Physician Office Supervisor (Ortho Call Center)

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Job Summary:

This position supports the Practice Manager by providing on-site supervision of day to day operations of the assigned physician practice location. The supervisor works with practice staff and physicians to promote efficient practice operations while delivering excellent customer service.

The supervisor serves as a key resource to all practice staff, and takes a lead role in orienting, training and monitoring the performance of practice staff. The supervisor assures staff compliance with established policies and procedures and serves as a liaison between the practice, management and other departments throughout the MWHC healthcare system as well as external agencies.

Essential Functions & Responsibilities:

• Oversees operations and manages resources to assure the efficient and effective performance of services provided.
• Assists the Practice Manager with developing, administering, and monitoring the departmental budget to ensure cost-effective operations within authorized budget allocations.
• Ensures physician's and other provider's charges and documentation are completed in a timely manner.
• Assists with the resolution of issues impacting reimbursement as requested by billing office and/or Practice Manager.
• Organizes, prioritizes, and assigns tasks of Office Coordinators, Medical Assistants, Nurses and other Associates based on customer needs and degree of urgency. Monitors work flow to maximize productivity, efficiency, and customer satisfaction.
• Maintains an organized and efficient reception area. Monitors patient schedules and work flows to assure a smooth and coordinated patient flow. Assures that patients, family members, and Associates are kept informed of activities and delays. Provides ongoing follow-up regarding patient delays for patients who have waited more than fifteen (15) minutes past their scheduled exam times.
• Greets all patients, visitors, family members, physicians, and Associates in a courteous and professional manner. Addresses customers' needs efficiently, effectively, and confidentially. Assures telephone calls are answered in a timely and courteous manner. Screens and transfers telephone calls or takes messages as appropriate to facilitate effective communications.
• Performs routine but essential clerical and support functions including scheduling and registering patients, collecting patient payments, scheduling required testing and procedures and obtaining authorizations.
• Orients, supervises, and evaluates the performance of practice Associates to ensure safe and effective operations. Partners with the Practice Manager to conduct routine staff meetings to communicate information, discuss quality/service issues, and monitor continued understanding and compliance with MWHC and departmental policies.
• Assists with the development, revision, and enforcement of departmental policies, procedures, protocols, and standards to ensure quality care, efficiency, and procedural compliance.
• Establishes effective working relationships and maintains positive communications with staff, physicians, and other customers. Evaluates and resolves customer satisfaction and quality/performance issues in a timely manner. Creates an environment that promotes customer service excellence.
• Monitors and maintains office supply inventories.
• In partnership with the Practice Manager, initiates Performance Improvement activities for assigned Associates as needed.
• Performs other duties as assigned.

Qualifications:

• High school diploma required.
• If an incumbent holds a VA RN license, VA LPN license or MA certification, they are required to maintain this license/certification and function in the appropriate direct patient care role, as needed.
• If an incumbent is functioning in a direct patient care role, they are required to have AHA Basic Life Support Provider CPR certification at hire.
• One to two years of prior medical office experience required.
• Must possess excellent interpersonal, written and verbal communication skills.
• Demonstrates a high degree of knowledge and understanding of practice operations.
• Efficient working knowledge and experience with word processing strongly preferred.
• Time management and organization proficiency strongly preferred.
• Analytical and problem solving skills strongly preferred.
• Ability to work on multiple projects simultaneously and effectively manage stress and/or stressful situations.

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.