General Summary of Duties: Responsible for providing leadership to the Clerical and Clinical departments while ensuring the practice is managed and performed efficiently and effectively.

Immediate Supervisor Title: Chief Executive Officer or Administrator

EDUCATION: Master's degree in a relevant field (preferably MBA) with at least ten years of clerical experience with business/management responsibilities.

RESPONSIBILITIES:

• Manages the clerical and clinical departments with a significant focus on improving the business aspects of healthcare operations.

• Collaborates with administrative staff and providers to optimize the efficiency of a variety of related services for patient initial and follow-up for appointment scheduling.

• Establishes and implements department policies, objectives, and procedures. Reports on department results and outcomes to the CEO.

• Establishes quantitative and qualitative metrics, guidelines, and standards for evaluating the company's efficiency and effectiveness and identifies opportunities for improvement within the clerical department.

• Participates in staff planning and decisions, including hiring, training, supervision, and evaluating personnel and their work.

• Develops budgets including recommendations for staffing and department needs.

• Creates provider call and office schedules and templates.

• Ensures appropriate reimbursement by staying abreast of billing, collections, patient matters, and Medicare/Medicaid regulations.

• Suggests, develops, and implements clerical and clinical department goals and standards.

• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

• Meets call center financial objectives by estimating requirements and performance.

• Provides management and leadership of clerical staff and processes with a tactical emphasis on centralized functions such as training, IT support, and customer analytics.

• Oversees product evaluation, procurement, and inventory management for clinical supplies, instruments, and equipment.

• Monitor staffing levels, credentials, and skills to ensure the organization functions with a high degree of patient safety while balancing the efficiency of labor costs needed to complete job assignments.

• Analyzes and develops weekly recommendations for patient scheduling and uses staffing requirements, call center, and operations schedules to determine required staffing levels to ensure the organization's ability to meet operations goals.

• Analyzes best practice implementations to ensure consistent product and service delivery improvement.

• Works with 3rd party vendors to execute the technical configuration for a blended call center environment, including inbound patient care calls, interactive voice response, and system design for optimal performance.

• Implements policies and procedures that will improve day-to-day operations.

• Ensures work environments are adequate and safe.

• Oversees call center, medical receptionists, and benefit coordinators, ensuring each is reaching goals set by departmental and company leadership.

• Plans, directs, controls, implements, evaluates, and monitors each area within the clerical department to achieve financial objectives related to accounts receivable.

• Communicates and explains new directives, policies, or procedures to managers; for major changes, meets with entire clerical staff to explain changes, answer questions, and maintain morale.

• Improves customer service and satisfaction through policy and procedural changes.

• Leads coordination and integration of efforts among the clerical department for customer service areas to produce smoother workflow and more cost-effective business processes.

• Projects a positive image of the organization to employees, customers, industry, and community.

• Performs other related duties as assigned.

REQUIREMENTS:

• Excellent written and verbal communication skills with proven success in collaborating with all levels of employees and patients.

• Ability to present to a diverse audience including Senior Management.

• High developed leadership skills combined with the ability and willingness to be an individual contributor.

• Detail-oriented with the understanding of effective management amongst multiple subsections of a department.

• Superior interpersonal skills.

• Superior managerial and diplomacy skills.

• Extremely proficient in Microsoft Office Suite or related software.

• Knowledge of the electronic health record (EHR) system, as well as its development and functionality. Experience specific to AthenaOne preferred.

• Excellent organizational skills and attention to detail.

• Excellent analytical, decision-making, and problem-solving skills.

• Self-directed, resourceful, critical thinker, and results-driven.

• Ability to multi-task several projects and deliver favorable results under pressure.

Mental/Physical Requirements: This involves standing, walking, bending, grasping, manipulating, and squatting. There is an occasional need to lift the patient during the transfer/turn process with or without assistance. Stress can be triggered by workload and complex cases.

North Florida Women's Care

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