Major Responsibilities:
- Clinical Care and Health Outcomes: Provides support in the delivery of quality clinical care. Works closely with healthcare team and physician to assure triage, telephone assessments, home therapies and patient visits are consistent with established guidelines and followed by the healthcare team. Takes a lead role in assisting the clinical team to meet/exceed CI goals. Assists physicians and associates in managing patient registries.
- Ensures monthly office inspection checklist and other required audits are conducted in a timely manner.
- Ensures AMG standing operating procedures are followed.
- Oversees approved site research activities.
- Demonstrates independent problem solving, critical decision making, and knows when to obtain additional resources when required.
- Holds clinical staff accountable to AMG rooming standards.
- Ensures the timely management of EMR tasks, overdue orders, test result follow-up and other patient follow-up.
- Demonstrates appropriate action and takes a lead role in emergency situations. Assures timely response to emergency calls by staff.
- Identifies, evaluates, and resolves potential safety problems; including equipment maintenance issues.
- Ensures staff adherence to timely and accurate documentation of all patient care services by monitoring staff compliance within all AMG wide systems, and all regulatory standards to ensure standards are met and followed.
- Supports a safe environment for patients and associates through effective monitoring of staff compliance to established standards of care, policies and procedures and HIPAA compliance. Ensures associates are up-to-date with all safety training and certifications.
- Acts as a role model and champion for Culture of Safety. Works with the manager to resolve patient safety events in the reporting system. Promotes and educates staff on the reporting system to report all events and near miss events. Works with the manager to complete ACAs and RCAs when indicated.
- Utilizes information to implement process changes and staff education.
- Leads site clinical integration activities.
- Patient Satisfaction and Operations: Collaborates with the manager/director and physician leadership to maintain an environment that is patient centered as evidenced by the availability of open access; including but not limited to the following: same day appointments, future appointments made, referrals made within the group, adherence to test result reporting guidelines, positive patient comments, and meeting/exceeding Key Result Area (KRA) goals.
- Monitors data on a monthly basis, reviews with clinical staff, and physicians and jointly develops improvement plans in concert with the site leadership to meet/exceed established patient satisfaction targets.
- Holds self and others accountable to adherence to AMG Service Standards, Behaviors of Excellence, AIDET and MVP.
- Participates and promotes activities to evaluate and improve processes that will contribute to patient satisfaction. Conducts frequent assessments of patient flow. Takes appropriate steps to reduce wait times and to keep patients informed of delays.
- Responsible for conveying a professional image in compliance with AMG clothing and grooming standards, and wears AMG provided identification tags at all time.
- Follows through and takes ownership of patient complaints, and practices Service Recovery where identified.
- Fosters a pleasant and professional environment, in person and over the phone, utilizing prescribed scripting and telephone standards.
- Ensures adequate clinical staffing at all times by developing schedules, assignments and modifying as necessary.
- Assists in coordinating managed care issues and nursing updates.
- Evaluates service levels and operational procedures such as wait-times, message management and appointment availability. Engages staff in resolution of identified issues.
- Actively rounds on patients, associates and physicians and ensures that the team has the necessary resources and tools to be successful.
- Actively participates and/or leads team huddles.
- Associate Engagement/Human Resources: Collaborates with the practice manager on Human Resource functions related to associates to ensure continued quality, development and retention reflecting the Advocate Experience of creating the best place for associates to work and achieve associate satisfaction scores consistent with AMG goals and standards. In day-to-day activities, provides leadership to create an environment where the associates are motivated to do their best, are routinely recognized for good work and achieves goals for associate satisfaction.
- Conducts regular staff meetings and daily huddles with associates. Documents meetings using Stoplight Report.
- Conducts performance reviews on time.
- Demonstrates effective time management, problem-solving, collaboration and conflict resolution skills.
- Consistently ensures manager is fully informed of key events or issues that impact practice operations.
- Provides ongoing performance feedback to associates through coaching and mentoring. Orients and provides training to new associates. Documents orientation, training and required competencies to ensure that associates are proficient in job requirements.
- Seeks opportunities to further educate and develop the associates and enhance own leadership skills.
- Assures all associates maintain certification and all required continuing education units (CEUs).
- Growth and Funding our Future: Supports initiatives that enhance practice growth as well as retention of existing patients under the direction of the manager and in collaboration with physician leadership.
- Participates in activities which foster practice growth.
- Promotes same day access and is engaged in volume visit targets.
- Maintains an effective process for inventory control and medication supply utilization.
- Proactively manages staff schedules to minimize use of overtime, temporary staff, and registry.
- Works in collaboration with practice site manager to achieve revenue and cost targets.
- Maximizes team efficiency by utilizing all team members.
- Physician/Provider Engagement: Assists in the creation and maintenance of an operationally efficient and physician/provider friendly work environment.
- Provides support to the onboarding of new physicians/providers.
- Rounds with physicians/providers daily to review staff issues and to address and resolve operational/clinical concerns. Solicits feedback regarding staff performance.
- Engages physicians/providers in improving processes, workflow and EMR related concerns.
- Assists physicians/providers on issues related to patient care and safety.
- Reviews physician/providers satisfaction results and collaborates with manager/director to execute improvement plans.
- Miscellaneous: Fulfills additional job-related duties based on operational needs as directed by the manager and/or the director.
- Actively participates in meetings, committees and projects.
- Keeps abreast of current clinical standards via literature, educational events and internal and external resources and networking.
- Participates in activities to enhance professional growth.
- Maintains licensure and completes required CEUs.
- Performs other duties as assigned.
- Performs clinical duties as determined by the needs of the practice site(s) or as assigned by his/her manager.
Licensure:
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
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