PRACTICE SUPERVISOR

Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Non-Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Description:

Position Function:

Reporting to the Practice Operations Manager, this role provides day to day supervision of administrative staff within the Center for Specialty Care. This role provides oversight of time and attendance in addition to payroll submission. This role provides coordination of the front desk functions of the Center for Specialty Care to include management of provider schedules, communication board, daily huddles, co-payment reconciliation, referrals, authorizations, and reconciliation of missing documentation reports. The Practice Supervisor collaborates with affiliate off-site locations to ensure that processes are streamlined and consistent. In conjunction with the Practice Operations Manager, this role serves as a primary point of contact for patients and visitors in an outpatient center and provides excellent customer service through clear communication. Responsibilities include patient scheduling, registration and ancillary/support service scheduling of patients in the Center for Specialty Care.

Duties and Responsibilities:

Perform scheduling of patients, check-in, registration, and verification of demographic and fiscal information utilizing dual computer systems.

Takes complete and accurate information from patients/callers, prioritizing and facilitating communication of information to providers. Preparation of schedules and other documents as needed in accordance with quality standards.

Under the direction of the Practice Operations Manager, obtain missing documentation as necessary.

Accurately tracks all time and attendance of staff and enters payroll in compliance with hospital policy.

Develops monitors and coordinates distribution and communication of all provider call schedules within the Center. Ensures that administrative team adds to each provider’s schedule template.

Maintains all supply lists within the Center and orders office and medical supply when needed. Additionally, will maintain provider cart inventory and update inventory system when needed.

Accurately inputs patient insurance and managed care plans, including prior authorizations, referrals, and precertification.

Collect copayments following standards for managing copayment processing, reconciliation and deposit functions.

Performs daily visit reconciliation and tracks missing documentation on a weekly basis.

Collect patient record upon completion of visit. Schedules follow up appointments, including related diagnostic and/or lab tests, making every reasonable effort to accommodate patient and provider needs.

Attends periodic training and in-services to remain current in all processes with multiple computer systems and programs (i.e. Meditech Expanse, Web OMR, Passport, and ClientTell). Role serves as super user for computer systems.

Monitor auto appointment reminder system dashboard. Reschedule appointments when requested by patients and conduct reminder calls if system is not available.

Provide accurate information, directions and/or guidance to patients/visitors and provides prompt follow-up to ensure that needs have been met and fully optimize patient experience of care.

Monitor patients and visitors entering, waiting and leaving the exam area of the Center. Facilitates timely clinic flow and updates the team communication board, referring issues to the Practice Operations Manager. Communicates with and assists patients, other employees and the general public in a courteous, helpful manner by phone and in person in compliance with the hospital's behavioral and service excellence standards (RESPECT/GREAT).

Answer telephone using the Beth Israel Deaconess Hospital- Milton telephone etiquette process.

Maintains patient confidentiality at all times, whether by phone, discussion with providers of distribution of patient information, email, fax, etc.

Maintain clean and welcoming reception area, ensuring all reading materials and patient education materials are relevant and timely. Monitor audio/visual equipment for appropriate programming and volume levels to ensure a calming environment.

May be assigned off-shifts, holidays, and weekends, and may work additional hours beyond schedule when needed to provide for patient services or in an emergency/disaster.

Position may require travel to off-site or affiliate locations.

Maintain competencies (position-specific and hospital-wide) required for the specific patient population served.

Perform all duties in accordance with safety and other laws, rules and regulations as set forth by appropriate regulatory and government agencies and in accordance with established department and hospital policies and procedures.

May be required to perform similar or related duties reflective of the level of experience as may be necessary on an emergency, temporary or limited basis or as designated by the Director of the Center or their designee.

The nature of the tasks/responsibilities, required of employees in this position will likely expose them to blood and body fluids. Employees will be oriented to and required to understand and follow universal precautions for infection control. A summary list of tasks/procedures which may cause exposure to blood and body fluids is listed on the attached Physical Abilities Job Description (refer

to Practice Administrator Physical Ability Job Description).

Qualifications:

Min Education: High school diploma or GED required. Associates degree preferred

Min Experience: Minimum 4 years related work experience required.

Skills:

Decision Making: Ability to make decisions based on specific instructions, standard practices and established procedures which generally require little or no supervision.

Oral/written Communication: Ability to read and write in English in order to understand basic safety instructions and take direction from supervisors; communicate effectively in basic English with patients, families and medical center staff in response to routine questions.

Team Work: Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services.

Customer Service: Ability to provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service-oriented, respectful manner.

A Physical Abilities Job Description is a component of this Job Description (refer to Practice Supervisor Ability Job Description).

The above statements are intended to describe the general nature and level of work being performed. This list is not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel assigned to this position.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

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Equal Opportunity Employer/Veterans/Disabled