The Villages Health



|JOB TYPE: |Clerical Supervisor |

|HOME COMPANY: |The Villages Health System, LLC |

|HOME BUSINESS UNIT: |The Villages Health                                          |

|REPORTS TO: |Care Center Manager |

|FLSA STATUS: |Exempt |

|PRE-REQUISITE: |none |

|UPDATED/REVIEWED: |12/31/2017 |

|FILE CODE: | |

|SCOPE OF RESPONSIBILITIES |  |

An exempt, management position, responsible for general office management responsibilities, such as: planning, organizing and supervising of clerical support operations to support high quality, efficient and patient-centered services.

|ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. While this is intended to be an accurate reflection of the current job, management reserves the |  |

|right to revise the job or to require that other or different functions be performed when circumstances change or exigencies require (this includes but is | |

|not limited to emergencies, changes in personnel, workload, rush jobs, or technological developments). | |

1. Plans, organizes, analyzes and is accountable for clerical support operations by reviewing procedures, practices and work methods to increase effectiveness and efficiency of operations.

2. Establish and implement goals and objectives within all clerical functions that contribute to the capture, management and collection of patient service revenue and the delivery of patient centered care.

a. Oversees collection of data such as patient surveys vs. number of patients seen, cash collections, claims submission stats.

b. Monitors and reports clerical dashboards, such as call volumes, % of collections, patient surveys, 3rd next available appointments, etc.

c. Collaborates with billing specialist and coder to help identify and resolve issues related to billing and coding.

3. On-site areas of concentration include the roles and processes within, but are not limited to:

a. Telephone Operators (including Clinical Telephone Assistant)

b. Appointment Scheduling

c. Pre-Visit Planning

d. Arrival/Check-In & Check-Out

e. Medical Records

f. Referrals

g. Faxes

4. First point of contact for technology concerns, as well as communication and implementation of processes for: WebX set-up, phone, fax line, computer/internet issues, etc.

5. Works collaboratively with the Central Call Center to coordinate enrollment of new patients.

6. Develops and fosters a clear and concise communication plan to ensure timely and effective flow of information.

7. Provide an avenue for tracking and providing a prompt resolution of concerns or complaints, include simple billing questions/concerns.

8. Works closely with the Care Center Manager, Clinical Supervisor, and Medical Director.

9. Monitors provider schedules, patient appointments and patient flow.

10. Performs employee coaching as needed, completes annual performance evaluations for all clerical staff.

11. Assists in hiring, on-boarding, and training of all clerical staff.

12. Completes payroll for all clerical staff.

13. Oversees daily deposits.

14. Oversees inventory and ordering of office supplies.

15. Use Lean process improvement ideals to create an efficient working environment.

16. Analyze systems and procedures, recommending changes that enhance the quality of patient care and increase operational efficiency.

17. Other duties as assigned

a. Ability to reset passwords/troubleshoot basic connectivity issues, or identify a resource for resolution, i.e., submit SpiceWorks ticket.

b. Sets up Webinars (connection) in conference room or Café

c. Attends Mega Huddle at least once a month.

d. Daily mail retrieval and distribution SENTIAL DUTIEES include the following. Other duties may be assigned.

|EDUCATIONAL/EXPERIENCE REQUIREMENTS |  |

• Three to five years of management experience including at least two years in a health care organization.

• Bachelors degree preferred.

|SUPERVISORY RESPONSIBILITIES |  |

• Supervises all clerical staff

COPE OF IBILTIES

|KNOWLEDGE |  |

• Knowledge of organization policies and procedures.

• Knowledge of human resource management techniques.

• Knowledge of office management techniques and practices.

• Knowledge of Microsoft Office applications (Word, Excel)

|SKILLS |  |

• Excellent organizational and time management skills.

• Outstanding verbal and written communication skills.

• Setting, defining, assigning, monitoring, and evaluating outcomes of tasks and goals.

• Skill in problem solving.

• Skill in developing and implementing recruitment materials.

• Skills in analytical thinking and strategic planning.

Abilities:

• Ability to clearly communicate and apply policies and principles to solve everyday problems and deal with a variety of situations.

• Ability to plan, exercise initiative, problem solve, make decisions.

• Ability to read, interpret, and apply clinic policies and procedures.

• Ability to identify problems and recommend solutions.

• Ability to establish priorities and coordinate work activities.

• Ability to project positive and professional image.

• Ability to coordinate and prioritize multiple tasks, projects, and schedules.

• Ability to establish and develop effective working relationships.

• Ability to communicate effectively with all levels of employees; facilitate group processes and change.

• Ability to develop/make effective presentations and serve as a trainer when qualified.

•

|PHYSICAL DEMANDS |  |

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand for extensive periods of time. The employee is occasionally required to stand; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

|WORK ENVIRONMENT |  |

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; and risk of electrical shock. The noise level in the work environment is usually moderate unless working with a number of printers which can become quite noisy. Occasional stress due to multi-tasking and level of responsibility.

|ACCESS TO PROTECTED HEALTH INFORMATION (PHI) |  |

WORK ENVIRONMENT

This position requires FULL access to Protected Health Information (PHI), and will adhere to HIPAA regulations regarding PHI.

Employee and supervisor have reviewed the above job description and determined that it accurately reflects the position. Employee acknowledges and agrees that he/she is qualified to perform the essential functions of the position [with] or [without] accommodation.

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Employee Name

___________________________ _____________________

Employee Signature Date

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