Patient Services Site Supervisor - Arrington & Dental Offices

Position: Patient Services/Site Supervisor - Arrington / Dental Offices

Reports to: Chief Operations Officer

Department: Patient Services

Exempt: Yes

Supervises: Medical and Dental Front Office, Switchboard, Scheduling Clerks and Patient Advocates at the Arrington and Dental offices. May assist with leadership/on-call coverage at other BRMC locations in the absence of the Site Supervisor for those locations. Plans own work schedule to provide equal, on-site leadership at each location of responsibility.

Schedule: Full time

Hours: Regular business hours; average 8 hours/day though flexibility needed to accommodate patient care and deadlines

Job Summary: The Patient Services/Site Supervisor is responsible for the front office, switchboard, scheduling and patient advocate functions which set the tone for efficient patient flow and office operations. In addition, he/she assists with assuring other BRMC locations function efficiently and in accordance with BRMC?s mission, vision, policies, and procedures.

Responsibilities:

1. Oversee patient service employees and functions for the Arrington and Dental offices, including:

• Hiring, training & disciplining staff; assists in the development of and oversees enforcement of policies and procedures ? including codes of conduct, dress codes and internet/social networking
• Develops staff schedules, monitors employee attendance/tardiness and addresses as necessary, and fills in as needed to assure appropriate coverage
• Develops and maintains a positive culture and working environment. Understands the importance of excellent customer services skills and ensures staff are always held accountable to this standard while interacting with customers and co-workers.
• Delegation of tasks
• Assists employees and leadership in addressing customer services issues
• Work collaboratively with DON to assure seamless integration of clerical and clinical workflows.
• Approving time sheets, time off requests and other supervisory functions;
• Planning and executing current and future goals and objectives
• Conducting counseling and performance reviews
• Oversees patient satisfaction survey process
• Assists with supply inventory and assures office(s) have equipment/supplies needed
• Explores opportunities for BRMC/office involvement in the local community and participates on community committees
• Participates in BRMC Management meeting as requested
• Works directly with clinical leadership to assure patients are notified in the event of provider call-outs, weather or any other issue(s) that may cause an unexpected disruption and/or closing of services to patients
• Works directly with after-hours call service to assure appropriate, contracted services are provided
• Assures current hours of operation and other required signage are posted at the entrances, lobby and front desk areas both in English and Spanish.
• Meets regularly with direct supervisor to discuss areas of responsibility
• Must be flexible and adapt to change as necessary
• Engage in performance improvement activities and look for innovative ways to improve processes and advance organizational excellence.
• Work closely with Revenue Cycle staff to assure claims are filed appropriately and payments are received.
• Attend Revenue meetings bi-weekly (Arrington).
• Participate in monthly Central Billing Office (CBO) meetings (remote).

2. Oversee front desk staff and assures that:

• Patient registration policies and procedures are followed.
• Appropriate data is requested/updated in the patient electronic health record.
• Patient?s pictures are updated according to policy.
• Verifying co-pays are collected and insurance information is collected, verified and entered into the electronic health record.
• Check-in procedures are handled in an efficient manner to prepare the patient for the next phase of their visit to BRMC sites.
• Communicates with Clinical, Lab, X-ray (etc.) to assure timeliness of patient flow.
• Patients are empaneled in the electronic medical record system
• Dental insurance preapprovals are received and waivers are signed prior to services being performed

3. Oversee scheduling and switchboard operator responsibilities including:

• Answering phones in a professional and courteous manner
• Appointment scheduling (following protocols, optimizing patient flow through blocked appointments, etc.
• Assuring that telephone operator(s) handle calls in an efficient manner to maximize accessibility to clinic personnel and services

4. Manage patient advocates to assure linguistically appropriate services are provided, including documents being translated into Spanish

5. Dental Front Office

• Oversee daily office operations and delegates authority to staff as necessary.
• Develops and maintains a positive culture and working environment. Understands the importance of excellent customer services skills and ensures staff are always held accountable to this standard while interacting with customers and co-workers.
• Work collaboratively with the lead dental assistant to assure seamless integration of clerical and clinical workflows.
• Develop guidelines for prioritizing work activities, evaluating effectiveness, and modifying activities as necessary. Ensure that office is staffed appropriately.
• Provide direct support to the reception area and maintains a calm, efficient work environment. Provide front desk coverage as needed.
• Answer patient calls, correspondence and patient complaints as appropriate.

6. Work with the Chief Medical Officer, Director of Nursing and the Dental Director to achieve smooth patient flow, maximize the provider?s schedules and improve provider satisfaction.

7. Coordination with other departments on the collection and proper recording of patient demographics for UDS.

8. Participate on committees as appropriate to facilitate communication to and from front patient service and satellite staff and report on patient service and satellite operations and improvement cycles

9. Attend all staff meetings or send front office representation

10. Other duties as assigned.

Scope:

Level of Supervision Received:

Reports to the Chief Operations Officer with a minimum of supervision. Provide status reports and end-results regarding office operations, and other responsibilities.

Supervisory scope of this Position:

The Patient Services/Satellite Site Manager will supervise Patient Services staff, volunteers, and other personnel handling front office and scheduling procedures and services. He/she will be the ?person in charge? of operations at designated locations.

Communication:

The responsibilities of the Patient Services/Site Supervisor require that H/She communicates extensively and effectively both orally and in writing, formally and informally with center?s patients, staff, vendors, and other management personnel, and with staff and patients at satellite sites.

Decision Making Capacities:

The Patient Services/Site Supervisor is expected to make decisions related to the patient service operations and site needs based on approved protocols, adherence to center Policies, and consultation with the Chief Operations Officer. H/She is expected to seek out and research information and expertise as needed and make timely reports to the Chief Operations Officer or others on these decisions.