Office Coordinator - Urgent Care

• Manages more complex patient reception/medical records problems or insurance issues.
• Supervises day-to-day operations of assigned areas to ensure efficient, fiscally responsible and customer-responsive procedures and operations. Is approachable and welcomes opportunity to provide feedback to staff and problem resolution to patients.
• Oversees tasks that optimize workflow; provides suggestions to continually improve processes and the customer experience.
• Communicates thoroughly and promptly with office leadership, providers, triage and staff regarding all issues impacting day-to-day operations; develop clinical protocols as needed to ensure compliance with federal regulations.
• Maintains and updates regular schedules and PTO for assigned staff in IHA’s electronic timekeeping system; in conjunction with the Clinic Manager approves or declines assigned staff PTO requests.
• Effectively organizes training materials for new employees and keeps materials up to date with any changes in procedures.
• Keeps department staff informed on new guidelines and information that is required to do their jobs.
• Oversees the ordering and maintenance of office supplies for the front office.
• In conjunction with the Clinic Manager, hires and trains department staff as well as conducts employee performance reviews and ongoing coaching for department staff; documents employee interactions and resolves patient and staff issues.
• Assists in the development and oversight of the office budget.
• Manages clerical audits, internal and external, for the office.
• May attend monthly Reception Leadership meetings, providing updates to staff and leadership through regularly scheduled staff meetings.
• Maintains awareness of provider schedules and facilitates the efficiency of scheduling through training and monitoring of the daily schedules.
• Provides feedback to staff when needed and maintains knowledge of all office services, billing, and managed care department basic services.
• Oversees daily functions of assigned staff. Serves as go-to for more complex and escalated issues.
• Supports other offices, attends required meetings and training, and participates in committees as requested.
• Assumes additional duties as required.

• Must be able to work effectively as a member of the office management team.
• Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
• Maintains knowledge of and complies with IHA standards, policies and procedures.
• Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
• Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
• Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
• Uses resources efficiently.
• If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

• American Association of Medical Assistants (CMA)
• American Medical Technologists (RMA)
• National Center for Competency Testing (NCMA)
• National Healthcareer Association (CCMA)
• National Association of Health Professionals (NRCMA)
• American Medical Certification Association (CMAC)

• Ability to effectively supervise and manage functional area within the Medical Office (Reception, Medical Records), providing feedback and guidance to staff and support more complex patient reception/medical records problems or insurance issues.
• Knowledge of patient care procedures and organizational policies related to position responsibilities.
• Proficient/knowledgeable in medical terminology.
• Ability to perform mathematical calculations needed during the course of performing basic job duties.
• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, EPIC, email, e-learning, intranet, Microsoft Word and Excel, and computer navigation. Ability to use other software as required while performing the essential functions of the job.
• Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people, either in-person or virtually.
• Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
• Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, family members, insurance carriers, vendors, external customers and community groups.
• Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
• Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
• Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving staffing and complex patient reception/medical records problems or insurance issues.
• Ability to handle patient and organizational information in a confidential manner.
• Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office operations.
• Ability to travel to other office/practice sites and meeting and training locations.
• Successful completion of IHA competency-based program within introductory and training period.

• Physical activity that often requires extensive time working on a computer.
• Physical activity that often requires sitting, walking, standing, bending, stooping, reaching, climbing, kneeling and/or twisting.
• Physical activity that sometimes requires lifting, pushing and/or pulling up to 30 lbs.
• Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
• Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
• Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

IHA Health Services Corp