GI & Hepatology Practice Administrator II - University of Rochester

Responsibilities **General Purpose** Under the general direction of the Clinical Director, Division Chief and Division Administrator, and direct supervision of the Director of Operations, serves as a member of the leadership team in the Gastroenterology & Hepatology clinical practice. Works in collaboration with the Nurse Manager and Assistant Director of Nursing to develop systems/processes that will assure that standards are met and that efficient operations are achieved. Manages the day-to-day operations at 6 site locations, both local and regional, and carries out strategic goals as set by the Division’s leadership. Manages direct reports. Oversees the clerical staff, including patient reception, patient satisfaction, registration, prior authorizations, appointment scheduling, referral management, and telephone management. Defines goals and communicates measurable outcomes quarterly and as needed for the area to the Clinical Director, Division Administrator and Director of Operations. Carries out responsibilities with considerable latitude for independent judgment. Fosters and enables a positive work environment by modeling the ICARE values. **Job Duties and Responsibilities** Operations Management: Strategic planning and expansion development: Collects, analyzes and interprets data for the development of business improvement and clinical expansion plans. Makes recommendations to ensure business plans include sufficient staffing, space and other resources for successful management of the clinical operation. Presents business plans to SMH and MFG as part of the GI leadership team. As the main point of contact for daily clinical operations, serves as an integral member of the leadership team for the development of new space, floor plans, identifying equipment and resource needs that are conducive to GI’s clinical operation workflows. Serves as an active member of the Strategic Operations committee by making recommendations for new quality improvement initiatives, Divisional productivity. To incorporate best practices, maintains expert knowledge of Cadence and eRecord applications by attending meetings/training and acting as the subject matter expert (SME) for the Division. Staff Supervision/Orientation: Directs and supervises office staff, currently numbering 32. Assists with management of clinical staff in collaboration with clinical directors and nurse manager. Maintains compliance with employment law and ensures adherence to policies and procedures. Collects, analyzes and interprets data to develop and establish standard operating procedures. Develops and plans employee schedules to meet operational needs. Assigns accountabilities and reviews completed work for accuracy. Provides consistent feedback to staff on their performance and achievements. Meets regularly with clerical staff for information exchange and educational events. Recruits, interviews, hires and trains clerical staff in new system updates through eRecord training opportunities. Introduces and educates where needed new staff to the unit and to the responsibilities of the OAS/PSS roles. Ensures and inspects that the learning is competency based, provides clear expectations and goals to trainee. Ensures annual staff mandatories are completed. Assesses and evaluates performance throughout training, and provides feedback, additional resources and training when needed. Provides educational material to staff to facilitate the learning process. By gathering and analyzing data, develops and maintains a unit-based manual that addresses job requirements and the learning needed to achieve those requirements. Initiates related personnel actions. Prepares and submits required paperwork to HR to change employee status. Monitors and edits clerical staff time entry in HRMS, approves clerical staff payroll and vacations. Counsels clerical staff regarding performance issues and develops with the staff, plans to improve. Completes and delivers end of probation and annual performance evaluations of clerical staff with input from GI leadership team. Assures accuracy of clerical staff personnel files and assures that mandatory education is complete. Customer Satisfaction: Assures I CARE values are demonstrated by all staff at all times. Acts as an excellent representative of the unit at departmental, service and institutional meetings. Serves as point person for the management of patient complaints and in this role, serves as a front line problem solver. Answers correspondence and other inquiries involving the interpretation of University as well as departmental policy, regulations, procedures, etc.; guides subordinates on replies to routine correspondence. Acts as a liaison with physicians, staff and with other community health, social and government agencies. Coordinates and directs programs for volunteer participation including the Lupus Walk and Arthritis Foundation programs. Develops and plans coordination of training programs/conferences for staff. Plans and establishes meetings, conference symposia etc., and coordinates the arrangements and preparation of program literature, brochures and other materials. Quality Controls/Process Improvement: Establishes criteria for monthly monitoring of accuracy and efficiency; delegates data collection, reviews results and makes a plan to meet goals. Ensures pre-verification protocols are managed. Monitors timeliness and accuracy of work performed by central services like scanning and access center and communicates issues with managers of central services as needed. Tracks and analyzes no-shows, cancellations, bumps and first available appointments for the practice; makes recommendations and implements processes to improve these rates. Prepares monthly volume and statistical reports for the Leadership Team to review and to share at staff meetings. Reviews, analyzes and interprets results of Patient and Staff satisfaction surveys, and makes recommendations to improve satisfaction. In collaboration with clinical directors, oversees clinical compliance for quality assurance, documentation and reporting. Ensures compliance with standard, HIPAA, OSHA and JCAHO policies by implementing quality controls, and providing and enforcing appropriate training. Develops, and trains/practices for emergency and disaster planning protocols. Understands and enforces patient rights and organizational ethics philosophies. Other duties as assigned. **Qualifications** + Bachelor’s Degree + 5 years of relevant experience with 2 years of management experience in healthcare or an equivalent combination of education and administrative experience + Electronic Medical Record (EMR) skills with expert proficiency in all aspects including Master Scheduling and Billing knowledge. + Advanced knowledge of medical practices, terminology, and reimbursement policies + Intermediate Microsoft Outlook email skills (open new, to, cc, send). + Intermediate electronic filing skills (name a file, save file, save as). + Advanced typing skills. + Advanced proficiency with Microsoft Word and Excel. + Travel to office sites The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations. **How To Apply** All applicants must apply online. _The University of Rochester is_ _an Equal Opportunity Employer._ **Location:** School of Medicine & Dentistry **Full/Part Time:** Full-Time **Opening:** Full Time 40 hours Grade 055 **Schedule:** 8 AM-5 PM