Office Supervisor, Orthopedics
Steward Health Care System LLC ("Steward") is a fully integrated, physician-led national health care services organization committed to providing the highest quality of care in the most cost-efficient manner in the communities where our patients live. Steward - the largest privately held health care company in the U.S. - owns and operates 35 community hospitals across nine states, serves over 1,000 distinct communities and employs approximately 40,000 health care professionals. In addition to our hospitals, the Steward provider network includes 4,800 providers, 25 urgent care centers, 87 preferred skilled nursing facilities, substantial behavioral health offerings, over 7,300 hospital beds under management, and approximately 1.5 million full risk covered lives through the company's managed care and health insurance services.
Steward Medical Group (SMG), Inc. is Steward's multi-specialty group practice with over 4,500 employees including over 1,800 physicians and advanced practitioners. SMG operates approximately 450 practice locations throughout Massachusetts, Southern New Hampshire, Rhode Island, New Jersey, Pennsylvania, Ohio, Florida, Utah, Arizona, Texas, Louisiana and Arkansas, and provides more than 4 million patient encounters per year.
Under general supervision, serves as liaison between the physicians, office support staff, Clinical Program Manager, and Administrative Director. The Office Supervisor is responsible for assisting the Clinical Program Manager and Administrative Director with all day-to-day operational, administrative, and fiscal aspects of the physicians’ offices.
The Office Supervisor works with all members of the department; reports directly to the Administrative Director for administrative duties / role definition, and to the Clinical Program Manager for clinical duties.
- Performs duties and provides assistance according to organizational guidelines, as well as special directives/projects from the Administrative Director and Clinical Program Manager.
-Ensures efficiency and productivity with respect to administrative functions of the office. Daily monitoring of physician and patient activity in the practice; allocates resources to necessary tasks and set priorities.
-Reports any problems in this area to the Clinical Program Manager immediately.
-Responsible for accurate registration, scheduling, confirmation, and billing functions.
-Responsible for answering clinic phones and sending messages to clinic staff/providers as appropriate.
-Provides coverage as needed to fill gaps in administrative support
-Makes recommendations for improvements/enhancements to registration, scheduling, and billing procedures.
-Manages the oversight and audit of encounter forms for completeness, accuracy, batching, and prompt distribution to billing.
-Responsible for daily oversight and reconciliation of co-payment and cash collection to maintain daily average of 90%.
-Triages patient complaints for the office, working with appropriate clinical and management personnel to resolve issues that arise.
-Responsible for monitoring and acting on missing charge reports; escalates issues to leadership.
-Oversees ordering all necessary supplies and equipment for the practice.
-The procurement process shall include payment requests, on-line supply ordering, and reconciliation of AP payments.
-Under the direction of the Administrative Director, responsible for the training and on-board processing of all new employees.
-Assists with credentialing and onboarding for new providers as directed.
-Assists Administrative Director with Payroll and payment of Invoices.
-Assurance that all “Best Practice” initiatives are regularly reviewed, optimized, and followed with and through leadership.
-Maintains patient confidentiality according to Steward and hospital standards.
-Builds accountability with staff through leadership both independently and as part of leadership team.
-Presents and participates in regular staff meetings to review and share best practices as well as communicate expectations.
-Provides timely and well-rounded performance feedback to administrative staff, with support from leadership; follows up on performance issues, works in concert with human resources and leadership to design and implement performance improvement plans.
-Coordinates and executes office equipment setup and space moves as requested.
-Actively attends and participates in meetings with important internal and external stakeholders to advance the mission of SEMC Orthopedics.
-All other duties as requested.
-HS Diploma, Associates or Bachelor’s degree preferred, but not required. Relevant work experience may substitute for degree requirements.
-Must have 2-3 years’ experience in a healthcare environment.
-Must have excellent written and verbal communication skills, and a strong desire to work as part of a team.
-Must be able to multi-task and prioritize daily activities.
-Must have a thorough understanding of billing, information systems, and knowledge of medical terminology and HIPPA requirements.
-Proficiency with computers and window-based products.
-IDX experience preferred.
-Knowledge of insurance coverage systems, including but not limited to co-payments, referrals, HMO, PPO and capitated products, preferred.
-Experience with organization of medical charts preferred.
-Ability to analyze operational issues and solve them creatively.
-Strong orientation to patient care in accordance with the Faculty Practice Plan's values.
-Training in the courses of Quality Improvement, Performance Improvement and other educational programs are encouraged.
-Capacity to analyze, to think creatively, and to weigh alternatives.