Northern Light Eastern Maine Medical Center

Department: General Surgery Clinic

Position is located: Northern Light Eastern Maine Medical Center

Work Type: Full Time

Hours Per Week: 40.00

Work Schedule: TBD

Summary:

Directly supervise and coordinate the activities of clerical and administrative support workers.

Responsibilities:

PEOPLE • Demonstrates effective Customer, Physician/Practice Staff, and other hospital staff communication skills. • Answers all calls promptly and courteously • Responds to and resolves issues promptly through effective communications. • Uses appropriate chain of command. • Feedback is provided in constructive manner. • Participates in problem solving groups as requested. • 100% compliance of: ICARE, Leadership Workouts, and any other in-services/meetings and training as assigned • 100% documented evidence of attendance of department staff meetings, and/or reading/initializing the minutes. • Attends educational offering to enhance job knowledge and performance, maintaining documentation of continuing education. • Practices AIDET in all patient encounters SERVICE • Demonstrates knowledge of appropriate Logician and/or PowerChart Office systems • Demonstrates knowledge of Front Office positions/protocols. • Initially triages each patient's situation according to policy, referring to clinical staff when indicated. • Supervision of Front Office and CMA staff • Coordinates and facilitates rescheduling of provider's clinic and or schedules. • Interviewing Potential Employees and On-boarding New Employees. • Organize, coordinates and completes assigned projects for the Clinical Coordinator/Nurse Manager assigned in a timely manner. • Coordinates and assists with all facets for the Electronic Medical Record (EMR) and Scheduling systems. • Acquires, maintains and demonstrates working knowledge of the practice's managed care plans. • Facilitates, coordinates and ensures timely acquisition and/or removal of equipment when necessary • Compliant by attending and/or completing all mandatory education. • Assumes necessary functions of Practice Director/Office Manager in his/her absence. • Compiles data for provider availability. • Coordinates scheduling for Front Office Staff, through preparation of daily schedules, ensuring adequate staffing to meet patient care needs • Approves PEP time, vacations and makes recommendations to Practice Director/Office manager regarding unusual circumstances. • Completes initial Staff Performance Evaluations for area of responsibility and participate with the Practice Director/Office Manager in delivering employee performance evaluations. • Quickly and effectively mediates and resolve Front Office and CMA conflicts. • Comprehensively trains and orients all new employees, tour new employees through the practice while introducing them to staff. • Arranges and ensures successful staff training on Logician and/or Millennium and phone systems. • Works with the practice manager in establishing Departmental Directives • Performs quarterly time tracking for MDs in Practice as per Medicare Guidelines. • Schedules staff meetings and prepares agendas. • Completes meeting minutes for Staff Meetings and posts these minutes to the Practice public folder after practice manager review. • Schedules all Practice employees for Quarterly Employee Updates. • Maintains ownership of follow-up and graft surveillance lists. Designates daily care of these lists to scheduler and monitors functioning of each list. • Takes daily inventory, tracks all service recovery actions, and orders necessary supplies. • Enters all actions into PEMINIC Patient Relations Software. • Completes weekly payroll for department to include any edits and payroll change requests. • Maintains departmental attendance tracking. Reports to Practice Director when disciplinary action is warranted. QUALITY • Performs assigned duties accurately and promptly to meet unusual or emergency needs. • Directs all inquiries regarding release of protected healthcare information to Health Information Services (HEIS) • Maintains patient privacy • Prioritizes Front Office activities to maximize its functioning. • Demonstrates problem-solving skills • Follows through on problems that may hinder the delivery of patient care. • Participates in multidisciplinary problem-solving groups related to the functioning of the practice. • Supervises the Front Office staff in their area of responsibility with making sure that the registration process is complete and accurate on all systems. • Maintains office protocols in accordance with physician requirements (i.e. post-operative protocols). • Works with the practice manager to gather information necessary for certain EMMC audits • Tracks Monthly AVATAR scores • Tracks iCare completion report to ensure deficiencies are corrected. • Works with all Practice providers to create and update preference cards for staff use. FINANCE • Supervises the Front Office staff in their area of responsibility with managed care (e.g., collection of co pays, referrals, preauthorizations, etc). • Tracks monthly IOV numbers for each provider and compiles graphical analysis of this data for Provider Steering Committee Meetings. • Monitors late charge reports and compiles graphical analysis of this data for Provider Steering Committee Meetings. • Tracks all pertinent provider licensing to include state and DEA licensing and submits necessary paperwork to maintain up to date. • Works with the Practice Manager to complete necessary credentialing paperwork to maintain privileges at EMMC and St. Joseph Hospital. • Monitors and prepares a report for all overtime and float charges incurred during a given pay period. GROWTH • Collects and complies statistical data as requested to assist the Practice Director/Office Manager with departmental plans/issues. • Completes and maintains credentialing and NPI numbers for each new member of the provider team.

Other Information:

Competencies and Skills

• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.

• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.

• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.

• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

Education

• Required Associate's Degree

Working Conditions

• Work with computers, typing, reading or writing.

• Extend body and limbs to reach items.

• Lifting, moving and loading less than 20 pounds.

• Prolonged periods of sitting.

• Prolonged periods of standing.

• Prolonged periods of walking.

Position Supv- Office StaffLocation Req ID null