Supv Office N/E (BMG)

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

• Maintaining overall responsibility for scheduling of the staff in order to provide adequate coverage for clerical and other support staff.
• Supervising the clerical staff, coordinating patient care, supervising and coordinating the training for all personnel.
• Participating in the compilation of information for employee performance appraisals; also assisting with employee relation matters, such as corrective actions and disciplinary actions.
• Assisting the Director/Practice Manager with interviewing prospective new employees, mid-level providers and physicians; also providing a comprehensive orientation for new employees, mid-level providers and physicians.
• In collaboration with the Director/Practice Manager, developing training and education for the staff, mid-level providers, and physicians; also utilizing other sources.
• Maintaining smooth daily operations in the various clerical pods and clerical support activities; also maintaining public relations.
• Conducting regular unit meetings to keep employees informed of directives, policies and procedures.
• Being responsible for the hiring/selection and (if necessary) termination of employees, under the supervision of the Director/Practice Manager. Also evaluating the performance of the staff (being directly supervised) and recommending, preparing and administering disciplinary actions as needed.

• Assisting with the development of patient billings, medical records and office activities and monitoring fees and reimbursement.
• Participating in the budget process with the Director/Practice Manager; also assisting with the effective management/control of expenses.
• Ordering, tracking and maintaining an inventory of supplies.
• Assisting with decisions on selecting vendors and purchasing supplies/equipment.
• Reviewing charge posting and coding for accuracy.
• Ensuring that the practice is accurately capturing all necessary patient data and other information to properly bill and collect practice fees.
• Supervising the daily deposits in order to ensure accuracy and timeliness.
• Working closely with the Director/Practice Manager on the accounts payable processes.
• Handling all mail and correspondence.
• Assisting with the identification of maintenance and repair matters (i.e., pertaining to the building and grounds.
• Assisting in monitoring the telephone system.

• Collaborating with the Director/Practice Manager on marketing and advertisements for the site.
• Responding immediately to patient concerns and /or complaints; also ensuring that patients are treated in a friendly and highly-effective manner.
• Performing follow-up and ensuring the timely resolution of customer service matters, while seeking assistance from the Director/Practice Manager as necessary.
• Keeping the Director/Practice Manager apprized of all issues which have the potential for a disruption of service.
• Working collaboratively with the Director/Practice Manager to address Physician issues.
• Serving as the communication resource (e.g., disseminating, explaining and interpreting policies/procedures and regulations), especially in the absence of the Director/Practice Manager.

• Making changes in the Physician appointment scheduling template as necessary.
• Assisting in the development of plans for hardware and software needs.
• Facilitating the timely implementation, education and training of information system changes (e.g. implementation of an employee medical record (EMR) appointment reminder function and lab results communication module).

• Apprizing the Director/Practice Manager, in a timely manner, of unusual situations requiring additional assistance or support.
• Participating in continuous quality improvement by identifying areas of opportunity and the initiating the necessary actions.
• Maintaining records, reports and files as required by established policies and procedures.
• Completing other job-related assignments and special projects as directed.

• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Available to work overtime in addition to working additional or other shifts and schedules when required.
• Complies with established organization and department policies.
• Attends and participates in department meetings and is accountable for all information shared.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a high school diploma is required; a Bachelor's degree is preferred. A minimum of three years of related healthcare experience is required, and three years of management or supervisory experience is also required. Proficiency with coding systems such as ICD-9-CD, CPT-4 (HCPCS) was attained, is required.

• Requires a working knowledge of general medical office methods, practices and procedures and medical record file systems.
• Requires a working knowledge of third-party reimbursement procedures and requirements, including Medicare/Medicaid and commercial insurance carriers.
• Requires a working knowledge of medical terminology, anatomy and physiology and the ability to utilize established and specialized technical coding processes.
• Demonstrates proficiency in basic computer skills (i.e., data entry, word processing and spreadsheets). A basic understanding of database applications is desired.
• Requires solid office/secretarial skills, including the ability to operate standard office equipment as required by the needs of the office.
• Demonstrates the strong leadership skills necessary to gain the cooperation and support from the staff and Physicians.
• Requires the organization and analytical skills necessary to analyze situations/problems and provide timely resolution and work effectively with day-to-day problems.
• Demonstrates the interpersonal and communication skills (both verbal and written) necessary to deal effectively with a diverse group of people and provide clear and effective explanations.
• Demonstrates a strong interest in the ongoing development of one's leadership skills and also the desire to participate in management development activities.

• Works in a medical office environment.

• Places courtesy and service above routine and goes beyond customer expectations
• Anticipates and takes proactive steps to ensure customer's needs are met
• Keeps patient/work environment neat and clean
• Understands and applies job-related aspects of patient safety and identifies, reports and corrects safety concerns as quickly as possible

• Develops and maintains positive working relationships
• Keeps others well informed
• Uses problem solving techniques to resolve issues and makes decisions within personal sphere of influence
• Practices active listening
• Seeks to understand patient's experience

• Demonstrates integrity and strong business ethics
• Utilizes time and resources in a prudent manner
• Strives to continually improve department processes and services
• Projects professional image through enthusiasm towards work, behavior and appearance

• Demonstrates Beacon values verbally and through actions
• Demonstrates self-awareness and sensitivity to the perceptions of others
• Listens carefully to input and concerns and takes appropriate action
• Interacts with dissatisfied customers in a calm, respectful manner and seeks resolutions
• Displays and exhibits caring behaviors with each interaction

• Fosters a sense of trust and collaboration among associates
• Maintains confidentiality at all times
• Verbal and written communications are clear and effective
• Responds to change in a positive manner

Beacon Health System