Office Coordinator - Urgent Care

Essential Job Functions

• Ensures patients receive friendly, efficient service
• Supervises the medical reception staff
• Planner and implements operational processes of the front desk department
• Works with other managers in the office to achieve operational goals
• Manages more complex patient reception/medical records problems or insurance issues
• Supervises day-to-day operations of assigned areas
• Maintains and updates regular schedules and PTO for assigned staff
• Communicates thoroughly and promptly with office leadership, providers, triage and staff regarding all issues impacting day-to-day operations
• Develops clinical protocols as needed to ensure compliance with federal regulations
• Maintains awareness of provider schedules and facilitates the efficiency of scheduling through training and monitoring of the daily schedules
• Provides feedback to staff when needed
• Supports other offices, attends required meetings and training, and participates in committees as requested
• Assumes additional duties as required

Organizational Expectations

• Creates a positive, professional, service-oriented work environment for staff, patients and family members
• Works effectively as a member of the office management team
• Completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers
• Maintains knowledge of and complies with IHA standards, policies and procedures
• Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems
• Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines
• Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities
• Embraces new ideas and respects cultural differences
• Uses resources efficiently

Essential Qualifications

• Education: High School graduate or equivalent with applicable college coursework or seminars in management and supervision. Prefer Associate’s or Bachelor’s degree in relevant field (Management, Healthcare Administration, etc.)
• Credentials/Licenses: Office Coordinators who are training Medical Assistant staff must be credentialed as a Medical Assistant through one of the following certifying agencies: American Association of Medical Assistants (CMA), American Medical Technologists (RMA), National Center for Competency Testing (NCMA), National Healthcareer Association (CCMA), National Association of Health Professionals (NRCMA), American Medical Certification Association (CMAC)
• Experience: Minimum of 3-5 years’ experience working in a Medical Office, with Reception or Cross-Trained Medical Assisting duties required. Prior supervisory experience strongly preferred

Position Requirements (abilities & Skills)

• Demonstrated ability to work independently and supervise an office staff with the general oversight of the Clinic Manager
• Ability to effectively supervise and manage functional area within the Medical Office (Reception, Medical Records), providing feedback and guidance to staff and support more complex patient reception/medical records problems or insurance issues
• Knowledge of patient care procedures and organizational policies related to position responsibilities
• Proficient/knowledgeable in medical terminology
• Ability to perform mathematical calculations needed during the course of performing basic job duties
• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, EPIC, email, e-learning, intranet, Microsoft Word and Excel, and computer navigation
• Excellent communication skills in both written and verbal forms, including proper phone etiquette
• Ability to speak before groups of people, either in-person or virtually
• Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor
• Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, family members, insurance carriers, vendors, external customers and community groups
• Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations
• Good organizational and time management skills to effectively juggle multiple priorities and time constraints
• Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving staffing and complex patient reception/medical records problems or insurance issues
• Ability to handle patient and organizational information in a confidential manner
• Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office operations
• Ability to travel to other office/practice sites and meeting and training locations
• Successful completion of IHA competency-based program within introductory and training period

Minimum Physical Expectations

• Physical activity that often requires keyboarding, phone work and charting
• Physical activity that often requires extensive time working on a computer
• Physical activity that often requires sitting, walking, standing, bending, stooping, reaching, climbing, kneeling and/or twisting
• Physical activity that sometimes requires lifting, pushing and/or pulling up to 30 lbs

Specific Vision Abilities Required

• Close vision
• Depth perception
• Peripheral vision
• The ability to adjust and focus

Manual Dexterity

• Sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment

Must Hear and Speak Well Enough

• To conduct business over the telephone or face to face for long periods of time in English

Minimum Environmental Expectations

• This job operates in a medical facility and requires regular walking to various locations around the hospital/clinic
• Employees will be working where there is patient care equipment
• Hazardous materials, including bloodborne pathogens and bodily fluids are also present
• Exposure to sharps, x-rays, patients' conditions and some unpleasant sights, smells and contagious diseases is possible
• This position requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities