Office Manager

Office Manager is responsible for providing day-to-day leadership to the Front Office, Surgery Coordinators/Schedulers/Benefits, and Call Center Operators in the assigned ENT centers. Coordinates with RCM to review financials.

Major duties and responsibilities:

Leadership

• Directs and supervises employees engaged in the front office operations.
• Hires, trains, and evaluates front office and scheduling employees in consultation with Human Resources, supervisor and the doctor.
• Manages employee performance to ensure that employees’ skills meet and/or exceed the expectations of the position they hold.
• Maintains a smooth, efficient flow of administrative operations, ensuring patients are served as efficiently and effectively as possible.
• Ensure that patient inquires, and complaints are handled in an appropriate, timely and satisfactory manner.
• Responsible for ensuring that the sites have adequate front office & scheduling coverage/staffing with consideration to facility budget, patient flow, and physician expectations.
• Identifies and develops process improvement plans.
• Conducts monthly staff meetings.
• Maintains doctor schedule to ensure that the clinics have clinician coverage throughout the year to prevent any interruptions to patient care.
• Specific to Surgery Coordinators, monitors and provides guidance in insurance updates, surgery guidelines and protocols.
• Coordinates monthly with RCM to insure practice is meeting fianancial goals for success.
• Projects to employees and maintains a positive and solution driven demeanor towards the systems, processes and changes in healthcare delivery.

Front Office

• Ensures Front Office areas are neat and clean, and equipment is in good order at all times, including any safety and maintenance checks.
• Manages the employee template and surgery blocks for efficiency and coverage at all clinics.
• Assists in the development and implementation ENT Center quality assurance and utilization programs.
• Maintains and provides to the Practice Administrator reports and KPI metrics, e.g. No-show Rates, OTC, EOD, patient and surgery volumes, etc.
• Responsible for managing Workqueues, EMR templates and scanning of all documents to the EMR system.
• Provides supervision and governance of the phone tree to ensure the lowest wait times across all facilities.
• Monitors and maintains proper supply levels, places orders and/or delegates the ordering accordingly to ensure that the office has adequate supplies. Ensures that supply spending is within the office budget.
• Handles all office equipment maintenance, as well as coordinates with IT to source purchase decisions.
• Ensures compliance with applicable government laws, rules, regulations, and Company policies and procedures.
• Other duties as assigned.

• Bachelors degree preferred
• At least 3 years of Front Office experience required
• Management experience strongly preferred