GENERAL SUMMARY/OVERVIEW STATEMENT:

Under the direction of the Division Administrators, the Operations Supervisor is responsible for all aspects of the day-to-day operations of the Nesson Suite transplant and surgical ambulatory practices including Lung Transplant, Transplant Surgery and Thoracic Surgery. Duties includes triaging daily staffing needs, addressing room assignment and utilization issues, overseeing the front desk operations and providing support for a variety of clinic-related projects (e.g. ¿ clinic on-call schedule, practice coverage, etc).  The Operations Supervisor will directly supervise the medical assistant and other staff as assigned, and oversee daily activities of front desk and other on-site staff for all practices.  Responsible for training staff on operational systems (e.g. ¿ IDX scheduling, Percipio, ESP, BICS etc).  Also, assists with space planning and practice integration projects.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. Responsible for coordination of staff to support al necessary activities, triaging schedule issues, real-time space management, patient flow, and service during clinical sessions.

2. Responsible for pro-actively monitoring exam room space to accommodate additional and ad hoc requests for exam space to see patients.

3. Responsible for oversight of the clinic environment, including the waiting room, exam rooms, consult rooms, and front desk.

4. Triages and assigns daily coverage for front desk staff who are out of the office, directly providing coverage as necessary.  Communicates plan to division administrators daily. 

5. Oversees front desk operations to ensure efficiency and accuracy of data collection as well as promote a strong customer service presence.

6. Addresses patient concerns and complaints.

7. Interacts extensively with the division administrators to address the operational needs of the clinical practices, including resolution of personnel and delivery system problems, as well as monitoring patient volume, clinic schedules and the challenging space requirements required for all.  Provides regular reports on operations such as time available to next appointment, room utilization, volume reports, no-show and cancellation rates. 

8. In conjunction with administrators, develops and implements policies and procedures consistent with practice needs and hospital requirements.

9. Ensure information systems training for support staff and serve as key information systems resource for support staff on a variety of systems which may include phone procedures, IDX, dictation, chart preparation, BICS, etc.

10. Coordinates the practice¿s schedule on a monthly basis.  Works closely with Division Administrators to determine allocation of space for clinical sessions according to the needs of the practices.  Conducts and monitors space needs and utilization.

11. Assists division administrators with screening applicants for front staff positions by conducting initial interviews, as needed.

12. Ensures that the physical space of the clinic is clean and orderly, including the filing area as well as all common areas.

13. Assures patient confidentiality standards are adhered to and that all patient-related information is secure per HIPAA, Joint Commission, and DPH standards.

14. Monitor and optimize time of service cash collections and timely and accurate technical and professional billing for services provided.

15. Responsible for coordinating space moves and setting up new physician practice, in conjunction with the Administrator(s).

16. Submits all space-related work requests to Engineering, Environmental Services, etc.

17. Troubleshoots computer issues with IS.

18. Orders practice supplies.  Performs routine checks to assure that there are appropriate supplies and functional equipment in all required areas.

19. Coordinates with Administrator(s) and Manager(s) of other practices in suite regarding suite related policies/procedures, regulatory and other requirements that affect all practices in suite.

20. Assures compliance with BWH, Joint Commission, OSHA, PDH and state and federal regulations.  Performs audits required to support constant readiness.

21. Assist Administrator(s) with other special projects as assigned.

QUALIFICATIONS:

1. Bachelor¿s Degree preferred.
2. 3-5 years of medical secretarial experience, preferably in a hospital setting
3. Previous practice operations management/supervisor experience a strong plus.
4. Excellent computer skills; proficient with Microsoft Word, Excel, Access, and IDX preferred.

MINIMUM SKILLS AND ABILITIES:

1. Must have the ability to work independently and simultaneously use good judgment.
2. Must be a "team player" and enjoy working with people, both on the telephone and in person; ability to deal with difficult people.
3. Excellent communication (oral and written), leadership, interpersonal and organizational skills absolutely necessary.
4. Medical terminology knowledge a must.
5. Excellent typing skills.
6. Knowledge of third-party billing and all current medical insurance industry.
7. Knowledge of the patient access processes (i.e. admitting, pre-op, registration

SUPERVISORY RESPONSIBILITY:

Directly supervises MA and other staff assigned to practice.  Oversees daily activities of front desk and other on-site staff from the individual practices who see patients in the suite.

WORKING CONDITIONS:

This is a very fast paced ambulatory clinic and office suite environment within a large teaching hospital.