Front Office Supervisor

Copley Hospital, located in Morrisville/Stowe VT, is looking for a Front Office Supervisor to join our team at Mansfield Orthopaedics!

The Front Office Supervisor is the supervisor of the Scheduler/Registrars and oversees all functions provided by them. Serves as the department resource for use of Health Information Systems functions related to registration, patient correspondence and over all documentation processes. Ensures completion of patient scheduling, surgical scheduling, registration and reminder calls according to department and hospital policies. May assist with ensuring accurate and timely completion of transcription. Works collaboratively with the Providers and Medical Assistant Supervisor to ensure quality management of services. Assists in the management of weekly and biweekly payroll process for the department. Performs supportive tasks as necessary. Reviews quality of work according to the clerical staff job descriptions. Works collaboratively with other departments to complete tasks and special projects. Performs other duties as assigned. Compliance with all applicable State and Federal laws, regulations, and policies governing the provision of health care. Keeps a strong focus on overall patient and employee satisfaction.

This is a Full-Time position (PT available).

Copley Hospital has a variety of shifts available across Full-Time, Part-Time, and Per Diem needs with day and evening shift availability. Please consider applying to discuss how your availability may align.

Compensation: Negotiable.

An offer of employment may vary based on factors such as experience, education, skill, internal equity, and market data.

• Works collaboratively with the Medical Assistant Supervisor and Lead Scheduler.
• Collaborates with staff to ensure regulatory and hospital policy compliance. Participates in staff education regarding policy. Is a resource for policy and process questions from all staff. Communicates as needed with Providers and Practice Administrator when issues are identified. Documents issues and actions as appropriate.
• Oversees the department EHR management process.
• Collects and prepares all Accounts Payable for the Practice Administrator approve. Ensures that all PO's are attached, that supplies have been received and all services rendered.
• Monitors processes as assigned by the Practice Administrator, using appropriate data collection processes and or HIS based reports. Examples of monitoring include productivity, charge capture and revenue analysis.
• Orients and trains new front office staff
• Ensures daily staffing of support staff in accordance with approved budget. Approves ETO requests in collaboration with the Practice Administrator. Monitors worked hours of the support staff to ensure they remain within budget. Brings all staffing concerns to the Practice Administrator in a timely manner.
• Participates in departmental policy review, recommending and making updates as assigned and informing the Practice Administrator of these recommendations.
• Supervises the work of support staff who perform scheduling, and registration. Provides direct supervision and reviews their work to ensure quality and productivity expectations are met.
• Reviews the provider schedules in partnership with Practice Administrator
• Maintains confidentiality for all employee issues, and for all issues noted by the Practice Administrator.
• Provides the Practice Administrator with recommendations and needs for supplies in order to ensure quality care that is consistent with professional standards. Helps ensure that the clerical supply inventory is maintained in most cost effective manner.
• Assists in coordinating the department time and attendance process, ensuring compete and accurate reports each pay week. Communicates with accounting as needed to verify or correct reports. Utilizes the call schedule to ensure accurate capture of provider payroll hours. Provides timely communication with the Practice Administrator as needed when payroll questions arise.
• Participates in recruiting, interviewing and hiring new support staff. Ensures that all new support staff receive a comprehensive orientation to the department and service, completing an orientation checklist and probationary performance evaluation in a timely manner. Identifies ongoing training needs and follows through with these including documenting training as provided.
• Assists with performing annual performance appraisals of assigned staff by each annual anniversary date. Utilizes approved processes including direct observation to document behaviors and performances, and to identify staff strengths and goals for the next year and needs for improvement. Ensures and documents completion of assigned Healthstream and appropriate competencies. Assists the employees to establish goals related to continuing education and clinical performance, and to establish a plan for improvement as needed. Documents this plan and outcomes and provides all documentation to the Practice Administrator by the anniversary date. Informs the Practice Administrator of all ongoing performance concerns, and provides documentation to support the need for individual staff improvement. Counsels individual staff regarding performance issues and or seeks the participation of the Practice Administrator as needed. Documents such counseling.
• Participates in the department Performance Improvement activities, including development, coordination and monitoring of PDSA projects. Ensures clerical staff education in such processes, as needed, and coordinates their activities as they relate to the PDSA. Monitors new processes to ensure true improvement results and helps train staff in the redesigned processes
• Responds to all customer complaints or concerns promptly, and documents quality assurance and quality improvement processes according to policy. Brings all complaints, compliments and performance issues to the attention of the Practice Administrator in a timely manner. Follows up with customers to ensure superior communication. Communicates with and responds to providers concerns and needs related to patient visits. Reports concerns and communications to Practice Administrator.
• Encourages teamwork, collaboration and problem-solving with all members of support team. Serves as a role model for conflict resolution and process improvement activities.
• Participates in annual Operating and Capital budget processes as assigned or requested by the Practice Administrator. Researches, collates and presents supporting data and information as needed or requested to justify requests for expansion of services or programs. Works collaboratively with the Administrator to monitor services use of operating funds throughout the year to ensure all funds are used appropriately.

Education Required:
Associates degree in Business or a health related field, or like experience.

Education Desired:
Bachelor’s degree in Business Administration with a focus on hospital or health care management.

Experience Required:
3 or more years administrative experience in a healthcare setting, including telephone, reception, registration, scheduling, accounting, medical records and or charge management experience. Microsoft Office and hospital HIS experience.

Experience Desired:
Experience with third party billing and managed care procedures. Experience reviewing and managing medical records. Hospital Information Systems experience in clinical and financial applications.

Skills Required:
Good telephone, computer, administrative, accounting and organizational skills. Ability to work effectively under stress and prioritize in a fast paced environment. Maintain confidentiality of all information. Computer keyboarding, use of HIS and Microsoft Office products.

Skill Desired:
Skill in the use of communication software and telephone systems. Knowledge of overall hospital functions, especially related to medical records, patient accouting, information services and payroll.