Care Center Manager

Position Summary

To drive our growth and enable our excellence in care, we need leaders, developers and guides. Our vision is to provide excellent surgical and clinical care for every patient, every day. Every team member delivering or managing direct care provides superior clinical excellence. The Care Center Manager is an integral member of this team and is responsible for the supervision, direction and coordination of the day-to-day administrative and operations of the clinic and any respective satellite locations.

Schedule

Full-time, Monday - Friday, 8am - 5pm.

Essential Qualities

The essential qualities necessary include, but are not limited to:

• Superior customer service skills.
• Strong leadership, training and mentoring abilities.
• Promoting (leading by example) great interpersonal skills; modeling patience, composure and cooperation; working well with all patients, physicians and team.
• Advanced understanding of and adherence to all safety, risk management and precautionary procedures, including the consistent respect for confidentiality (HIPAA).
• Efficient use of time, with attention to quality, detail, accuracy and completion; skilled in delegation and organization.
• Ability to establish and manage multiple priorities, coordinate work activities and exercise initiative.
• Creativity and resourcefulness in addressing problems and opportunities.
• Willingness and ability to be flexible with working varied hours and dependable with attendance.

• Ability to remove oneself personally from given situations, remaining objective.
• Ability to adapt to change, delays or unexpected events while maintaining a positive mindset.
• Ability to effectively present information and respond to questions from administrative and clinical staff,groups of managers, patients and physicians.

Key Duties and Responsibilities

The key duties and responsibilities include, but are not limited to:

• Developing and maintaining a patient-focused customer service environment that maximizes patient, physician and employee satisfaction.
• In collaboration with the Administrator, Executive Director and/or Physician leadership as appropriate: manage the recruitment, hiring, onboarding performance management, coaching and feedback and employment decisions of direct reports and the care center.
• Schedule, coach, supervise and guide staff to meet the daily operational objectives of the Practice, including flexing staff to meet or exceed the needs and goals of the Practice.
• Organize, monitor and delegate routine work flow of the clinic team, including phone calls, registration, co-pay and clinic cash collection, insurance verification, check-out, medical records, filing, scanning, indexing, dictation, paper/fax and mail distribution.
• Monitor flow of patients from check-in to check out to minimize delays. Oversee volume of patient interaction at all points of interaction from phones, check-in, and business office flow to reassign staff as needed to maximize service.
• Direct liaison with Administrator or Executive Director and physicians to assure that patient needs are met/exceeded, quality standards are maintained, costs are controlled and productivity is maximized.
• Act as a working Supervisor with ability to fill in and perform the duties in applicable positions, continuously refreshing your own Practice skills.
• Establish, maintain and update protocols and ensure that timely and accurate information is captured and disseminated to staff.
• Develop and implement initiatives related to quality, efficiency, teamwork and customer service. Plan, evaluate, recommend and implement new initiatives when appropriate.
• Develop role specific performance expectations, provide training and development plans and timely feedback for all employees, ensuring skill benchmarks are met or exceeded in timely manner. Conduct period performance review and development discussions, including annual reviews.
• Identify and implement opportunities to build employee morale, individual motivation and engagement. Work in direct collaboration with your Human Resources and Management Team to ensure progressive, fair and consistent policies are in place for the best associate outcomes.
• Assure clean and safe work environment that presents well to the public and protects staff.
• Develops strong inter-department teamwork to meet the needs of the patients and physicians and drive decision-making and other actions.
• Responsible for assuring customer/patient service needs are met. Monitors patient service feedback and contributes to the process of resolving complaints and service issues. Plans and initiates process improvement and cost reduction opportunities.
• Assist Business Office and ancillaries in resolving requests for information and organize annual purge of medical records.
• Oversee or delegate ordering of office and medical supplies for the office. Ensures proper PAR levels are maintained and supplies are not stored in excess.
• Perform other duties as assigned.

Education/Experience

• Associates or Bachelor’s degree in Business Administration, Management or Health Care Administration preferred. Experience in lieu of formal degree will be considered.
• Minimum of 5 to 7 years in a medical office setting. Two to three years’ medical office experience as Manager or Supervisor preferred.

Knowledge, Skills and Abilities

• Strong knowledge of medical terminology; completion of medical terminology or anatomy and physiology course/course work in related field preferred.
• Demonstrated strong analytical troubleshooting and problem-solving skills
• Working knowledge of healthcare workflow and processes.
• Working knowledge of software applications including MS Office applications, practice management and EHR products.
• Demonstrated proficiency in all forms of communications and the development of strong interpersonal relationships.
• Demonstrated skills in operations, human resources and people management, physician relations and financial management.
• Knowledge required of ICD-10 and CPT coding and how it affects reimbursement from third party payers.

Work Environment/Physical Demands

The work environment/physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JobFamily

OPERATIONS

PayType

Salary

EmploymentIndicator

Full Time

HiringMinRate

68532.64

HiringMaxRate

123358.75