Operations Supervisor - Team Coordinator - General Internal Medicine - (FT, 40 hrs, Days)

POSITION SUMMARY:

Under general supervision, the Team Coordinator is administratively responsible for the planning, supervision, coordination, and direction of the day-to-day operations of the Primary Care Clinic. Ensures that the clinics meet their standard for performance and service to patients; promotes continuity of care; enhances the growth of managed care; patient satisfaction, customer service, physician and team satisfaction, patient flow and resolves operational issues and problems.

Position: Operations Supervisor - Team Coordinator

Department: General Internal Medicine

Schedule: Full Time, 40 Hours, Days

ESSENTIAL RESPONSIBILITIES / DUTIES:

Duties include, but are not limited to the following:

• Hires, trains, motivates, evaluates, and disciplines the clerical staff as necessary.

• Supervises direct reports in day-to-day operations.

• Assigns work and monitors staff workload to maximize efficiency.

• Assumes overall responsibility for monitoring patient flow, timely registrations, and patients’ wait time.

• Reassigns staff as needed to optimize patient flow.

• Ensures appropriate clerical staff coverage; maintains time and attendance records for staff, including hours worked, leaves and vacation/sick time.

• Submits weekly payroll for clerical staff to the Practice Manager.

• Establishes objectives and standards for performance; monitors subordinates performance and ensures that departmental objectives are met.

• Reviews and approves the personnel actions and recommendations of supervisors.

• Conducts regular meetings and serves as a mentor and leader to improve overall performance and staff satisfaction.

• Reviews performance and compliance with departmental procedures and evaluates staff in annual performance appraisals.

• Monitors employee needs for training. Provides staff on-the-job training in registration and appointment computer systems, billing, managed care, customer service, telephone skills, etc.

• Develops annual training and development plans in conjunction with each employee; makes appropriate arrangements for training.

• Communicates departmental goals to employees and fosters a work environment that motivates employees to achieve these goals.

• Maintains clinic statistics.

• Produces reports on team and clinic productivity, unit volume, panel size, etc.

• Ensures that clerical staff is maintaining the integrity of the data.

• Ensures that all requirements for billing, such as encounter forms, referrals for managed care patients, and other administrative requirements of third party payors are met.

• Ensures that information entered into the hospital’s Patient Information System is accurate and complete.

• Responsible for copayment collection and adherence to accounting guidelines and policy for copayment.

• Ensures that provider schedules are maintained appropriately.

• Ensures compliance by providers with established guidelines for clinic cancellations and modifications.

• With the Medical Directors and Practice Manager, monitors, revises, and makes recommendations on clinical schedules and space to ensure efficient patient flow.

• Holds daily meetings (or “huddles”) with staff to discuss daily plan, any open issues and focus for the day.

• Participates in Clinic Management Team meetings.

• Works with team to establish departmental policies and procedures, problem solve, and plan future strategies.

• Monitors patient satisfaction.

• Projects a positive, supportive attitude to patients and staff.  

• Solves issues, such as, but not limited to, assisting patients with special needs (including persons with disabilities and those needing translation services), dealing challenging or disruptive patients, patients’ complaints, conflict resolution and weather-related issues.

• Provides coverage for registration and scheduling clerks as necessary.

• Serves as liaison to managed care plans (BCBS, Tufts, Medicare, etc.).

• Maintains records of expenditures and reviews requisition requests.  

• Coordinates housekeeping, maintenance, and repairs for the clinic; ensure all areas, equipment and furnishings are kept clean and in good repair.

• Maintains inventory system of supplies.

• Performs other related duties as required.

JOB REQUIREMENTS

EDUCATION:

• Bachelor’s degree (or equivalent combination of formal education and experience) is required.

EXPERIENCE:

• Work requires at least three years of full-time experience in a healthcare business or medical office setting.

• Supervisory experience in a healthcare business or medical office setting is strongly preferred.

KNOWLEDGE AND SKILLS:

• Demonstrated technical competency using standard hospital computer systems including Microsoft Office (Word, Excel, Outlook), web browsers, and hospital registration systems (such as, IDX, SDK, Logician, etc.).

• Ability to mentor, guide and motivate direct reports through demonstration of best practices and leading by example.

• Requires knowledge of clinical operations, hospital financial and human resources policies and procedures.

• Knowledge of medical terminology.

• Excellent English grammatical skills with the ability to effectively communicate both verbally and in writing.

• Excellent interpersonal, organizational, and management skills, including the ability to set priorities, efficiently delegate, and motivate staff to complete assigned work.

• Ability to analyze and solve problems in a systematic, logical, and timely manner.

• Must be able to maintain strict protocols of all confidential or sensitive information

Equal Opportunity Employer/Disabled/Veterans