Job Overview: Clinical Office Manager, under the general supervision of the Director of Administrative Services and Director of Clinical Operations, will oversee day to day operations and first-line support of CVAM’s Front and Back Office Departments. Is responsible for managing and coordinating staff to ensure effective and efficient operations of the departments. Develops and promotes teamwork within the departments. Provides leadership in the departments by displaying professionalism and leading by example. Communicates expectations clearly to staff and keeps staff informed on changes within the departments. Coaches and develops employees to ensure we are providing safe and high-quality patient care. Design and implement business strategies to help the clinic meet organizational goals.
CLINICAL OFFICE MANAGER ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provides direct supervision of all front office and back office staff ensuring efficient patient flow and established policies and procedures are followed.
- Responsible for taking callouts/late arrivals of all staff, reporting to HR and assigning appropriate coverage of offices.
- Responsible for recruiting and development of the departments; including training and mentorship.
- Responsible for employee performance and quarterly check-ins. Provides disciplinary and improvement performance standards per CVAM Policy and Procedures.
- Ensures appropriate staff scheduling, including payroll and time off requests.
- Staff recruiting and development; including training and mentorship. Employee performance reviews including probationary period and performance evaluation. Provide disciplinary and improvement performance standards per CVAM Policy and Procedures in coordination with HR and Senior Management.
- Coordinates and oversees 30, 60 and 90 Day Skills Check Off for all new hires.
- Ensure task completion and goal settings are prioritized and met in a timely manner and within CVAM Policy and Procedures protocols.
- Must have basic knowledge of provider preferences regarding individual clinic schedules. Utilizing Senior Management and other resources when unsure of proper scheduling protocol
- Task delegation and monthly quality reporting of work production to include: After hours call log, Orders Reports & Analysis, In- House Testing & Proper Billing protocols, Triage, Alerts and Flags, Desktops for all clinical teams. Meaningful and compliant monitoring is expected along with weekly reporting to senior management for quality improvement, optimization, and assurance of meaningful use measures.
- Oversee template changes and evaluates needs with the Huddle group chat then assign duties as directed.
- Monitor individual staff productivity using productivity reporting quality and efficiency of teams. Utilize reporting errors as training opportunity.
- Report any issues to Senior Management along with implementation plan for improvement.
- Handles all Provider concerns regarding front and back office staff in coordination with Senior Management.
- Support and trouble shoot medical technology in the facility including medical equipment, Electronic record keeping, phone services, and janitorial services. Will be required to report system outage in real time and ensure a plan of action is executed and communicated to staff to ensure clinic work flow is not impacted and patients are able to be serviced.
- Ensure staff follow HIPAA and OSHA compliance rules and regulations.
- Maintain CVAM offices in working order and follow cleaning protocols.. Ensure offices are stocked appropriately and supply orders placed as needed. Will be required to collaborate with staff at satellite offices to ensure clinical and clerical items available for work.
- Assist the Senior Management with development, implementation, and execution of policies and procedures.
- Review and update job descriptions/ department policies and procedures regularly.
- Obtains packing slips on all items received and verifies that all items were received and signed off on. After delivery confirmation and assurance of verification of items packing slips will be forwarded to accounts payable personnel.
- Always performs concise and thorough documentation in real time including but not limited to incidents, Patient charts, E-mail, Team chats, physician inquiries, staff conversations/ disciplinary.
- First line for patient complaints related to front and back office – draft in incident report and escalate to senior management as needed.
23. Assess departmental utilization and execute both near-term schedule and long-term strategy.
- Encourages employees to discuss concerns and implements methods for improvement.
- Adhere to chain of command including proper reporting measures to senior management about resolution or escalation of assistance.
- All concerns to be addressed in real time and processed within 24-72 hours. Patient non-compliance must be documented and communicated with provider.
- Schedule and oversee the scheduling of office lunches sponsored by pharmaceutical reps or other medical facilities
- Travel to all CVAM locations to ensure offices are up to operation expectations.
- Other duties as assigned.
Front Office Duties:
1. Responsible for reviewing weekly quality reporting of work production to include new patient scheduling, CHF reports, scheduling production reports, after hours call log, processing of consults, daily deposits, co-pay reports, order reports, in-house testing, portal, no show reports , cancellations reports and meaningful use compliance to be monitored in a timely manner. Report any unusual findings to Senior Management.
2. Responsible for holding front office staff to the collection standards of 85% of all daily co-pays, balances, self pays and bad debt.
3. Manage Merchant Card Services for all Front Office Staff and coordinate with Sr Management if additional requirements are needed from Banking system.
4. Ensure that the staff are reviewing the Front Office desktops periodically throughout the day to ensure all items are being taken care of in a timely manner. Follow up with any staff not meeting quality standards.
5. Must have knowledge of laying all clinic templates.
6. Huddle assignments including delegation of rescheduling and updating rescheduling reports. Must communicate with Senior Management and Procedure schedulers for provider and clinic availability.
7. Ensure management of provider waitlist, review daily and prioritize high acuity appointments. Discuss any issues or severity in provider waitlist with Senior Management.
8. Ensure that recall letters are completed and mailed weekly.
9. First point of contact for discharged patients, following discharge procedure. Monitors patient discharge requests and reports non-compliance in coordination with compliance of discharging patients from practice. Responsible for sending the certified discharge letters and adding chart alerts to discharged patients in EMR. Obtain approval from Senior Management before proceeding.
10. Responsible for reporting patient deaths to providers and sending out sympathy card when necessary.
11. Bank runs to make change for all offices.
12. Oversee front office supplies, supply cabinets, Toshiba ink cartridges, business cards, envelopes and paper supply to report need for ordering to Senior Management.
13. Assists in the administration of Phreesia
14. Other duties as assigned.
Back Office Duties:
1. Quality reporting of back office and subsequent assignment based on staff performance.
2. Clinical safety measures must be observed throughout the day ensure OSHA safety measures are being followed to promote safe working establishment and provide safe patient care. Initial assessments and reporting of events that have the potential to impact areas, patient safety and outcomes must be reported in real time and elevating critical and impactful events to senior management for processing decision.
- Monthly reporting assignments to include call log, Orders Reports & Analysis, In- House Testing & Proper Billing protocols, Triage, Alerts and Flags, Desktops for back-office team.
4. Train and mentor staff in code situations. Check staff off on code protocol and continued training If onsite and available, should attend codes to offer guidance/ support and ensure patient outcomes are positive.
5. Participates in and advise/ train on medical information and triage of patient symptoms for acuity.
6. Review clinical staff’s desktops periodically throughout the day to ensure all items are being taken care of in a timely manner and update assignments as necessary.
7. Maintenance of back office staff certifications such as BLS, CNA, MA.
8. Provide triage and emotional support to any patient/family member whether they walk in to the clinic or phone in their concerns. Offers advice according to provider directions.
9. Other duties as assigned.
Other Requirements:
- Ability to multi-task effectively. .
- Must have the ability to effectively deal with stressful situations in a calm and productive manner, while maintaining the highest degree of customer satisfaction.
- Maintains strictest confidentiality.
- Ability to clearly communicate effectively in the English language in person, by phone and in writing. Must have excellent communication skills with internal and external customers.
- Requires adherence to all policies and procedures, including but not limited to standards for safety, attendance, punctuality and personal appearance.
- Must be able to establish and maintain effective working relationships with managers and peers.
- Exposure to Blood Bourne Pathogens (BBP) and Other Potentially Infectious Materials (OPIM) is rare but possible. Vaccinations and training are offered upon hire.
- Participation in new hire and annual training is a condition of employment.
ORGANIZATIONAL RELATIONSHIPS
Reports to the Director of Administrative Services and Director of Clinical Operations and works with respective department and collaboratively with the Team Leads.
QUALIFICATIONS
1. Bachelors in Healthcare Administration or Healthcare Leadership is preferred. 3+ years of clinical supervision and management. Or 5+ years’ experience in lieu of Bachelor’s Degree.
2. Certified Medical Assistant or Certified Nursing Assistant
3. Maintain Current BLS.
4. Maintain current certifications and CME as per accrediting body requirements.
5. Good communication skills and the ability to work well with people are essential. Ability to work in a team, resolve conflicts, and the ability to work independently. Proficiency with computers and previous medical office management experience is preferred.
PHYSICIAL DEMANDS
Hearing: Adequate to perform job duties in person and over the telephone.
Speaking: Must be able to communicate clearly to patients and staff in person and over the telephone.
Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
Ability to physically lift and assist patients.
Requires occasional lifting and carrying items weighing up to fifteen (15) pounds unassisted. Requires frequent bending, reaching, and repetitive hand movements (specifically keyboarding and writing), standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular work shift. Assisting with patient mobility may be required. This may require you to on occasion wear gloves and/or other Personal Protective Equipment (PPE). Occasional high stress work environment which may require dealing with angry or potentially violent people.
The above is intended to describe the general content and physical demands for the performance for this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.
WORK ENVIRONMENT
The job is performed indoors in a traditional medical office. Exposure to potentially dangerous materials and situations that require following extensive safety precautions. Evening and weekend work can occasionally be expected.
Job Type: Full-time
Pay: From $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Healthcare setting:
Medical specialties:
Schedule:
- 8 hour shift
- Monday to Friday
- On call
Experience:
- Management: 5 years (Preferred)
Ability to Commute:
- Mesa, AZ 85206 (Required)
Ability to Relocate:
- Mesa, AZ 85206: Relocate before starting work (Required)
Work Location: In person