MGR-OUTPATIENT SERVICES -PHYSICIAN RELATIONS

Job Summary : The Manager of Pine Grove Outpatient Services, under the supervision of the Director of Pine Grove Outpatient Services, is responsible for supporting the overall functions of the Clinic including but not limited to, staff supervision, scheduling, meeting and in-service facilitation, policy implementation; billing and account questions; manage assigned WQs, update staff on EPIC upgrades; communicate goals and work to implement strategy to meet these; field and respond to patient complaints; manage no show policy, coordinate termination letters and serve as lead for Cadence, Prelude and Resolute Billing needs in EPIC. Additionally, the Manager will act as physician relations support to include but not limited to management of clinic schedules, time away, CME, locums, orientation, consult coverage, EPIC training, management of renewal licenses and timekeeper for physicians, as well as issues and / or concerns.

Demonstrates knowledge and skills to appropriately communicate and interact with patients, families, and visitors of all age groups while being sensitive to their cultural and religious beliefs. Completes any or all other unplanned assignments as they present. Acts as change agent for the Clinic and champions health system initiatives as they present. Must continually maintain working knowledge of all clinic products, services, regulations, and promotions. Employ conflict management skills and emotional intelligence when handling staff behavior and performance issues. May provide coverage for front desk staff as needed. Perform any and all other duties as assigned by Director of Pine Grove Outpatient Services and / or their designee.

Performance Expectations :

• Maintain HIPAA, Compliance and regulatory guidelines.
• Utilize knowledge of applicable EPIC applications, including Cadence, Epicare Ambulatory and PB billing to facilitate adherence to established workflows.
• Communication with patients is prompt, consistent and accurate, gathering information while maintaining quality patient care and upholding the We Care Philosophy.
• Monitors staff performance using reporting, direct and indirect observation, evaluation, feedback, and skills check-offs.
• Works well with others, as well as alone, and be self-motivated and able to motivate others.
• Must be able to identify and resolve problems as they arise.
• Communicates professionally and uses applicable tact and emotional intelligence dependent upon each other’s situation and job function and role. Communications skills are executed with apt and proper etiquette.
• Demonstrates the ability to generate reports accurately and in a timely manner.
• Demonstrates knowledge and ability to appropriately communicate and interact with physicians and nurse practitioners regarding work and call schedules.
• Maintains exceptional organizational and time management skills.
• Respond to patient questions, complaints, and billing inquiries to achieve same-or next-day resolution.
• Review and submit supply requisitions.
• Process patient financial assistance applications.
• Maintains confidentiality.
• Leads by example and fosters an environment that is safe and desirable to work within.
• Holds staff accountable for all established protocols, workflows, processes, and policies. Inspects what is expected.
• Review time cards and policy adherence for staff in appropriate timekeeping software.
• Leadership qualities and critical thinking skills are strong and mature enough to solve singular, complex, or simple issues.
• Knowledge of insurance and billing is sufficient to answer staff and patient questions, in addition to supplying support and training to staff. Assist in the billing process and communicates issues to the billing director.
• Utilizes office equipment and applications including, but not limited to, multiline phone system, Windows-based computers, Epic software, Kronos, Healthstreams, printers, fax, copier, scanner, calculator, credit card machine in a proficient and knowledgeable manner.
• Schedules appointments as needed and maintains provider / ancillary schedules.
• Compiles and presents monthly administrative reports to include : Clinic Volume, Collections, Accounts Receivable, and Provider Productivity at the first of each month.
• Utilize mechanized systems to initiate and complete service orders and handle patient requests.
• Maintain and update provider and staff organizational memberships, licensure, and certifications.
• Aptitude with collections, registration of patient information, and pre-certification processes is sufficient to provide favorable revenue cycle results.
• Maintains provider / employee schedules, maintains PTO / Sick / FMLA records, counsel / discipline employees, maintains communication with FGH Administration.
• Provides appropriate clinic personnel with quality reports needed to meet ACO requirements.
• Adheres to and promotes the established values of the organization, i.e., We CARE, Language of Caring, safety, Code of Conduct, HIPAA, compliance standards and all others.

Qualifications : Education / Skills :

A Bachelor Degree (preferably in Health Care or Communications-related field) or five years’ experience in a related health care field are required. Computer skills and knowledge of office operations are required.

Work Experience : Supervisor / Management, medical insurance knowledge; computer and office equipment knowledge; soft people / emotional intelligence skills, experience or training in office procedures in a medical environment experience highly recommended. Epic experience highly recommended. Experience in Microsoft Office applications required.

Mental Demands :

Exceptional oral and written skills are required to relate effectively to Hospital and medical staff. The individual must have the ability to type and be familiar with the rules of spelling, grammar, and punctuation. The individual must have the ability to use a computer display station, copier, telephone, personal computer, calculator and various pieces of AV Equipment. Working knowledge of medical terminology is necessary. The individual must have a high energy level and be capable of handling pressure situations both mentally and physically. The ability to perform repetitive tasks, cooperate with others, follow directions precisely, and demonstrate initiative is required. The individual must be able to prioritize and meet project deadlines, have good written and verbal communication skills, and the ability to maintain rapport.

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