Supervisor, Ambulatory Operations, 40 Hour Days

Location: Worcester, MA Memorial Campus · On-site (100% Onsite)

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Exemption Status:

Exempt

Hiring Range:

$56,243.20 - $101,254.40

(based on a full time schedule of 40 hours per week).

Please note that the final offer will vary based on scheduled hours. Compensation for part-time or reduced schedules will be prorated based on scheduled weekly hours, experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Monday through Friday

Scheduled Hours:

8:30AM - 5:00PM

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

10010 - 4166 Spine Center

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

This position reports to the Manager, Ambulatory Operations or designated management and is responsible for supervising employees and activities for the efficient administration of the clinic. The supervisor oversees the day-to-day operations of the resources including but not limited to, patient registration, scheduling, clinic flow, charge capture, and referring physician relations. The supervisor ensures and performs administrative support services for a physician leader, manager or similar position.

I. Major Responsibilities:

1. Assures the efficient daily operations of the clinic, including appropriate staffing, appropriate use of supplies, workflow and productivity.
2. Ensures efficient patient registration and the scheduling of medical procedures for both inpatients and outpatients. Coordinates with hospital admitting, the O.R., diagnostic & therapeutic areas, pre-surgical evaluation, and other patient care areas as necessary.
3. Monitors the scheduling process to ensure highest quality customer service. Participates in interdepartmental multidisciplinary performance improvement initiatives to improve the scheduling process. Develops and recommends improvements in systems, schedules and procedures. Demonstrates the use of quality improvement in daily operations.
4. Maximizes utilization of session time by manipulating daily schedules to achieve the greatest potential for patient volume.
5. Monitors workflow and productivity to evaluate office performance. Takes corrective action to ensure the efficient and effective workflow.
6. Assesses patient flow as well as develops and maintains systems and processes to assure efficient flow.
7. Ensures that appropriate patient information is gathered at the point of registration, and updated as appropriate, and physician ‘s schedules are accurately incorporated. Monitors the registration process to ensure high quality customer service.
8. Monitors phone service level to ensure high quality customer service.
9. Oversees the collection of patient co-payments.
10. Oversees and monitors the weekly departmental payroll in Kronos as assigned.
11. Ensures adequate inventory of office supplies and the basic maintenance of office equipment. Re-orders and coordinates with purchasing, vendors, as required. Coordinates efforts for basic facilities maintenance activities as needed.
12. Maintains effective liaison with clinic management. As required, works collaboratively with a variety of staff and management in various departments and functions such as patient accounts, registration, health information management, information services, human resources, radiology etc. to address issues. Works with the leadership team to identify and coordinate the resolution of a variety of administrative issues.
13. Creates a team focused environment by coordinating clerical and clinical staff to ensure quality patient care. Conducts employee meetings as needed.
14. Ensures the efficient greeting of patients and visitors. Fosters quality customer service.
15. Ensures efficient processes to support billing, on-site charge entry processes, the collection of co-payments from patients and daily cash deposit etc. Ensure electronic encounter forms are processed per policy.
16. Ensures the efficient set-up, maintenance, filing and retrieval of medical records. Sets up and maintains extremely sensitive confidential information.
17. May act as a liaison with building management to assure productive work environment including office cleaning, security, safety, and parking. Resolves patient complaints as required.

Standard Supervisor Level Responsibilities:

1. Supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Resolves grievances and other personnel problems within position responsibilities.
2. Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
3. Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation and fosters the effective integration of efforts with system-wide initiatives.
4. Encourages and supports diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.
5. Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.
6. Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
7. Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.
8. Ensures that department complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures.
9. Ensures adequate equipment and supplies for department.
10. Develops and maintains established departmental policies, procedures, and objectives.
11. Ensures compliance to all health and safety regulations and requirements.
12. Performs similar or related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:

Required:
1. Associates Degree in related field or equivalent experience.

Experience/Skill:

Required:
1. Three (3) or more years of medical administrative office experience
2. Demonstrated Leadership experience.
3. Must have excellent oral and written communication skills, as well as excellent interpersonal skills to effectively communicate with all levels of management, patients, and staff.
4. Must have excellent organizational and analytical/problem-solving skills and the ability to work independently.
5. Must have the ability to coordinate and organize multiple functions and activities.
6. Must be proficient in relevant computer software.

Preferred:
1. Previous supervisory or lead experience.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies, including age-specific competencies and their measurements, will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.