Supervisor, Office Administration - ACCESS

Job Title: Supervisor, Office Administration

Job Status: Full-time

Functional areas employee may be assigned:

• Community Health & Research Center

Job Summary: Under limited supervision, the Supervisor, Office Administration uses specialized knowledge in office administration and skills obtained through experience, specialized training or certification to coordinate and/or perform the full range of administrative duties in support of the division. Responsible for the direct supervision and coordination of the activities of clerical and administrative support staff and supervise the work of office, administrative, intake and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

Essential Duties and Responsibilities:

• Perform duties as the assigned Customer Service Representative for the division
• Answer the Customer Service Hotline and resolve customer complaints or answers customer’s questions that pertain to department policies and procedures
• Welcome and orient individuals to services and benefits available, and to the provider network
• Provide information about how to access mental health, primary health and other community services
• Provide information about how to access the various Recipient Rights processes
• Help individuals with issues and inquiries regarding benefits
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
• Assist individuals with and oversee Local Complain, Grievance processes and Recipient Rights issues
• Track and report patterns of problem areas for the organization
• Oversee and monitor all customer service functions provided by the intake specialists
• Assist consumers in making informed choices regarding their treatment, and when necessary, on how to make changes
• Supervise patient scheduling, registration, financial counseling, medical records, billing and collection, data entry and processing and cash posting
• Oversee daily office operation of the Behavioral Health division, measure performance and evaluate results
• Ensure that performance is constantly meeting expectations and standards
• Manage the overall operations of the assigned functional area(s) to ensure that services and quality standards are maintained
• Invoice/bill, review and audit files, assisting with bids or proposals as needed, scheduling and planning meetings, ordering supplies and contacting maintenance or repair professionals for equipment as needed
• Ensures program goals are met in accordance with funding requirements and monitor and evaluate daily workflow and implement a process of continuous improvement
• Complete all necessary reports in a timely fashion as required by funding sources and/or monitor and review reporting done by direct reports
• Leads defined work or projects of moderate scope and complexity
• Monitor budget in conjunction with the Fiscal department
• Gather clinic billing information by reviewing consumer records and checking for completeness
• Ensure payments by verifying accuracy of Medicaid/medical coding
• Bill Medicaid/Insurance carrier/Multi Cultural Grant by inputting billing information to database; initiating electronic transmissions
• Resolve disputed claims by gathering, verifying and providing additional information; following-up on claims
• Resolve discrepancies by examining and evaluating data; selecting corrective steps
• Prepare monthly reports of Medicaid/Insurance/Multi Cultural Grant billing by summarizing billings, adjustments and revenues received
• Update job knowledge by participating in educational opportunities; reading professional publications; keeping current on Medicaid/Insurance billing and reimbursement procedures
• Serve and protect the organization’s community by adhering to professional standards, organization policies and procedures, federal, state, local and funding source requirements
• Interpret, apply and recommend changes to policies and procedures of assigned functional unit
• Attend and participate in all meetings (including management meetings) related to assigned functional unit and/or projects, may include attending community-based meetings and maintaining community relationships
• Work with senior management to develop, implement and monitor effective programs
• Generate daily, weekly and monthly reports regarding clinic performance
• Research and locate available help outlets based on identified needs of the client, may include both in-house and external referrals
• Advocate on behalf of client when providing necessary contacts with other agencies/companies
• Follow funding sources requirements and CARF standards applicable to the services provided
• Supervise, coach and mentor subordinates
• May participate in grant proposal submission
• May be responsible for ensuring licensing and credentialing standards are met and maintained
• Participate in audits as needed
• Perform functions of a direct report in their absence or as needed
• Operate standard office equipment and use required software applications
• Perform other duties and responsibilities as assigned

Knowledge, Skills and Abilities:

Knowledge of:

• Intermediate to advanced concepts, principles and practices of office management and billing
• Community resources including social services agencies and crisis intervention providers
• Processes, rules and regulations of various services and funding agencies surrounding the eligibility and maintenance of the services being received

Skill in:

• Operating standard office equipment and using required software applications for program area and other applications, including Microsoft Office

Ability to:

• Promote excellent customer service
• Develop, implement and maintain office policies and procedures
• Accurately take messages and convey information to recipient
• Transfer messages to physicians and clinical staff when medically indicated
• Partner with other functional areas to accomplish objectives
• Facilitate meetings, ensuring that all viewpoints, ideas and problems are addressed
• Interpret and apply policies and identify and recommend changes as appropriate
• Organize and prioritize multiple tasks and meet deadlines
• Communicate effectively, both orally and in writing
• Establish and maintain effective working relationships at all levels of the organization and within the communities served
• Speak and write in English
• Interpret, speak and write in Arabic, Spanish or other native language of the predominant service population is preferred
• Maintain confidentiality of agency; protect patient confidentiality per policies and procedures

Educational/Previous Experience Requirements:

• Minimum Degree Required:
  • Bachelor’s degree
• Required Disciplines:
  • Health Administration, Business Administration or related field

~and~

• At least 3-5 years of office administration and billing experience with at least and equivalent amount of experience supervising staff.

Licenses/Certifications:

• Licenses/Certifications Required at Date of Hire:
  • Certificate of Social Work Technician or Certified Medical Assistant may be required based on assigned functional unit

Working Conditions:

Hours: Normal business hours, some additional hours may be required

Travel Required: Local travel up to 10%

Working Environment: Climate controlled office