Ambulatory Office Supervisor of BMC and JMC General Surgery Clinic

About the role

The role provides administrative and operational support of designated ambulatory clinic(s).

Responsibilities

• Provide daily supervision of the medical office staff.
• Primary contact for VP, Director, or Administrator.
• Address or escalate patient concerns and praise to include but not limited to: Billing and insurance inquiries. Patient experience within the designated practice.
• Schedule front and back-office staff to meet the needs of the practice in a fiscally responsible manner within budgetary parameters.
• Handles all staff call-ins and ensures adequate clinic coverage.
• Maintain employee timekeeping per budget via KRONOS.
• Identify and provide development to office staff.
• Responsible for monitoring, ordering and maintaining appropriate supply levels.
• Maintain equipment and oversee building maintenance and repairs.
• Works with the Quality & Safety Manager to incorporate highest quality measures and participate in PSN (patient safety net) to provide protocols for the safety of our providers, staff, and patients.
• In addition, will be a proponent of patient satisfaction and modeling customer service to staff and providers.
• Lead RCA (Root Cause Analysis) and PI (Performance Improvement) projects.
• Participate in department meetings.
• Responsible for staff selection.
• Actively participate in the corrective action process for assigned direct reports.
• Provide regular and ongoing feedback to staff to include but not limited to informal feedback, formal coaching sessions, and annual performance appraisals.
• Serve as an EPIC super-user for ambulatory, cadence, prelude, etc.
• Collaborate with Quality, EPIC Trainers and Leadership to develop and implement protocols and SOPs.
• Promote a positive team-oriented culture in line with the mission, vision and values of WVU Medicine.
• Ensure staff delivers industry leading patient care and experience.
• Communicate verbally and in writing with patients, families and visitors in a general and professional manor.

Qualifications

• MINIMUM QUALIFICATIONS: High School Diploma or GED. Three (3) years of medical Office experience. Three (3) years of customer service experience.
• PREFERRED QUALIFICATIONS: Associates degree. Medical Assistant Certification. One (1) year of Supervisory experience.

Skills and Abilities

• Ability to prioritize competing demands.
• Ability to resolve conflicts.
• Ability to operate and learn computer software programs.
• Customer service skills.
• Ability to learn and interpret medical terminology.
• Organization skills.
• Ability to manage workflow for self and direct reports.