Administrative Lead

1 week ago

Kingston, New York, United States The Institute for Family Health Full time

Job Summary:

The Practice Operations Manager is responsible for ensuring the smooth operation of assigned practice locations, aligning with the objectives, philosophies, standards, and policies of The Institute for Family Health.

Key Responsibilities:

  • Supervise and evaluate Lead Patient Service Representatives (PSRs) to ensure optimal performance and adherence to Institute policies.
  • Act as a resource for PSRs and support staff, providing guidance on operational problems or questions.
  • Oversee and resolve issues related to practice systems, including appointments, registration, referrals, medical records, staff/patient relations, and billing.
  • Monitor PSR schedules, resolve conflicts, and ensure adequate staffing coverage of administrative areas.
  • Investigate and resolve patient billing problems, communicate with Professional Billing, and follow up with patients.
  • Process sliding-fee scale requests, determine discounts, and notify Professional Billing.
  • Investigate patient complaints, brief senior administration, and provide follow-up to patients.
  • Reconcile petty cash daily, monitor safe contents, and maintain a log of petty cash.
  • Reconcile daily office cash collections and complete bank deposits according to Institute policy.
  • Process bi-weekly time cards for practice staff, total for practice staff, and reconcile with leave requests.
  • Monitor and order administrative supplies.
  • Develop provider schedules and ensure they are entered correctly in the computer system.
  • Review schedules proactively to identify problems and ensure optimal resource allocation.
  • Oversee the maintenance of provider schedules and ensure appropriate staffing of practitioners and patient services staff.
  • Prepare statistics on practice operations as needed.
  • Obtain tokens for patient reimbursement.
  • Provide monthly appointment availability reports to site management teams.
  • Perform Patient Service Representative functions as required, including registration, check-in, appointments, checkout, switchboard, and referrals.
  • Assist senior-level administration with special projects as necessary.
  • Share responsibility with site management teams in overseeing day-to-day operations from opening to closing.
  • Demonstrate knowledge and skills necessary to provide care, based on physical, psychosocial, educational, safety, and related criteria, appropriate to the age of patients in assigned areas.
  • Coordinate training of new employees.
  • Perform Epic system audits and assist in developing plans of correction for operating systems related to registration, scheduling, scanning, and referrals.
  • Prepare reports related to Epic system operations, work queues, charges, registration, and insurance-related issues.
  • Point person for equipment and mechanical problems in suites, following up on corrections.

Organizational/Managerial Responsibilities:

  • Anticipate and respond to regulatory agencies and surveys performed.
  • Ensure consistent performance adherence to all applicable policies and procedures.
  • Complete required evaluations of PSR staff.

Education/Professional Development:

  • Comply with Institute-required online trainings.
  • Comply with regulatory employee health requirements.
  • Requires a minimum of one supervision session each week, conducted by senior practice administration or director mentor.

Communication/Relationships:

  • Effectively communicate with affiliated hospital departments and personnel, as well as other affiliated organizations.
  • Attend management meetings.
  • Display courtesy, tact, and patience during interactions with all members of the staff and extended community.
  • Demonstrate a professional, courteous, and respectful attitude in dealing with patients, families, and significant others.

Qualifications:

  • High School Diploma REQUIRED.
  • Bachelor's Degree PREFERRED.
  • A minimum of one year of Lead Patient Services Representative experience or three years of Institute for Family Health experience or Bachelor's degree in healthcare or business-related field REQUIRED.
  • Must have basic computer and internet navigational skills.
  • Must be familiar with Microsoft applications (Windows, Word, Excel, Outlook).
  • Must have experience with electronic health records (EHR) technology.
  • Strong leadership, problem-solving, and decision-making skills REQUIRED.
  • Knowledge of Joint Commission on the Accreditation of Healthcare Organizations (JCAHO) and Article 28 Regulatory regulations PREFERRED.

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