Operations Supervisor Gastroenterology

4 weeks ago

Boston, United States Brigham and Women's Hospital Full time

The operations supervisor will optimize the efficiency of a complex and fast-paced clinical area in the Crohn's & Colitis Center by coordinating and managing the allocation of resources and the activities of its clinic support staff including practice assistants and medical assistants.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* The operations supervisor will supervise clinic support staff ensuring staff's effectiveness in meeting the needs of patients and physicians served. Works closely with physicians, nurse practitioners, nurses and other patient care providers to ensure their clinic needs are met. This includes managing the front desk operations for arriving and checking out patients for the center.
* Responsible for the efficient throughput of patients from the time of check-in until check-out while ensuring patients have an exceptional customer service experience in the clinic setting. This includes overseeing rooming processes for efficiency and timeliness.
* Ensures that clinic staff collects co-pays/past balances due and charges for clinic visits on day of service to maximize clinic revenue.
* Responsible for bump lists for rescheduling patients, management of inbasket and management of work queues.
* Collaborates with Patient/Family Relations to resolve service uses in a timely and appropriate manner.
* Adheres to budget by ensuring proper supply utilization and maintain supply inventory for clinical operations.
* Coordinates training of clinic staff and asst with recruitment of new staff. Ensures staff complete required training including Manikin training and HealthStream assignments. Assists in writing and updating job descriptions, makes decisions regarding employee requests, coordinates staff meetings, monitors progress and attainment of mutually agreed upon goals for the clinic staff.
* Establishes schedules to cover daily tasks and to provide coverage during absences of other clinic support staff. Ensures there will be adequate coverage for clinic operations when approving time off.
* Helps cover day-to-day operations as needed including troubleshooting, scheduling and other administrative tasks.
* Responsible for payroll functions utilizing Kronos Time Keeping System.
* Provides ongoing feedback to the employee regarding work performance and time and attendance. Conducts 90-day probationary evaluations and annual performance appraisals. Provides feedback for the employee's evaluation and makes recommendations when appropriate. Conducts one on one meetings with staff.
* Assists in implementing and maintaining Ambulatory Wide Initiatives and internal workflows, especially those focused on patient satisfaction.
* Informs/updates Practice Administrator and clinical leadership of any clinic operation concerns to assist in problem solving (this includes but is not limited to, bumped clinics, room utilization concerns, resolving problems among patients and clinical support staff as necessary.
* Reports back to Practice Administrator on weekly basis to discuss any questions, concerns or suggestions.
* Maintains and updates room grid and room assignments for each clinic session. Helps maintain space assignments within clinic as well.
* Other duties as assigned.
* Bachelor's degree preferred in the health sciences, business, or public health.

2. A minimum of three (3) years of direct office supervisory experience in the healthcare environment is strongly preferred.

3. Application-level software skills required, to include hospital utilized systems (electronic health record), Windows, and Microsoft Office.

4. Prior clinic experience preferred.

Excellent verbal and written skills to communicate with physicians, administrators, employees and patients.

2. Excellent organizational and analytical skills; comprehensive understanding of hospital and group policies and procedures.

3. Ability to set priorities and meet deadlines and to make independent decisions.

4. Ability to work well under pressure and handle multiple tasks in a busy office environment.

5. Ability to interact well with others, to include patients, physicians and co-workers.

6. Familiarity with automated appointment scheduling and medical billing systems.

7. Ability to use computer keyboard, copier, fax, and printers.

8. An understanding of:

a. Staffing and clinical systems

b. Patient access processes (i.e. registration)

c. Information systems

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