Medical Office Supervisor

POSITION SUMMARY

The Patient Services Supervisor oversees and coordinates the daily operations of Patient Services Representatives across all Dankmeyer locations. They ensure compliance with department and company standards and values and are encouraged to propose and lead quality improvement initiatives in support of the company’s mission, vision and values. This role requires a strong work ethic, the ability to work independently, and possess strong leadership, organizational, and interpersonal skills to coordinate with staff and management.

This person works primarily in our Linthicum, MD office.

The Director of Clinical Operations provides direct supervision for this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Specific Supervisor functions include, but are not limited to:
  • Develop and implement procedures to maximize work efficiency for the team.
  • Develop resources and documentation to provide clarity and assist team members in their work.
  • Actively participate in development and implementation of departmental changes, in coordination with the department heads
  • Take a primary role in developing and training new and current Patient Services Representatives.
  • Take a primary role in hiring new Patient Services Representatives.
  • Assist in running and reporting on CORE metrics for Patient Services Representatives, including developing baseline metrics.
  • Works to develop and coordinate policies and procedures for front office operational efficiency.
• Maintains appropriate Patient Services Representative coverage across all locations, including managing time-off requests.
• Monitors productivity of each team member and the department; recommending and implementing improvements as needed.
• Provides on-site support and training to Patient Services team members with routine travel to each office location.
• Participates in regular one-on-one monthly meetings and conducts annual performance evaluations for each direct report.
• Conducts monthly team meetings.
• Maintains company phone system messages.
• Actively participates in the day-to-day activities and tasks as a Patient Services Representatives.
  • Patient Services Representatives functions include but is not limited to; patient scheduling, check-in/check-out functions, and answering multi-line phones.
• Demonstrates a working knowledge of insurances, such as HMO, PPO, Medicare, BC/BS, Medical Assistance, and Commercial plans.
• Understands HIPAA requirements and works to ensure compliance.
• Ensures timely communication, such as addressing patient questions or issues, which may involve coordinating with other staff or departments.
• Applies problem-solving skills to develop creative solutions that uphold our mission, vision, and values.
• Employs strong communication and interpersonal skills to ensure effective collaboration with both on-site and remote team members.
•  Performs other duties as assigned.

This job description provides a summary of the major duties and responsibilities performed by individuals in this position.  Incumbents may be asked to perform other tasks not specifically written in this job description.  These additional duties and responsibilities may be assigned as deemed necessary by supervisor, COO or CEO. 

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES

• Three years’ experience as a medical office supervisor, or equivalent.
• Knowledge of medical insurance, including Medicare, Medical Assistance, Commercial, Private, and Worker’s Compensation.
• Exceptional customer service skills.
• Excellent written and verbal communication skills.
• Proven ability to manage multiple projects and prioritize work assignments effectively.
• Skilled and comfortable in Microsoft Office 365, specifically Excel.

TRAVEL REQUIREMENTS

Ability to travel to satellite offices and/or off-site locations for training and/or events, as necessary.

 COMMUNICATIONS

Daily communication with team members (on site and remote) and management is essential. Additionally, team members interact with patients, caregivers, physician offices, referral sources, insurance companies, and other customers. These interactions may occur in person or electronically.

WORK ENVIRONMENT

Fast paced, multi-tasking medical office environment.

PHYSICAL REQUIREMENTS

The physical demands for this job include extended periods of sitting and moving around the office. Occasionally, tasks may require standing, operating office equipment, positioning oneself to access files, or other similar activities. The ability to lift up to 15 pounds is also necessary.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.