Ambul Care Admstn Supv

Job Function Summary:

Involves the administrative services and operations for health care clinics or centers, in accordance with federal, local, and internal standards, policies, and regulations. Typically includes operations, fiscal management, program planning, and/or external marketing activities. Management levels may include oversight of clinical patient care. (Note, when primary focus is patient care, see Ambulatory Patient Care Services job function.)

Generic Scope

Provides direct supervision typically to professionals or skilled technical employees. Functions as advisor to unit and administration. Analyzes and resolves problems, interprets policies (e.g., fiscal management, HR, contracts and grants, resource management in defined areas) and demonstrates solid subject matter knowledge. Exercises judgment within defined procedures and policies to determine appropriate action. Supervises staff to assure accountability and stewardship of department resources (operational, financial, and human) in compliance with departmental goals and objectives.

Custom Scope

Supervises clinic operations, typically spanning multiple providers, clinics and/or practices. Subordinates include staff involved with professional operational functions. Oversight of administrative areas such as practice revenue management, billing systems and procedures, facilities and safety procedures, registration, new patient coordination, scheduling, medical records storage and maintenance, insurance authorizations. May also supervise patient support staff such as medical assistants or LVNs, in coordination with the nursing lead.

Key Responsibilities

• Supervises and may also schedule staff in the coordination of daily operations and activities of clinic operations. Proposes changes or new procedures to improve operational efficiencies. Oversees activities such as medical reception, patient registration, insurance authorization, scheduling, data entry, and responding to patient concerns. Ensures work is completed in a timely manner and in compliance with internal standards and external regulations.

• Assures compliance with a broad range of external regulatory requirements. Interprets implications of requirements for practice setting and provides staff with updated information and changes to procedures. Ensures ongoing regulatory rounding is completed, participates in rounding and ensures resolution to identified deficiencies. Participates in the performance of routine audits and accreditation and licensing inspection readiness activities. Monitors services provided by support departments and collaborates to improve utilization and efficiency.

• Evaluates subordinate staff and participates or decides on hiring, salary actions, disciplinary actions, performance ratings, and other human resources matters. May make recommendations to change job descriptions, classifications or propose reorganization of a unit. Encourages and assists staff in meeting professional goals. Using standard practice evaluation tools to identify areas for growth. Consults with clinical leaders and educators on developing, implementing and evaluating strategies for performance improvement.

• Develops and implements policies and procedures for patient reception, scheduling, medical record filing and traffic flow in order to ensure consistently prompt, effective service to patients and visitors. Implements systems to be consistent with policy and external requirements. Participates on quality improvement teams developing new plans and programs to increase the efficiency of operations and improve integration of diverse clinic/center functions.

• Resolves escalated issues and serves as a resource in areas under supervision. Participates in developing quality improvement programs and ensures effective implementation and monitoring. Evaluates and ensures resolution to incident reports across a broad range of issues, such as privacy, safety, or customer service.

• Ensures appropriate training, certification, and access for staff use of all applicable IT systems and applications. Coordinates IT assistance to resolve issues. Keeps abreast of security protocols and new regulations; disseminates to staff and providers. Participates in medical center and IT workgroups regarding, but not limited to, implementation of IT solutions to improve practice operations.

• Functions as a resource and role model for staff in handling patient issues and concerns. Coaches and empowers staff to respond to patient issues according to established customer service guidelines and standards. Evaluates patterns in regards to customer service and develops, proposes and implements policies and procedures for improvement.

• Assures thorough orientation and training of all staff. Provides orientation and training to professional staff. Updates and maintains thorough, accurate, and current training materials and programs. Monitors staff and coaches as needed to assure work is performed in adherence to patient service standards, internal policies, external regulations and quality/quantity expectations.

• Performs or supervises revenue management functions, such as auditing for quality and compliance, educating providers in coding requirements and recommending system improvements. Works with billing and registration staff to improve services and trains on new policies and procedures.

• Ensures facilities are well-maintained and coordinates with Facilities and/or Environmental, Health and Safety as needed. May oversee facility renovation projects for assigned clinic/center areas. Conducts facilities rounding.

• Monitors and ensures that fiscal and material resources are managed according to budgetary parameters across assigned clinic(s) or center(s). Actively participates in budgeting and drafts proposals for capital projects. Monitors and ensures that fiscal and material resources are managed according to budgetary parameters across assigned clinic(s) or center(s).

Knowledge, Skills and Abilities

• Demonstrated supervisory and organizational skills to effectively supervise staff and to manage the complex workflow and multiple priorities involved with clinic/center administration.

• Strong knowledge of practice operations, patient-scheduling systems, medical and insurance terminology, applicable information systems, patient service standards, and regulatory requirement and best practices.

• Demonstrated knowledge of human resources management policies, with the ability to train, monitor, evaluate, and document human resources issues and performance, and to participate in decision-making on human resources matters.

• Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions.

• Strong interpersonal skills for effective collaborations with all levels of management and staff, consultants, and outside agencies.

• Demonstrated written and verbal communications skills, with the ability to train and mentor subordinates, to convey complex administrative, clinical, and technical information in a clear and concise manner, and to prepare and present a variety of reports, documentation, analyses, and project proposals.

• Strong knowledge of business software and specialized applications and data management systems used in clinic/center operations.

• Minimum of one (1) year of prior experience as a supervisor, lead, trainer or equivalent in a healthcare setting.

• Prior administrative or supervisory experience in an academic medical center or health system.

• Previous EPIC Experience.

• Previous experience in medical office registration, scheduling, and/or billing.

• Experience with ambulatory practices.

Education

• Bachelor’s degree in related area and/or equivalent combination of experience/training.