General Definition and Scope of Job
The Practice Supervisor will direct primary & specialty care group practice administrative functions from check-in to check-out (reception, scheduling, registration, insurance and payment processing to include eligibility and co-payment collection) in one or more delivery site(s). Responsible for customer service; administrative staff orientation, training.

Summary of Responsibilities
The Practice Supervisor plays an integral role in ensuring that in one or more delivery sites non-clinical staff is working and functioning to its highest level.

Core Responsibilities
1. Provide excellent customer service.
2. Manage appointment schedules to ensure timely patient flow.
3. Collect mandatory patient information to ensure accurate demographic entries.
4. Coordinate patient information collection related to Sliding Fee Scale program.
5. Verify current patient insurance eligibility and benefits to ensure accurate and timely remittance.
6. Responsible for collecting copays, the cash envelope, reconciling cash daily and ensuring cash is received by billing office.
7. Supervises all non-clinical administrative personnel and ensures their optimum performance. Develops flexible staffing designs to support the clinical practice including sufficient night and weekend coverage and patients’ linguistic requirements.
8. Responsible for all front and back office administration at site(s)
9. Demonstrates computing proficiency: Athena Health, EHR and EPM portal
10. Ensure accurate and timely information exchange with clinical staff.
11. Encourage patients to register for Patient Portal and assist with the process.
12. Disseminate and collect patient satisfaction survey and/or other data for routine reporting.
13. Maintain patient waiting areas and front-desk areas in a manner that is organized, neat and clean.
14. Maintains signage and clarity of information displayed in reception area. Monitors audio or visual images for appropriate programming and volume levels to ensure a non-intrusive and calming environment.
15. Informs patient of any existing balance noted in their account.
16. Exercises problem-solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate designated personnel as needed.
17. Attends scheduled department staff and clinical meetings.
18. Practices confidentiality and privacy protocols in accordance to Manet policies and HIPAA requirements.
19. Acts as a liaison between the patient and other areas to ensure optimal flow and service delivery.
20. Must possess reliable transportation as travel to, from and between work locations may be required.
21. Performs other duties as may be required. Other responsibilities will vary by practice and may include, but are not limited to: Check out, Schedules necessary follow-up appointments. Provides patient with any relevant educational materials / patient care summary as indicated.
22. Contacts the appropriate departments when repairs or services are needed and follows through on these tasks. Monitors and supports patients and visitors entering and leaving the practice.

Critical Demands of the Job
1. Manage multiple requests and prioritize appropriately.
2. Ability to function in a fast paced setting with a variety of patients and staff.
3. Attention to details and prompt follow up.
4. Includes walking and standing for long periods of time, sitting for short periods of time, hand dexterity, clear hearing and speaking ability. Must be able to lift a maximum of 1/3 of their body weight.
5. Excellent organizational and interpersonal skills.

Minimum Skills, Experience and Educational Requirements
1. Bachelor’s Degree, or minimum 5 – 7 years’ similar experience required, plus a minimum of 1-3 years relevant work experience in medical office administration.
2. Prior outpatient clinic experience preferred.
3. Must have familiarity with health insurances, managed care requirements and state assistance programs.
4. Demonstrated experience in customer service.
5. Communicates courteously, pleasantly and effectively with patients, families, and staff both by telephone in writing and in person. Must possess excellent verbal and written communication and negotiation skills.
6. Demonstrates the ability to teach, take direction, and establish priorities and to establish and maintain productive working relationships with medical staff and allied health professionals; and, e exemplifies initiative and is flexible when faced with competing demands.
7. Must be well organized and possess good time management skills, planning and multi-tasking
8. Bi-lingual/Multi-Lingual a plus. Cantonese, Mandarin, Arabic, Portuguese or Spanish language skills

Required Certifications and Licenses

Working Conditions
1. Works in well-lighted environment with comfortable surroundings.
2. Stressful at times due to competing demands, including attention to multiple patients and staff.

Required Availability
May be required to work a rotating schedule as the department requires. This includes evenings, holidays and weekends.