Supervisor, Business Operations, General Surgery Clinic - Emory Healthcare

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• Supervises business office operations, typically for a Clinic section.
• Supervises non-clinical support staff, including but not limited to, front desk, call center, medical secretaries, medical records, precertification coordinators, and referral coordinators.
• Provides on-going performance feedback, addresses problems, selects, orients and trains employees.
• Develops and manages to administrative goals and priorities consistent with departmental goals and priorities.
• Provides direction and leadership to ensure business office activities comply with policies and procedures.
• Interprets new directives, policies, and procedures and implements/communicates changes to appropriate staff.
• Interviews and hires for open positions within scope of business operation (under the supervision of leadership).
• Pro-active involvement in anticipating staffing needs.
• Responsible for all front desk operations and recognized by other staff, physicians, and patients as the primary staff member accountable for all front desk functions.
• Maintains a constant focus on front desk operations during normal business hours, including patient flow and staff activity.
• Responsible for attending (or leading) Daily Huddle in assigned area and using them proactively improve service.
• Utilize huddles to discuss appropriate Service Standards, National Patient Safety Goals, and Environment of Care with staff .
• Responsible for reviewing current patient satisfaction data and sharing with staff.
• Accountable for appropriate process improvement around Press Ganey questions relating to front desk operations.
• Ensure strict adherence to the 20 TEC Service Standards.
• Work with individual team members on applicable Service coaching and monitor for improvement.
• Advocates and successfully implements change within department to improve efficiency/effectiveness of business or customer service;
  • may include participating in or leading process improvement teams related to enhancing the ideal patient experience. Participates in the resolution of operating problems.
• Leads meetings addressing specific operational issues and develops recommendations and action plans towards their resolution.
• Serves as partner with other sections and administrative personnel to ensure clinic policies and practices are consistently implemented.
• Researches and compiles information for reports and presentations.
• Prepares reports for management as needed.
• Analyzes data to identify areas of progress and/or trends;
  • draws conclusions and develops recommendations for management consideration.
• Utilizes reporting tools to analyze and identify opportunities for section improvement.
• Determines and recommends options for addressing budget issues.
• Keeps manager informed of account status, authorizes expenditures and identifies cost effective alternatives.
• Monitors submission of timely,accurate and complete billing information to the business office to ensure maximum reimbursement for clinic services.
• Coordinates the purchase of medical and office supplies as needed.
• Establishes and maintains an inventory system to ensure adequate levels of supplies and equipment.

MINIMUM QUALIFICATIONS:

• 5 years of related job experience
• OR bachelor's degree with 3 years of related experience.
• OR Graduation from the Operations Development Program (ODP).
• Some jobs in this classification may require 1 year of supervisory experience.
• Proficient with word processing, spreadsheet, and presentation software applications.
  
  

PHYSICAL REQUIREMENTS: (Light); 11-20 lbs ,0-33% of the workday (occasionally); 01-10 lbs 34-66% of the workday (frequently) Negligible 67-100% of the workday (constantly), Lifting 20 lbs max, Carrying of objects up to 10 lbs, Occasional to frequent standing & walking; Occasional to frequent sitting; close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.