Administrative Supervisor - Community Health Programs - Great Barrington

The Administrative Supervisor is responsible for front-end operations, offering their support, guidance and participation to the receptionists tasked with patient intake, scheduling and follow-up. Front-end operations include, but are not limited to: patient scheduling, welcoming patients to Community Health Programs, ensuring all pre-visit requirements have been completed, verifying insurance coverage, tracking and collecting co-payment(s) and/or outstanding balances, monitoring referrals, and ensuring EMR bucket assignments are addressed timely. Position is responsible for supporting the smooth flow of patients as scheduled and ensuring that patient schedules are optimized to support patient access and provider productivity goals. Will actively address performance issues of reception staff and escalate other matters as needed to Practice Manager. Will work in concert with Practice Manager and other office staff to promote the best possible patient care experience, accurate and timely records and revenue cycle and support a high performing team. This person will support CHP’s mission, vision, and values and will adhere to compliance protocols as well as CHP’s policies and procedures.

Administrative Supervisor Essential Duties and Responsibilities:

• Responsible for supervision and direction of all clerical functions and staff.

• Plan, coordinate and develop work schedules for assigned staff to ensure adequate coverage.

• Assist Practice Manager with performance evaluation of assigned staff.

• Work in collaboration with all CHP Practice Managers, providers and support teams to perform education and training for clerical staff when required. Monitor and audit training competency of staff as needed.

• Manages waitlists and patient access with a focus on patient-centered care and supports practice productivity goals.

• Participates in and supports front-desk operations improvement initiatives. Assures improvement initiatives are executed and adhered to and monitored.

• Communicates openly with Practice Manager, staff and providers for problem resolution.

• Actively fosters and contributes to a positive work environment.

• Monitors and promotes a clean and professional office setting with regular office rounds.

• Conducts annual staff competencies timely & as instructed, including as needed throughout the year (ex. Health Stream, training for new equipment, or updated procedures).

• Able to field patient complaints before potentially escalating to Practice Manager.

• Provides necessary information and feedback to facilitate the development of an accurate and sustainable operating budget for the office.

• Works collaboratively with the Billing Department to assure accuracy and timeliness of practice billing, patient copay and outstanding balance collection and educates assigned staff appropriately. Supports patients with education and navigation of sliding fee schedule application process.

• Monitors referral volumes and follows-up with practice manager and other staff, as appropriate.

• Monitors EHR system buckets on a daily basis with a focus on clerical staff activities and assignments.

• Serves as EMR superuser for administrative and clerical tasks; including onboarding and providing ongoing education and support to receptionists on procedures and workflows.

• In collaboration with the Clinical Supervisor, oversees practice operations in absence of the Practice Manager.

• Performs clerical duties as requested.

• Performs other duties as requested or assigned.

• Travels to all CHP locations as requested.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Adaptability: Flexible style, receptive to change. Possesses the ability to change to fit circumstances and adjusts with ease.

• Excellent Patient Service Skills:

• Professional - Keeps own emotions in tact

• Manages difficult or emotional patient situations with respect and kindness;

• Responds promptly to patient needs for service or assistance, soliciting patient feedback to improve service.

• Demonstrated ability to effectively complete assigned tasks correctly and on time.

• Supports the mission, values, and vision of CHP.

• Safety and Security - Observes safety and security procedures.

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.

Essential Skills and Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED); Bachelor’s or Associate’s Degree preferred

• Excellent computer skills including knowledge of Microsoft Office.

• Prior EMR experience a plus, patient scheduling experience is required.

• Minimum 3 years of related experience in a supervisory or lead role.