Minimum Education
Bachelor's Degree or equivalent experience required (Required)

Minimum Work Experience
5 years experience in a medical/business office setting, one year of which must be supervisory experience (Required)

Required Skills/Knowledge
Excellent customer service skills required. Strong organizational and interpersonal and written communication skills required. Must have ability to prioritize and manage multiple responsibilities. Must be able to work independently on assigned tasks and follow through to completion. Good supervisory skills required. Ability to provide support projects and follow through on details is essential. Excellent consumer relations skills is required. Should have knowledge of physician billing practices, insurance eligibility and verification, scheduling and clinical workflow, including referral, lab, and chart management. Proficient with Microsoft Word, Excel and Power Point.

Functional Accountabilities
Revenue Enhancement

• Monitor volume of clinic visits, wait times, no show rates, denials, patient service charges and clinic cancellations; report metrics monthly and identify opportunities for both operational and process improvement.

• Proactively work with payers to improve patient engagement and compliance of EPSDT services.

• Identify operational issues and opportunities for improving practice performance in collaboration with practice leadership and CP&A support teams.

• Work with providers and Practice Manager to identify and respond to problems timely, upon guidance of practice leaders.

• Ensure policy and procedures for CNHS and CP&A are being followed.

Administrative

• Participate in the implementation and evaluation of services, programs, projects and performance standards to achieve departmental and practice goals.

• Provide daily support of staff activities with regard to workload requirements and available resources.

• Provide troubleshooting, problem-solving and backlog reduction expertise to staff.

• Monitor appointment and registration quality, report problems and recommend solutions to ensure standards are met.

• Monitor clinic flow, support the implementation of performance improvement initiatives to ensure physician and staff productivity.

• Serve as secondary contact for all administrative services for practices based at the location, including facility matters, materials management, and security and communicate as necessary with relevant parties.

• Work with practice and department leadership to help maintain performance metrics and evaluation tools for measuring each aspect of clinical operations and quarterly performance indicators reports.

• Assist in the oversight, coordination and completion of specific projects; works with leadership to set priorities.

• Assists in day-to-day operations of the CP&A clinic(s), including patient check-in, flow and check-out.

• Perform referral coordination workflow, including Direct Messaging.

• Review immunizations and Meaningful Use compliance of scheduled patients.

• Prepare patient schedules, contacting and following up with patients that could not be reached during office hours).

• Assist in training new clinical support and administrative staff and perform Patient Service Representative and clinical support duties, when needed.

• Review daily encounters for completion, managing no shows with follow-up and carrier intervention, support for the Practice Operations Manager during leave.

Compliance

• Promote awareness of and adherence to organizational, state and federal regulatory standards to ensure quality of patient service delivery.

• Participate in the ongoing assessment of Practice Operations policies and procedures to establish continued feasibility.

• Monitor and promote compliance with federal law concerning victims of crime.

Customer Service

• Anticipate and respond to customer needs; follows up until needs are met

Teamwork/Communication

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others’ ideas and opinions

Cost Management/Financial Responsibility

• Use resources efficiently

• Search for less costly ways of doing things

Organizational Accountabilities
Organizational Accountabilities (Staff)
Organizational Commitment/Identification

• Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others’ ideas and opinions

Performance Improvement/Problem-solving

• Contribute to a positive work environment

• Demonstrate flexibility and willingness to change

• Identify opportunities to improve clinical and administrative processes

• Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

• Use resources efficiently

• Search for less costly ways of doing things

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance