Appalachian Mountain Health
Practice Supervisor - Medical
Appalachian Mountain Health, Asheville, North Carolina, us, 28814
Job Summary
The Practice Supervisor oversees performance, daily operations, programs, and activities of the clinical practice staff, as well as the Call Center, under the direction of the Director of Nursing. The Supervisor provides resources, consistent and clear communications to staff, providers, and patients; ensures that established protocols are followed; and that patients receive the highest quality care. Additionally, the Supervisor ensures that front and back office, as well as Call Center procedures meet practice standards. Specific job duties may vary based on clinic needs. Key Accountabilities
Practice Management
Administers organizational and clinical policies and procedures. Manages clinical productivity standards and addresses issues in workflows and staffing levels as needed. Manages in accordance with established compliance requirements and ensures employees complete required training. Maintains focus on Patient Access strategies to maximize population health goals of the system. Implements scheduling and staffing functions in the practice as directed by the Director of Nursing. Establishes and maintains a well‑organized practice for front‑office and clinical support staff by developing, documenting, and updating procedures for front‑office operations. Expedites patient care by overseeing patient scheduling, registration, reception, and medical records functions. Works with the Outreach Specialist and RDBO to implement marketing and community outreach initiatives. Maintains practice‑management Super User status; assists staff with computer‑related questions/problems by training about and troubleshooting software/hardware issues. Supports practice operations by analyzing and providing support for practice reporting. Manages administration of patient satisfaction surveys and reviews results provided. Manages on‑site safety initiatives and makes recommendations to Corporate for improvements. Clinical Operations
Staff scheduling for providers, clinical support staff, and clinical administrative staff. Managing PTO requests and impact to the schedule. Managing variable schedules with part‑time staff. Ensuring staffing levels are maintained. Implements and improves procedures for patient flow. Ensures that provider EMR entries are timely by reviewing reporting weekly and following up with providers who aren’t complying with organizational standards. Reviews productivity reports with providers and troubleshoots options for improvements. Leads Call Center staff and ensures workflows, training, and productivity are managed according to department standards. Assists with the coordination of clinical outreach activities and events. Revenue Cycle Operations
Supports the practice through oversight and leadership of revenue cycle accuracy. Ensures accuracy of the registration process and that system goals are achieved, with action plans for improvement in place and tracked regularly. Serves as authority and resource on all registration activities. Serves as authority on insurance changes that impact the practices. Ensures that all reporting of revenue cycle metrics is timely and accurate. Ensures compliance with up‑front collections by arranging payment plans and/or financial assistance as necessary. Manages the billing vendor for the site and directs resolution of billing issues for patients. Works closely with the billing company to clear up returned charges or missing tickets. Handles and resolves patient complaints. Staff Supervision
Participates in recruiting, interviewing, and hiring processes with the Director of Regional Business Operations and Human Resources. Handles on‑site onboarding and training for new hires. Strengthens staff retention by recognizing staff accomplishments and meeting targeted satisfaction levels as measured by appropriate surveys. Guides staff by assisting in goal and objective setting and holds staff accountable. Assesses staff by reviewing performance and completing performance coaching in a timely manner. Conducts regular bi‑weekly staff meetings, provides agendas and minutes, and facilitates follow‑up action items. Supports organizational policies and procedures in all aspects of employee supervision; contributes to development and updating of policies with a focus on quality, efficiency, and consistency. Manages employee performance issues and handles disciplinary and termination processes with the Director of Nursing and Human Resources. Oversees department staffing needs by developing contingency plans for absences/shortages. Builds a strong, collaborative, and cooperative team across all clinic functions. Ensures staff understanding of internal policies, external regulatory and accrediting agencies by providing routine training and communication. Quality and Safety
Reviews the monthly Quality Reports with staff and providers. Facilitates improvement plans to reach desired benchmarks in partnership with clinical and operational leadership. Directs and tracks performance improvement around patient satisfaction. Documents any safety or patient incident issues as required by policy. Maintains HIPAA compliance and audits practices at least monthly. Budget Management
Processes requests for payments, purchases, and reimbursements by following Finance Department standards. Collaborates in planning by providing input in the development of the department budget. Manages office and department supplies by maintaining accurate inventory while exercising cost effectiveness. Assures monetary integrity by overseeing petty cash and other department funds and making routine bank deposits. Controls department payroll by accurately and efficiently managing the time and attendance system. Requirements
Education / Experience
Associate’s degree; bachelor’s degree in a healthcare‑related field preferred. Three (3)+ years of experience in healthcare operations/administration, nursing, and/or medical assisting. Two (2)+ years of supervisory experience; preferably in a medical practice environment. Equivalent combination of experience and education. Knowledge
Thorough understanding of the healthcare practice environment including clinical, quality, safety, and revenue cycle standard operating procedures. Knowledge of HR, supervisory, and employment practices in a clinical setting. Performance Requirements
Thorough understanding of the healthcare practice environment including clinical, quality, safety, and revenue cycle standard operating procedures. Knowledge of HR, supervisory, and employment practices in a clinical setting. Skills
Exceptional written and verbal communication skills. Ability to exercise high initiative, judgment, discretion, and decision‑making to manage a healthcare practice. Organizing work, delegating, and achieving goals and objectives. Establishing and maintaining effective working relationships with colleagues, physicians, management staff, and patients. Excellent interpersonal skills, critical thinking, ability to handle stressful situations, capacity to function independently, and meticulous documentation. Strong process improvement skills and ability to understand clinic functions and department interactions. Proficient with medical office technology and equipment, including computers, copiers, scanners, fax machines, phone systems, MS Excel, Word, Outlook, Electronic Health Record systems, and automated medical scheduling and billing programs.
