Classified Title: CO Medical Office Supervisor Working Title: Role/Level/Range: ATO 40/E/03/OF Starting Salary Range: $40,820-$57,000 (commensurate with experience) Employee group: Full-Time Schedule: Working 40 hours per week; Monday-Friday 8:30-5pm Exempt Status: Exempt Location: 04-MD:School of Medicine Campus Department name: 10003009-SOM Ortho General Administration Personnel area: Johns Hopkins University
Reporting to the Assistant Administrator this position oversees administrative operations of Orthopaedic Surgery, supervising the Medical Office Coordinators and Sr. Medical Office Coordinators as they manage the day-to-day activities of multi-faceted medical/surgical practices, working to ensure smoothly functioning office processes and excellent patient relations. Provides leadership and guidance to Medical Office Coordinators in order to facilitate quality patient care. Work with Healthcare Providers and Administrators to establish, implement, and interpret policies and procedures. Demonstrates independent judgment in resolution of administrative and patient related issues. Intervenes as necessary on issues relating to patient complaints, healthcare providers' concerns and operational issues by taking measures to correct situations and/or ensure involvement of appropriate personnel. Guides and assists staff with triaging patient calls, scheduling appointments and maintaining appointment templates, obtaining pre-certifications and other needs of the clinical office.
Specific Duties & Responsibilities:
Assists in the development, planning, implementation and ongoing assessment of office policies and procedures for the support staff. Serve as an expert on all policies and procedures related to the Medical Office Coordinator role.
Supervises staff, including hiring, terminating, and disciplinary action.
Promotes a team environment among staff, management, administration and faculty.
Works cooperatively with other staff. Responds to requests from coworkers or other departments in a mutually agreed upon time frame. Maintains professional demeanor with all coworkers.
On a regular and continuous basis, exercises judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.
Knows the formal and informal departmental goals, standards, policies and procedures which may include some familiarity of other departments within the school/division. Is sensitive to the interrelationship of both people and functions with the department.
Monitors staff time/attendance. Approves all vacation and sick requests and coordinate vacation schedules among staff, ensuring coverage remains available during vacations, holidays (as applicable) and during weather events.
Ongoing monitoring of staff productivity including, but not limited to, the following competency areas:
Documenting Patient Communication
Conducts annual performance reviews for all staff
Coordinates the interview process for applicants and manage the onboarding and training of staff. Develops and maintains a comprehensive training and onboarding plan for staff.
Maintains EPIC Super-User rights with the access to create and edit provider templates. Oversee physicians' schedules and troubleshooting template problems. Oversees Epic activities related to scheduling. Works with Orthopedic Surgery access center closely to optimize patient scheduling. Assures all patient correspondence is transmitted to correct areas in a timely manner to streamline patient processing. Serve as a template champion, assisting both access services and clinic management.
Serves as the initial contact to receive patient complaints, investigate the complaint and provide resolutions options and training to staff members.
Serves as the back to staff when needed with answering phones, scheduling appointments and/or surgery, ensuring patient correspondence is thorough and occurs in a timely manner.
Assists patients, patient families, referring physicians and third party carriers to resolve patient related issues.
Manages staff development and engagement activities.
Provides office oversight, initiating work orders for repairs and environmental services. Coordinates training on new equipment, service and repair of all equipment. Coordinates the servicing of office equipment. Arranges, complete and lead the agenda and minutes for monthly staff meetings. Scheduling Responsibilities
Conducts special projects as assigned.
Attends departmental meetings, acting as a leader and advocate for the Medical Office Coordinator group
Plans and facilitates the monthly Support Staff Meeting with assistance from MOC Lead team, managers and administration. Conduct monthly staff meetings and one on one meetings with staff.
Attends trainings as needed to maintain or gain proficiency regarding new processes, technology, etc.
Other duties and special projects as assigned.
Minimum Qualifications (Mandatory):
Requires high school diploma/GED, and a minimum of five years of progressively responsible medical office experience. Additional education may be substituted for up to two years of experience per the JHU equivalency formula.
Previous lead or supervisory experience preferred. Complete mandatory on-going training necessary to schedule new and follow-up appointments as appropriate.
Special Knowledge, Skills, and Abilities:
Has excellent customer service and communication skills, ability to diffuse difficult situations in a complex environment. Has good understanding of third party reimbursement policies and protocols. Has good understanding of the registration and scheduling systems
The successful candidate(s) for this position will be subject to a pre-employment background check.
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