Healthcare Practice Supervisor

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Work Shift/Schedule:

Northeast Georgia Health System is dedicated to enhancing the health of our communities.

The Practice Manager I will operate autonomously and hold primary accountability for overseeing the operational, human resources, administrative, and business activities, along with all administrative and clerical personnel within their designated area (single location setting).
The Practice Manager I will ensure the provision of essential administrative and clerical support to foster a patient-focused care environment, which includes customer service functions such as telephone management, appointment and/or surgery scheduling, new patient coordination, authorizations, referral processes, and back-office operations.

• Licensure or other certifications: Current BLS certification required or must be obtained within 30 days of hire.
• Educational Requirements: High School Diploma or GED.
• Minimum Experience: A minimum of three (3) years of experience in a medical office and/or business office, with at least one (1) year in a lead or supervisory role.
• Other:

• Preferred Licensure or other certifications:
• Preferred Educational Requirements: Associates Degree in business and/or healthcare-related fields.
• Preferred Experience:
• Other:

• Knowledge of medical practices, terminology, and reimbursement policies.
• Proficient in planning, organizing, delegating, problem-solving, and supervising.
• Exceptional verbal and written communication skills.
• Proven ability to oversee operations and/or customer service.

• Daily Operations: Manages clinic schedules for all clinical providers across all assigned locations. Develops, modifies, maintains, and updates provider scheduling templates within the practice management system. Establishes, monitors, and maintains procedures for patient reception, appointments, cancellations, and traffic flow to ensure consistently prompt and effective service to patients and visitors. Functions at the reception desk performing all duties of MOA level staff on a temporary basis for illness, personal emergencies, and vacations. Oversees telephone systems within the practice, supervising staff phone interactions.
• Patient Relations: Delivers customer service, resolves basic patient complaints, trains and supervises staff on customer service skills. Differentiates patient complaints from risk management issues and escalates RM issues appropriately. Completes Variance Reports. Demonstrates advanced customer recovery skills. Addresses significant customer concerns in a clear and diplomatic manner both verbally and in writing.
• Provider Relations: Assists providers in managing patient schedules through the practice management system. Engages with providers on daily operational issues affecting practice. Produces and/or reviews various data to track provider activities (e.g., productivity, compliance with regulatory requirements, etc.). Participates in the credentialing process for new providers.
• Supervision: Oversees daily activities of all practice staff involved with administrative functions (registration, new patient coordination, appointment and surgery scheduling, authorization, etc.), and all clinical staff involved in patient care activities. Responsible for ensuring thorough orientation and training of all staff, often utilizing or creating materials and orientation plans. Participates in maintaining comprehensive, accurate, and current training materials and programs.
• Performance Review, Counseling & Coaching: Provides regular feedback on employee performance. Completes employee evaluations. Establishes performance improvement plans with employees. Drafts counseling memos and recommends and/or initiates disciplinary action when necessary.
• Recruitment & Hiring: Processes PRC forms for new and replacement positions using existing job descriptions. May collaborate with HR to revise and update job descriptions to reflect current job duties. Conducts and/or participates in the interview process. Screens resumes to select interview candidates. Interviews job candidates and may select candidates for final round of interviews with physician leaders and/or Administrative Director. Makes hiring decisions.
• Facilities Management & Safety Regulations: Ensures compliance with specified regulatory requirements using established policies and procedures. Provides staff with training and training materials on safety requirements. Responsible for ensuring practice performs well in safety rounds. Establishes plans for improvement to rectify deficiencies.
• Information Technology: Ensures appropriate training and certification of staff in the use of all applicable IT systems and applications. Ensures proper training for staff and monitoring of patient privacy requirements in the use of IT systems (electronic, telephonic, etc.). Assures compliance with specified regulatory requirements using established policies and procedures. Establishes plans for improvement to rectify deficiencies.
• Health Information Management: Ensures proper training for staff in the maintenance of patient privacy and all HIPAA requirements concerning the release of patient information, etc. Ensures appropriate training, certification, and access control of staff in the use of all clinical data and repository systems.
• Revenue Management: Conducts revenue management functions for the practice, including developing a system for timely and accurate charge capture. Prepares or supervises the preparation of encounter forms for batching or unit-based charge entry (if applicable). Maintains a log of missing encounter forms for follow-up and reconciliation. Follows up with providers for missing or incomplete encounter forms/charges/incomplete notes. Identifies common registration errors and acts proactively to reduce occurrences. Reviews rejection reports. Collaborates with CBO to identify opportunities for improvement. Acts as practice depositor or delegates this duty. Supervises cash collection activities at the front desk. Audits cash handling procedures. Monitors co-pay collection against expected collections. Works with CBO to identify changes/corrections to encounter forms, such as annual HCPCS/CPT/ICD-10 changes. May identify opportunities for improved format and/or revenue collection. Utilizes Epic system report functions. Understands research billing requirements and ensures correct billing to accounts.
• Budget & Expense Management: Investigates expense variances. May provide input into direct expense projections. Maintains purchasing log, collaborates with accounts payable, accounts receivable, and purchase orders. Holds signature authority for approving accounts payable.
• Equipment & Furniture: Flags items for repair and reports safety issues. Orders equipment and maintains office supplies for the functionality of the office. Manages equipment maintenance agreements ensuring vendor compliance with service standards.
• Cleanliness, Appearance, & General Maintenance: Responsible for significant facilities and compliance of direct reports to basic standards (i.e., offices, waiting area). Collaborates with facilities management and environmental services to ensure ongoing facility maintenance. May oversee limited facility renovation projects.

• Weight Lifted: Up to 50 lbs, Occasionally 0-30% of time.
• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time.
• Vision: Moderate, Occasionally 0-30% of time.
• Kneeling/Stooping/Bending: Occasionally 0-30%.
• Standing/Walking: Occasionally 0-30%.
• Pushing/Pulling: Occasionally 0-30%.
• Intensity of Work: Occasionally 0-30%.
• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding.

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals.

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.