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The Practice Supervisor oversees performance, daily operations, programs, and activities of the clinical practice staff, as well as the Call Center, under the direction of the Director of Nursing. The Supervisor provides resources, consistent and clear communications to staff, providers, and patients; ensures that established protocols are followed; and that patients receive the highest quality care. Additionally, the Supervisor ensures that front and back office, as well as Call Center procedures meet practice standards. Specific job duties may vary based on clinic needs. Key Accountabilities
Practice Management
Administers organizational and clinical policies and procedures. Manages clinical productivity standards and addresses issues in workflows and staffing levels as needed. Manages in accordance with established compliance requirements and ensures employees complete required training. Maintains focus on Patient Access strategies to maximize population health goals of the system. Implements scheduling and staffing functions in the practice as directed by the Director of Nursing. Establishes and maintains a well‑organized practice for front‑office and clinical support staff by developing, documenting, and updating procedures for front‑office operations. Expedites patient care by overseeing patient scheduling, registration, reception, and medical records functions. Works with the Outreach Specialist and RDBO to implement marketing and community outreach initiatives. Maintains practice‑management Super User status; assists staff with computer‑related questions/problems by training about and troubleshooting software/hardware issues. Supports practice operations by analyzing and providing support for practice reporting. Manages administration of patient satisfaction surveys and reviews results provided. Manages on‑site safety initiatives and makes recommendations to Corporate for improvements. Clinical Operations
Staff scheduling for providers, clinical support staff, and clinical administrative staff. Managing PTO requests and impact to the schedule. Managing variable schedules with part‑time staff. Ensuring staffing levels are maintained. Implements and improves procedures for patient flow. Ensures that provider EMR entries are timely by reviewing reporting weekly and following up with providers who aren’t complying with organizational standards. Reviews productivity reports with providers and troubleshoots options for improvements. Leads Call Center staff and ensures workflows, training, and productivity are managed according to department standards. Assists with the coordination of clinical outreach activities and events. Revenue Cycle Operations
Supports the practice through oversight and leadership of revenue cycle accuracy. Ensures accuracy of the registration process and that system goals are achieved, with action plans for improvement in place and tracked regularly. Serves as authority and resource on all registration activities. Serves as authority on insurance changes that impact the practices. Ensures that all reporting of revenue cycle metrics is timely and accurate. Ensures compliance with up‑front collections by arranging payment plans and/or financial assistance as necessary. Manages the billing vendor for the site and directs resolution of billing issues for patients. Works closely with the billing company to clear up returned charges or missing tickets. Handles and resolves patient complaints. Staff Supervision
Participates in recruiting, interviewing, and hiring processes with the Director of Regional Business Operations and Human Resources. Handles on‑site onboarding and training for new hires. Strengthens staff retention by recognizing staff accomplishments and meeting targeted satisfaction levels as measured by appropriate surveys. Guides staff by assisting in goal and objective setting and holds staff accountable. Assesses staff by reviewing performance and completing performance coaching in a timely manner. Conducts regular bi‑weekly staff meetings, provides agendas and minutes, and facilitates follow‑up action items. Supports organizational policies and procedures in all aspects of employee supervision; contributes to development and updating of policies with a focus on quality, efficiency, and consistency. Manages employee performance issues and handles disciplinary and termination processes with the Director of Nursing and Human Resources. Oversees department staffing needs by developing contingency plans for absences/shortages. Builds a strong, collaborative, and cooperative team across all clinic functions. Ensures staff understanding of internal policies, external regulatory and accrediting agencies by providing routine training and communication. Quality and Safety
Reviews the monthly Quality Reports with staff and providers. Facilitates improvement plans to reach desired benchmarks in partnership with clinical and operational leadership. Directs and tracks performance improvement around patient satisfaction. Documents any safety or patient incident issues as required by policy. Maintains HIPAA compliance and audits practices at least monthly. Budget Management
Processes requests for payments, purchases, and reimbursements by following Finance Department standards. Collaborates in planning by providing input in the development of the department budget. Manages office and department supplies by maintaining accurate inventory while exercising cost effectiveness. Assures monetary integrity by overseeing petty cash and other department funds and making routine bank deposits. Controls department payroll by accurately and efficiently managing the time and attendance system. Requirements
Education / Experience
Associate’s degree; bachelor’s degree in a healthcare‑related field preferred. Three (3)+ years of experience in healthcare operations/administration, nursing, and/or medical assisting. Two (2)+ years of supervisory experience; preferably in a medical practice environment. Equivalent combination of experience and education. Knowledge
Thorough understanding of the healthcare practice environment including clinical, quality, safety, and revenue cycle standard operating procedures. Knowledge of HR, supervisory, and employment practices in a clinical setting. Performance Requirements
Thorough understanding of the healthcare practice environment including clinical, quality, safety, and revenue cycle standard operating procedures. Knowledge of HR, supervisory, and employment practices in a clinical setting. Skills
Exceptional written and verbal communication skills. Ability to exercise high initiative, judgment, discretion, and decision‑making to manage a healthcare practice. Organizing work, delegating, and achieving goals and objectives. Establishing and maintaining effective working relationships with colleagues, physicians, management staff, and patients. Excellent interpersonal skills, critical thinking, ability to handle stressful situations, capacity to function independently, and meticulous documentation. Strong process improvement skills and ability to understand clinic functions and department interactions. Proficient with medical office technology and equipment, including computers, copiers, scanners, fax machines, phone systems, MS Excel, Word, Outlook, Electronic Health Record systems, and automated medical scheduling and billing programs.
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