Job Summary
Under the supervision of the Area Director, the Office Manager oversees the day-to-day operations of the medical office including financial management, employee/patient relations, customer service, training and education, facilities management, timesheet management, and site performance reports. The Office Manager collects, interprets, and reports data to facilitate effective office management. They are responsible for managing all aspects of operations involving non-clinical staff in the office.
Job Responsibilities
- Oversees staff and daily operations of their office. Delegates and assigns tasks as necessary.
- Assists in the management of office budget, monitors and controls office expenditures, and staff overtime.
- Monitors key performance indicators (KPIs) and prepares office management reports. (Reports include, but are not limited to, patient lists, provider panels, profit and loss, budget, utilization, quality measures, STARS/HEDIS, etc.)
- Conducts monthly metric review of hospital admissions, readmissions, medical expenses related to patient care, membership growth, financial performance, quality of care, and patient experience.
- Implements procedures to improve office performance (i.e., minimize patient cancellations, minimize staff turnover, decrease utilization, etc.).
- Partners with providers to maintain orderly and efficient workflows in the office.
- Leads daily huddles to discuss daily schedules, patient metrics, office performance, successes, recognition, and other areas of opportunity.
- Holds regular coaching sessions and annual performance reviews with direct reports.
- Responsible for implementing procedures to achieve performance goals including, but not limited to, 90% fulfillment on all office operational objectives.
- Stays abreast of company’s positions on Medicare Advantage, office management, business model, compliance, communication, and technology.
- Conducts office-level new hire training and onboarding. Including, office management training, adherence to company policies and procedures, and compliance to company technology and communications protocols.
- Manages all office aspects of new patient process with cross-functional teams, including office touring, patient portal registration, management of new patient paperwork, and coordination of medical referrals from the medical office.
- Maintains and keeps track of office supplies, manages inventory, and carries out all purchase orders and supply request processing.
- Coordinates and manages office staff’s scheduling and timesheets for payroll.
- Implements employee/patient incident reporting procedures as necessary and assists Area Managers with incident management.
- Manages and resolves patient/caretaker complaints and concerns.
- Escalates office issues and concerns timely and appropriately as necessary.
- Determines and justifies needs for systems, equipment, and capital purchases.
- Monitors use, inventory, maintenance and proper working condition of clinical devices.
- Assures office readiness for regulatory visits. Addresses and responds to site inspections, audits, and surveys including OSHA, CLIA, and program assessment.
- Oversees management and training of office’s emergency response processes.
- Maintains client and employee privacy in accordance with MyCare policy and HIPAA regulations.
- Maintains a positive atmosphere and working environment. Effectively monitors morale and creates a dynamic patient-centric and servant culture.
- Supports providers and office staff as needed.
Job Qualifications
- High School Diploma.
- Minimum of 2 years administrative or managerial experience in a medical setting.
- CPR & BLS Certifications/Re-certifications, Certified Medical Assistant.
- EHR experience required.
- HEDIS experience is preferred.
- Experience with managed care is preferred.
- Effective oral and written communication skills.
- Microsoft Office applications.
- Ability to handle multiple competing priorities simultaneously.
- Strong organizational skills.
- Ability to think independently and demonstrate good problem-solving skills.
- Ability to work in a team environment and to collaborate with a variety of internal and external contacts in a positive manner.
- Must have Managed Care / Medicaid experience, working with HEDIS and quality measures.
BENEFITS
- Comprehensive benefits package, including Health, Vision, Dental, and Life insurances
- FSA and Life Assistance Program (EAP)
- 401(k) Retirement Plan
- Health Advocacy, Travel Assistance, and My Secure Advantage
- PTO Accrual and Holidays
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