Center Manager at National Spine and Pain Centers in Arlington, VA

Position Summary

The Center Manager ensures efficient and effective daily operations of the assigned office location(s). Major responsibilities include, but are not limited to, overseeing all administrative and clinical office direct reports; maintaining a professional and proficient workflow across all clinical and administrative office functions; and supporting respective providers in daily initiatives. By performing all required duties and responsibilities, the Center Manager is responsible for ensuring that quality services are provided consistently to meet the needs of the patients, providers and organization as a whole.

Duties and Responsibilities

Provide active leadership over and ensure accurate completion of all daily center administrative and clinical staff functions/work assignments, including but not limited to:

• Ensure all telephone calls are answered, returned, and/or closed properly and verifying that all messages (voicemails, emails, etc.) are checked in a timely manner with appropriate distribution of email responses, faxes and reports.
• Confirm the timely completion of all Electronic Medical Record and Practice Management system tasks, including distribution of electronic faxes and entry of patient diagnosis codes.
• Guarantee advanced preparation of all patient records for scheduled appointments, verifying completeness and readiness for each provider.
• Ensure patient demographics, insurance information, and all other pertinent details are recorded and verified accurately in new and current patient charts to guarantee proper medical care and accurate claim payments according to NSPC protocol, two to three days prior to each appointment (with the exception of add-ons)
• Confirm that patient deductibles, co-pays, balances, referrals, pre-certifications, and any other documents are obtained as required; and that any necessary authorizations are noted accurately in each patient's registration.
  o Verify medical records/notes are electronically filed promptly and maintained correctly through periodic file audits and visual inspections.
  o Ensure that every patient appointment is scheduled properly according to established NSPC guidelines and provider needs, and that all pre-appointment instructions are communicated accurately to each patient.
• Provide regular feedback to staff regarding same or next day openings to assist in filling and best utilizing all provider schedules.
• Verify that all prescription requests are forwarded in a timely manner to the responsible provider.
• Ensure accurate and timely completion of all day-end billing and administrative duties.
• Serve as onsite escalation point of contact for patients, providers and staff.
• Assist as a back-up for direct report staff by stepping in as needed to answer calls, verify insurance, etc.
• Serve as a primary point of contact for building, equipment, or system failures.
• Manage office supply inventory, creates purchase orders, ensures invoices and packing slips are processed properly.
• Ensure center personnel present professionally at all times.
• Supervise, coach, and motivate direct reports; proactively work with Human Resources to address any employee relations or disciplinary actions in a timely fashion.
• Ensure direct reports are performing their duties and responsibilities, and assist in establishing key performance indicators and performance goals to measure progress via Performance Development Plans (PDPs).
• Work with the Regional Manager/Director to ensure efficient staffing recruiting, hiring and training direct reports and staff, and ensure NSPC and operations policies, procedures and guidelines on workflow and systems including Practice Management, Electronic Medical Record, and other office technology are followed.
• Develop and maintain awareness of the fiscal state of the practice, specifically related to the expenses, drivers of costs, center-level budgeting and forecasting; manage resources and assets and minimize expenses; and review budget monthly with Regional Manager/Director and physicians.
• Schedule regular meetings with physicians to ensure that all administrative requirements are being met and gaps are being properly addressed from a provider standpoint, and then follow up with re-occurring meetings with staff, including collecting, organizing and summarizing relevant presentation materials.
• Collaborate with Marketing department and physicians by engaging and supporting marketing opportunities for each assigned center; work with assigned Provider Liaison.
• Adhere to and uphold all applicable federal and state compliance regulations, the NSPC Code of Conduct, the NSPC Employee Handbook, compliance policies and procedures, and applicable healthcare fraud, waste and abuse laws.
• Understand, comply with, and enforce all NSPC policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
• Ensure adherence to all compliance standards among all NSPC colleagues and staff, including those managed or overseen.
• All other duties as assigned.

• Minimum of three years of private medical office management and supervision experience.
• Bachelor's Degree in Health Care Administration, Business, or other related field, preferred.
• Two years of experience operating a licensed and accredited ambulatory surgery center (only applicable in regions with licensed ASCs).
• Proficiency with Microsoft Office suite, specifically Word and Excel.
• Familiarity with EMR and/or Electronic Practice Management systems and technologies.
• Must be driven and highly motivated, and perform all duties in an independent manner with minimal direction and supervision.
• Excellent organizational/multi-tasking skills with acute attention to detail.
• Capability to work in a fast-paced and demanding environment, while demonstrating resourcefulness and proactivity.
• Recognize and perform duties which need to be performed; although not directly assigned.
• Ability to communicate effectively and professionally with a diverse population.
• Ability to deal with difficult or upset patients in a poised and professional manner, to be empathetic to
• Knowledge of the healthcare industry, and the legal implications of work and words in healthcare.

• Located in a fast-paced, clinical office environment with a noise level that is generally elevated.
• Regular use of standard office equipment (including computers, phones, photocopiers, filing cabinets, fax machines, etc.).
• Close and regular interactions with patients occur, which may result in exposure to blood borne pathogens and/or other diseases/infections. Appropriate infection control policies and procedures are practiced and enforced at all times to minimize any risks.
• Ability/flexibility to travel company-wide is necessary.

• Extensive and regular periods of sitting, standing, bending, walking, seeing, talking, and listening.
• A full range of body motion including complete manual and finger dexterity, as well as effective hand-eye coordination.
• Adequate visual acuity including ability to read information.
• An occasional requirement to reach with hands/arms, stoop, kneel, or crouch.
• An occasional requirement to push, pull, lift and/or move up to 15 pounds.
• The ability to operate a motor vehicle with a valid driver's license, as needed.