of patients at the assigned location. Plans work schedules to ensure adequate staffing and service for check-in, check-out and medical records, and ensures patient satisfaction and accurate collection of both financial and clinical information.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Ensures that the clinic is adequately staffed for number of doctors, matching the staffing level to level of patient demand. Works with HR to interview and hire the most qualified candidates.
- Performs new employee training and completes sign-off checklist to include all appropriate topics.
- Conducts 90 day orientation and annual performance reviews on time and coaches employees during the year with the goal of improving enhancing employee performance and satisfaction. Ensures employees complete their part of the evaluation on time.
- Creates a positive work environment for staff, physicians, patients and other visitors.
- Performs daily rounds to support staff and providers and to ensure patients’ experience is a positive one.
- Diffuses difficult encounters and escalated telephone calls. Resolves patient complaints/disputes and documents appropriately. Involves upper management when necessary.
- Consistently meets month end deadlines, including the timely completion and submission of all month end reports. Evaluates goals monthly such as patient arrival times, abandonment rate management, co-pay collections to improve patient workflow, patient satisfaction, and collections.
- Monitors and makes improvements to workflow or any office processes that are inefficient.
- On a daily basis prepares, coordinates and ensures that batches are balanced prior to submission and accounts for bank deposits. Works all claims edits by assigned cut off time.
- Monitors online appointment requests and the messaging system for assigned location to ensure timely response to online patient requests which is measured and reported on the patient satisfaction scores/reports.
- Facilitates communication between departments to ensure proper business flow.
- Participates in defining productivity and performance goals for staff members and regularly reviews results with staff.
- Conducts spontaneous training sessions with the team as opportunities present themselves.
- Supervises staff to include: ensuring that employees arrive at work promptly, that employees follow HEC policies and procedures; ensuring missed punches are corrected prior to the payroll deadline and assisting with staffing changes to accommodate scheduled time off, and ensuring overtime does not exceed assigned goal.
- Manages all requests for time off within 48 hours or as soon as possible, and complies with all other managerial expectations.
- Plans quarterly and monthly office staff meetings to improve communication and review plans of the day and discus potential fun employee activities.
- Coaches staff with tips and techniques to persuade patients to enroll on the NextGen patient portal, which is a critical component of operations.
- Comparison shops for best pricing on supplies and orders all clinical and non-clinical office supplies.
- Review and manage daily and weekly financial reports to ensure proper balancing of batches and application of patient payments, and to ensure unapplied payments are completed for statements
- Coordinates maintenance needs of the practice including plumbing, electrical, cleanliness with approved vendors.
- Acts as back up in front desk or check out position as required due to staff absences or vacations.
- Assists clinical teams with work ups/coverage when needed
- Initiates and/or participates in special projects as may be needed.
Communicates verbally and in writing internally to Horizon employees, doctors, and patients as well as external business partners where applicable. Internally, builds and maintains relationships with Horizon employees (inside and outside of department) and doctors. Externally, maintains relationships with various vendors, patients and referring physicians.
