Job Description:

Oversees the supervisors and operations of each practice operational area in all locations to ensure: accuracy in obtaining information with which to bill for services, education of patients regarding their financial obligations and practice policies, that patients are scheduled in the most efficient manner possible - guaranteeing providers have filled schedules, ensuring standard operating procedures are developed, implemented, communicated to staff and adhered to. This position, in conjunction with leaders will develop Policies and Procedures and a training program for staff, Key Performance Indicators for each operational area that they are monitored to make certain practice goals are met. Responsible to maintain good communication with practice owners and provide whatever reporting information they request. Responsible to maintain good communication with providers, team members, patients, outside vendors and consultants, etc. Fosters a team environment that encourages teamwork and pride in quality work and patient satisfaction. Resolve any complex or escalated issues with patients or staff in a, calm and professional manner.

Essential Duties: 

· Effectively oversees the Call Center Supervisor and operations to make certain all activities of the Call Center are accomplished in a satisfactory manner, including, but not limited to: excellent patient relations and customer service, efficient appointment booking and referrals/prior authorizations, staff education, mentoring, maintaining a positive work environment, professional growth, teamwork and staff adherence to regulatory or compliance directives. Ensures supervisor develops training manual and onboarding process with which educate and evaluate staff performance. Ensure staff evaluations are completed yearly.

· Effectively oversees the Front Desk Supervisor and operations to make certain all aspects of the Front Desk are accomplished in a satisfactory manner, including, but limited not to: excellent patient relations, accurate financial transactions occurring during patient check in and check out, accurate demographic information is obtained and entered into the billing system correctly, that all Front Desk staff are educated and mentored, maintaining a positive work environment, professional growth, teamwork and staff adherence to regulatory or compliance directives, such as wage and hour, HIPAA and all third party requirements. Ensures supervisor develops a training manual and onboarding process with which to educate and evaluate staff performance. Ensure staff evaluations are completed yearly.

· Effectively oversees the Revenue Cycle Supervisor and operations to ensure an effective and positive revenue cycle process is functioning which includes, but is not limited to: achieving predetermined Key Performance Indicators, all charges are captured and submitted within filing deadlines for all insurers, verification of patient insurance coverage is performed for all encounters, all charges are submitted with correct coding, fees, modifiers, etc. attached, ensure all cosmetic procedures are paid prior to the service, follow up on submitted claims is initiated within acceptable timelines, rejections/denials are less than 5% of submitted claims from both clearinghouse and insurers, payment plans are posted appropriately, monitoring payer mix, ensuring accurate credit cards are on file for Health iPass, ensuring true credit balances are refunded appropriately and that insurer refund requirements and state escheatment laws are adhered to and that escalated patient issues are handled in a professional manner.

· Effectively oversees the Clinical Staff Supervisor will include all activities of non-provider clinical staff including compliance with quality measure reporting and ensuring patients have a positive patient experience.

Facilitate onboarding process for new hires, initiate Supervisor reviews and counseling, document performance improvement plans, facilitate regularly scheduled meetings, terminate patients based upon delinquent account status and any other items required.

Position Responsibilities: 

· Assists administration with the development of annual operating and capital budgets as needed.

· Assists Supervisors, Physician Owners and other Managers with the evaluation of new programs or business opportunities.

· Assists Supervisors and other Managers with any issues they cannot resolve.

· Assists Supervisors and other Managers with the development of best practices and process improvement.

· Ensures adherence to all regulatory and third-party standards and regulations.

· Hires staff and assists Supervisors with the process of evaluating candidates.

· Handles escalated patient or financial issues with professionalism.

· Maintains PM/EHR system with updated information (providers, fees, insurers, plans).

· Assists contractor with the credentialing and re-credentialing of providers and new providers.

· Maintains current fee schedule

· Provides owners with analysis, dashboards, reports or any information requested.

· Oversees Supervisor time sheets and monitors staff time sheets for each department.

· Evaluates Supervisor performance metrics on a quarterly basis, mentors, educates and performs yearly evaluations.

· Creates a regular schedule of staff meetings for each department and coordinates agendas.

· Creates a regular schedule of All Practice meetings and coordinates agendas.