Office Manager

About the role

We are seeking a Medical Office Manager to support our Garland clinic. The ideal candidate will have 4+ years of experience as a Medical Office Manager, preferably in primary care settings. A bachelor's degree in Healthcare Administration, Business, or a relevant field is preferred. Bilingual in English/Spanish is required for this clinic location.

Responsibilities

• Oversee, lead, and manage clinical personnel within assigned medical center(s).
• Provide ongoing training to team members to ensure the highest quality of care is provided to patients, with a high focus on providing the best patient experience.
• Participate in the process of recruiting, interviewing, selecting, evaluating, coaching, and training new team members.
• Complete employee performance evaluations and meet with team members regularly to discuss performance and career path opportunities.
• Hold the team accountable for falling short on performance expectations or failing to follow company policies and procedures. Actions include verbal and written communications for improvement.
• Oversee and maintain employee timecards, PTO requests, expense reports, etc.
• Assist patients with their concerns and report any unresolved concerns to Management.
• Help identify issues with organizational structure and processes and contribute to overall improvements across all centers.
• Manage Provider scheduling and cancellations, ensuring optimal services are rendered to all patients.
• Coordinate activities such as patient recruitment events, holiday events, and other miscellaneous activities.
• Supervise the patient registration process for accuracy including verification of insurance, waivers, assigned providers, etc.
• Supervise onboarding of new patients, including initial outreach, new patient forms, the orientation of the healthcare facility, requests for medical records, and patient feedback.
• Manage patient flow along with the back-office staff.
• Ensure compliance with all licensing including local, State, and Federal regulatory agencies related to clinical services.
• Oversee morning clinical huddles and daily communications regarding patient care.
• Complete daily, weekly, and monthly reports on clinic key performance indicators (KPIs).
• Conduct daily inspections of the facility and medication.
• Serve as the main point of contact for Patient Drivers, ensuring they receive appointment information in a timely manner.
• Ensure that phones are answered in a professional and timely manner.
• Review patient experience surveys and develop corrective action plans as needed.
• Pull daily task reports (e.g., labs, referrals, documents, refill requests, telephonic encounters, answering service notifications, etc.) and follow up with team members on any open or unresolved tasks.
• Maintain a clean, organized, and safe environment. Report accidents, injuries, and illnesses within 24 hours of occurrence.
• Lead by example and champion the company's vision, mission, and values.

Qualifications

• 4+ years experience as a Medical Office Manager (Primary Care is highly preferred)
• BS degree in Healthcare Administration, Business or relevant field is preferred
• Back Office and Front Office experience is required
• Medical Assistant/Phlebotomist experience is required
• Bilingual in English/Spanish is required for this clinic location
• Experience in eClinicalWorks (eCW) is highly preferred
• Proficient in using Electronic Medical Records (EMR)
• Proficient in Microsoft Office 365 (Outlook, PowerPoint, Excel, Word)
• Knowledge of medical issues and terminology
• Excellent verbal and written communication
• Good judgment, analytical, and problem-solving skills
• Able to work independently and successfully manage clinic personnel
• Understanding of and adherence to the expectations under CMS Fraud/Waste Abuse, OSHA, and HIPAA
• Must be able to accommodate a flexible schedule, with the ability to work weekends when necessary for clinic events or other business needs
• Able to learn new procedures and adapt quickly to change
• Able to establish working relationships, resolve interpersonal conflicts, apply basic staff etiquette in dealing with others
• Excellent organizational and time-management skills
• Promote innovation, motivate others, and be a team player
• Follow through with commitments
• Able to multi-task and perform well in stressful situations while in a fast-paced environment