Eye and Dental Practice Supervisor

Description

Position Title:                     Eye & Dental Practice Supervisor
Department:                        Patient Services / Operations – Division I
Supervisor:                         Director of Operations
Status/Hours Per Week:    Exempt / Full-time (40 hours)

Primary Function:

The Eye & Dental Practice Supervisor primarily oversees the Patient Services Representatives and Registration & Treatment Plan Coordinator while closely collaborating with the Eye/Optical and Dental Clinical leadership in the smooth operations of the front desk for the Eye and Dental Departments, which is located in a satellite building apart from the main health center. The Supervisor mainly focuses on the administrative, business and customer service functions of the Eye/Optical and Dental Departments, including but not limited to insurance verification, cash collection and management, sliding fee discount program, liaison to patient accounts, supply ordering, provider template management, and practice management. 

The Supervisor is also responsible for overseeing a successful, positive and productive team. Although the main focus of this position is supporting the Eye and Dental Departments, there may be times where this role will be called upon to serve as back-up to similar roles at the Primary Care location.

Duties & Responsibilities:

Under the direction of the Director of Operations and collaborative support of the Eye and Dental Directors, the Supervisor: 
•    Directly supervises the Patient Service Representatives and Registration & Treatment Plan Coordinator to support the Eye/Optical and Dental Departments, including screening, interviewing and hiring candidates. 
•    Coach and train new and existing staff through staff development/training to ensure a successful team. •    Make continuous improvements to the training and quality program for Patient Services staff, and conduct ongoing training in the following areas: systems and procedures, such as optimal use of the Electronic Medical Record (EMR) system; insurance verification processes; cash collection protocols; no show and late patient arrivals; and many other standard operating procedures, such as scheduling appointments, and customer service delivery/positive patient experience.
•    Ensure that patient registration, account, and insurance information is verified accurately while adhering to all regulatory and compliance related policies and procedures.
•    Oversee and monitor staff’s ability in timely processing of the various work queues in the EMR; make assignment adjustments as needed and communicate the status to relevant parties; and review patient registration and staff productivity reports to ensure the accuracy, level of completion, and quantity of the work produced by staff.
•    Maintain a secure cash payment collection procedure, oversee the reconciliation of cash receipts, proactively addressing any discrepancies following protocols, and maintain funds in a secure and authorized place; run regular reports of cash collected per month broken down by Dental, Eye/Optical and by staff.
•    Monitor and approve all timecards as required in a timely and comprehensive manner; and manage requested PTO to ensure there is adequate staff coverage for all required shifts.
•    Serve as primary liaison between Call Center, 415 Registration, Primary Care, Urgent Care and Behavioral Health and the Patient Revenue Cycle Department as well as UCC’s third party billing vendor.
•    Manage regular staff meetings with prepared agendas, attend management meetings and trainings as required, and maintain and distribute meeting minutes as appropriate.
•    Build and maintain a strong and productive team through coaching, team building, and excellent and consistent communication.  Make recommendations for interventions as needed.
•    Requisition all necessary forms and supplies for the department and ensure that notices, forms and questionnaires are distributed to patients as required.
•    Routinely evaluate current standard operating procedures for the department to ensure procedures reflect the most up to date workflows and meet the operational needs of all functional areas involved and make recommendations for updates and improvements as needed and implement accordingly. 
•    Collaborate with UCC’s Call Center leadership regarding the coordination of incoming eye/optical and dental calls, appropriate appointment scheduling, and the updated protocols related to management of the calls between Departments.  This involves on-going training of the Call Center staff and updating of written protocols.
•    Take responsibility for the quality monitoring including observations of patient/staff interaction, workflows as well as productivity.
•    Participate in receiving and researching patient complaints and grievances.
•    Ensure that required Incident Reports are completed and filed by appropriate parties in a timely manner.
•    Complete timely staff performance appraisals as well as corrective action plans or performance improvements plans as needed, and meet with staff one-on-one to provide necessary coaching and training.
•    Oversee and create staff schedules, maintaining adequate coverage for all assigned positions.
•    Monitor providers' schedule templates to ensure appropriate provider staff are present to support adequate patient care; block, create and edit templates as needed.
•    Ensure an adequate number of patients are scheduled in order to facilitate timely patient care and meet productivity benchmarks.
•    Maintain regular external and internal reporting, such as 3rd to Next Available Appointment measuring appointment access, volume of patients on Wait or Appointment Request Lists, etc.
•    Participate in development of short and long-range operational plans and objectives; present recommendations to supervisor and to senior leadership, if appropriate; receive, evaluate and act upon suggestions and recommendations from staff; and assess needs for new services.
•    Support the Director of Operations and other senior leadership in the evaluation of no shows, cancellations, wait times and other patient front-end quality of service indicators.
•    Ensure that Dental and Eye Departments and front-line staff are prepared for regular audits, such as HRSA visits, making sure regulatory/required signage is visible and staff maintain knowledge on their roles, organizational safety, and patient care services/programs. 
•    Responsible for participating in the rotation of administer on call coverage.
•    Oversee the opening and closing of the Eye/Optical/Dental Department building.
•    Serve as liaison to the Health Information Management Department regarding Eye/Optical/Dental records. 
•    During times of inadequate staffing, may have to perform the duties of the Patient Service Representatives or the Registration and Treatment Plan Coordinator. 
•    Work two (2) evenings per week. 
•    Participate in administrative and professional meetings, such as Revenue Cycle Management/Billing, Patient Services Leadership, and management meetings.
•    Perform other related duties as requested.
 

Qualifications

Minimum Basic Knowledge:

Bachelor’s degree in business administration, public health, or related field, or equivalent degree plus relevant professional experience OR Associate’s degree and 2 years of supervisory experience. 

Experience & Qualifications:

•    A minimum of 2 years of healthcare related experience. 
•    Experience with EPIC/OCHIN and/or other electronic medical record systems. 
•    Strong communication, facilitation, interpersonal, and diplomacy skills. 
•    Ability to simultaneously manage multiple responsibilities and respond appropriately to multiple internal and external requests. 
•    Excellent project management skills. 
•    Ability to take initiative and exercise sound judgment, decision making and problem solving. 
•    Prior experience with working successfully with physicians and other clinicians. 

Independent Action:

Plan, direct and perform duties, as listed above in accordance with broad center policies and objectives, and under direction of supervisor, as appropriate. Also, refer unusual personnel or interdepartmental problems to supervisor for advice, discussion or decision.

Supervisory Responsibility:
•    Supervise department with up to 10 persons.
•    Physical presence for 2 evening sessions and occasional Saturday sessions (no less than once per quarter) required.

Define Access Level to PHI:    Level 2: Authorized to access patient demographic data with only minimal reference to treatment or diagnostic information as needed to function. Staff in this category level should confine the use of PHI to the minimum necessary required and should not access or read parts of the medical record not needed to perform assigned duties.