Medical Practice Lead - Neurosurgery

Education

The University of Maryland Faculty Physicians, Inc is currently seeking a Medical Practice Lead in the Department of Neurosurgery. The Department of Neurosurgery aims to excel and innovate in the clinical practice, science, and education of neurosurgery. We seek to achieve this by creating a platform and culture whereby all team members contribute to this mission and reach their full capacity for impact and fulfillment. Critical to our success is each team member’s alignment and demonstration of our shared values:

• Patients First, together!
• Always Do the Right Thing
• Leave It Better Than You Found It
• Drive to Mastery
  
  

Summary

Under general supervision, leads, trains and oversees front desk staff for the department. Acts as a department liaison for FPI Payor Forums and the department billing team to include Registration Specialists and PAC Coordinators and to function as the front end EPIC Super User; and other duties as assigned.

Essential Functions

• Trains all new Medical Practice Representatives for the department, and provides feedback regarding staff performance. Evaluates and tests competencies, provides orientation, training, and continuing education of staff.
• Develops and maintains Medical Practice Representative training manuals and competencies.
• Actively utilizes improvement strategies and tools to positively impact all aspects of operations. Assists in developing goals and objectives to meet the strategic and business objectives for areas of responsibility.
• In cooperation with departmental leadership, leads all on-site activities in such a way that promotes the satisfaction and welfare of patients visiting the site. Follows service recovery protocols: trains and empowers staff to address patient concerns; assures all patient issues are appropriately addressed. Reviews Press Ganey reports with Practice Manager to develop improvement strategies.
• Attends appropriate EPIC Super User training sessions and acts as the front End Super User for the practice site.
• Demonstrates a working knowledge of the revenue cycle as it relates to patient encounters and obtaining/verifying demographic and insurance information in order to receive payment for services rendered.
• Assists Practice Manager in working in partnership with physicians to solve problems, resolve conflicts, and enhance operations, quality, and safety. Communicates operational issues to level of organization required to obtain timely and effective resolution.
• Performs all front desk duties to include: Registration, scheduling, check-in, insurance verification, co-pay collections, and check-out. Verifies and reconciles cash payments of each front desk staff member; prepares deposit slips and makes bank deposits.
• Uses the electronic medical record as documented in the department and/or FPI standard operating procedure and processes.
• Serves as the medical records on-site scanner.
• Attends and participates in various in-service and external training workshops, conferences, and other relevant programs for professional growth and development.
• Acts as internal department RRT to provide coverage when needed based on the greater need of each location. Requires traveling to various sites.
• Completes mandatory employee health, workers compensation, HR processes, and other training and requirements in required time frame to insure compliance with all FPI rules and regulations.
  
  

Note: The intent of this list of primary duties is to provide a representative summary of the major duties and responsibilities of this job. Incumbents perform other related duties as assigned. Specific duties and responsibilities may vary based upon departmental needs.

SERVICE EXCELLENCE BEHAVIORS

Behavioral Competency: Service Excellence

Definition: The demonstrated ability to deliver compassionate, respectful and excellent service to our external customers (patients, visitors, business partners, etc.) and internal customers (co-workers and colleagues). Service excellence behavior is also demonstrated by continually striving to go beyond patient satisfaction to maximize patient loyalty.

Service: Anticipate the needs and exceed the expectations of our patients and others that we serve.

Anticipate potential needs and issues of internal and external customers. Proactively solicit customer feedback.

• Provide proactive, timely and effective responses to internal and external customer needs and requests.
• Model effective customer relations skills and behaviors.
  
  

Professionalism: Accept individual responsibility for conducting ourselves in an honest and ethical manner.

• Take ownership for all actions, behaviors, decisions and outcomes.
• Demonstrate dependability in attendance, punctuality, and job performance.
• Consistently seek out opportunities to enhance performance and make self-development a priority.
  
  

Innovation: Take the initiative to explore creative ways to improve the quality of care for our patients and those we serve.

• Proactively contribute to change and anticipate opportunities for improvements.
• Identify and act on opportunities for change and improvement.
  
  

Respect: Value individual and cultural differences by showing care and concern for all.

• Demonstrate actions and behaviors that consistently and actively promote trust, respect and confidence in self, peers, and the organization.
• Demonstrate respectful and appropriate communications and listening skills and behaviors to all.
  
  

Integrity: Base our actions and interactions with patients and those we serve on the FPI Way, values, standards, and behaviors.

• Energetically and enthusiastically model the FPI Way.
• Comply with all FPI policies and procedures.
• Model confidentiality and hold others accountable for maintaining confidentiality.
  
  

Teamwork: Help each other to better serve our patients and others.

• Consistently share information and ideas while working cooperatively with others to accomplish group goals.
• Consistently develop collaborative relationships with internal customers to accomplish department and FPI goals.
• Consistently provide and build team morale by promoting positive attitudes regarding the work environment.
  
  

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

High school diploma or general education degree (GED) preferred.

• 5-7 years of Medical Practice experience, specializing in front desk operations, PC proficiency, strong customer service skills
• Current knowledge of payor requirements for referrals and authorizations
• Prior experience with EMR, EPIC preferred
• Minimum 3 years of Medical Practice III level experience preferred
  
  

Knowledge/Skills/Abilities

• Knowledge of ongoing, hospital, practice management and health care trends, health care legislation and regulatory standards.
• Knowledge of organizational fiduciary, budgetary, and financial methods and practices.
• Knowledge of business and management principles involved in strategic planning, resource allocation, leadership techniques, production methods, and coordination of people and resources is required to perform the essential functions described.
• Knowledge of contracts.
• Ability to make operational and management decisions in response to changing conditions and in emergencies.
• Ability to communicate effectively both verbally and in writing.
• Ability to delegate, direct, counsel and evaluate employee work and performance.
• Ability to establish and maintain effective working relationships with all levels of personnel within FPI, School of Medicine and University of Maryland Medical System.
• Ability to present financial/budgetary information to numerous audiences.
• Ability to develop operational and information systems related to department management.
• Proven analytical and problem solving abilities.
• Ability to effectively prioritize and execute tasks in a high pressure environment.
  
  

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands, and utilize verbal communication/listening skills. The employee frequently is required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision. While performing the duties of the position, employee may be required to travel across campus for meetings/other business purposes.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Traditional business office environment.

This position is unlikely to be exposed to blood borne pathogens.