SUMMARY

Oversee the daily office operations. Will perform Patient Services Specialist duties as needed. Supervises other Patient Services Specialists.

Demonstrates quality patient service during interactions with patients, coworkers, and vendors:

• Exhibits a positive attitude and is flexible in accepting work assignments and priorities

• Meets attendance and tardiness expectations

• Is dependable; follows policies and procedures

• Maintains professionalism in interactions with patients and coworkers

• Performs quality work and consistently exhibits initiative

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee and maintain day to day office operations, including patient services staffing, coverage, deposit, inventory supplies, training and discipline.
• Assist Patient Services Specialists with meeting and greeting patients entering the office. Explain check in procedures, copy insurance cards and schedule appointments. Display professional appearance to public at all times.
• Assist Patient Services Specialists with updating and inputting practice management information regarding patients (i.e. insurance, address, phone, etc.). Take co-pays and payment on accounts. Be completely familiar with Patient Management System and procedures for appointment types and recalls.
• Train Patient Services Specialists on proper procedures. Establish tracking tools to measure and monitor. Motivate staff to achieve established goals.
• Assists clinical providers staff with any questions, etc. relating to front desk.
• Train staff and establish measurements to ensure excellent patient service and internal support service to doctors and technical staff. Motivate Patient Services Specialists to reach new heights in service excellence.
• Ensure efficient and effective office flow for patients and doctors.
• Supervise Patient Services Specialists, including but not limited to coordinating employees schedules. Hire, counsel, and terminate site employees with involvement of Patient Services Manager and VP Human Resources.
• Collaborate with patient services manager to develop and implement plan to effectively cross train staff on check in / checkout.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITY

Responsible for the overall direction, coordination and evaluation of the Patient Services department. Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Direct or indirect responsibilities include interviewing, hiring and training team members, planning, assigning and directing work, appraising performance; rewarding and disciplining team members. Addresses team member issues and concerns, facilitates conflict resolution.

DIRECT REPORTS

Incumbent is responsible for providing supervision and leadership to staff in the following job titles:

• Patient Services Specialists

JOB QUALIFICATIONS To perform the job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily with or without reasonable accommodation. The requirements below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

EDUCATION AND/OR EXPERIENCE

• High school graduate with coursework in computers. Bachelors degree preferred.
• At least two years previous medical office administration experience required. Must have good computer skills and ability to handle multiple projects at once. Supervisory experience a plus.

CERTIFICATES, LICENSES, REGISTRATIONS

• N/A

PHYSICAL DEMANDS

Indicate the amount of time spent for each activity required as it relates to the essential functions.

Location: Work takes place in a normal office environment. Travel to other CVP locations may be necessary to fulfill essential duties and responsibilities of the job. Thus, those needing to travel for work must have access to dependable transportation, and driving record must meet company liability carrier standards.

Exposure: Works in normal office environment during normal business hours. Will occasionally work additional time if needed. May be exposed to blood or bodily fluids. May also be exposed to various cleaning supplies.

Equipment: The equipment typically used in this position is a computer, fax, copier, printer, scanner and telephone. Must have good working knowledge of Word, Excel and Access. Other equipment may be used as needed. Personal Protective Equipment (PPE) follows standard precautions using personal protective equipment.

DISCLAIMER

This job description is intended to convey information essential to understanding the current scope of the job and the general nature and level of work performed by current job holder(s) within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. CVP reserves the right to change the expectations of the job and assign or reassign duties and responsibilities at any time.