Summary:

　　Reporting to the Manager, the Supervisor is responsible for overseeing the administrative staff in a single or multi-practice scope. The Supervisor has a broad understanding of all administrative tasks, protocols, and procedures within a practice and supports the day-to-day needs of the staff, including critical thinking, decision making, the delegation of duties, managing work schedules, and dealing with operational issues as needed. In addition, it manages resources to optimize productivity and provide the highest customer service to patients, providers, and staff.

　　Working in partnership with the Manager and clinical leadership, the Supervisor is expected to collaborate on initiatives within the practice and participate in monitoring productivity while bringing ideas to the table to maximize patient quality scores, employee engagement, and revenue.

　　Develops efficient office systems and processes.

　　Assists with developing, maintaining, and implementing management information systems within the practice.

　　Trains staff and serves as "superuser" for appointment scheduling, facility billing, insurance verification software, and the call center application of the electronic health record. Participates in intra- and inter-departmental committees.

　　Job Responsibilities:

　　1) Relationships and Collaboration: Treats all patients, vendors, and staff in a welcoming and professional manner. Has an appreciation of and respect for diversity when interacting with patients, employees, peers, and staff from other areas of the organization. Collaborates and engages with peers through the service line and BH. Partners with the Manager, Medical Director, and other leadership on initiatives. Understands resources and contacts available for different situations and reaches out when necessary. Provides and accepts both positive and constructive feedback to build relationships and professional development. Works effectively in a variety of conditions and circumstances. Can effectively and appropriately advocate for staff when necessary Participates and contributes in departmental committees and meetings, including Redesign, PI, Operations, and staff meetings. Attends and participates in other ambulatory committees and organizational initiatives.

　　2) Employee Engagement: Coordinates with the Manager and clinical leadership on Supervises Practice staff.

　　Completes and delivers annual performance evaluations. Develops effective work schedules and monitors job assignments.

　　Intercept/resolve employee issues and refer questionable cases to the Manager for guidance. Utilizes staff meetings for changes in processes/procedures/policies to keep employees informed.

　　3) Hiring and Onboarding: In conjunction with the Manager, has an active role in hiring employees by working with Talent Acquisition Partners by interviewing and providing feedback for candidates and may provide salary recommendations. Knows about posting positions in response to staffing needs and partners with the Manager when necessary. Responsible for ensuring new administrative employees are onboarded and oriented in practice appropriately by introducing them to the team, establishing clear expectations, and ensuring there is knowledge of all policies and procedures where applicable. We will also educate all staff as non-clinical process changes occur within the practice, ensuring that all staff is aware and competent with these changes to ensure a smooth workflow.

　　4) Medical Records:

　　Oversees departmental medical records functions, including retrieval. Ensures that all non-electronic medical information is scanned into the EMR following organizational policy. Handles all requests for medical information and ensures (Health Information Management) HIM policy is followed. Responds to and coordinates HEDIS audit requests.

　　5) Revenue:

　　Supervises charge entry/billing functions within the practice and co-pay collection and insurance verification process to ensure that they are done accurately and timely. This includes updating staff on all insurance coverage changes and managing patient billing issues as they arise.

　　Recommends changes in processes and works with staff to reduce errors and improve results. In addition, works with the Manager by utilizing report data to maximize revenue, and identify improvements, and additional revenue management strategies.

　　6) Superuser:

　　Able to provide training to staff on systems and processes. Develops staff competency in using office equipment, knowledge of departmental policies and procedures, and various software utilized within the practice.

　　Maximizes efficiencies and ensures efficient operation of office systems and workload. Able to optimize their skillset to jump in and help in systems and functions when short-staffed to ensure proper coverage.

　　7) Human Resource Management: Demonstrates professionalism by appropriate appearance, time management, attitude, and behavior within the practice setting. Understands the organization's policies and consistently administers when needed to ensure accountability through proper documentation. Documents conversations/communications and keeps accurate records of findings regarding workplace issues. In partnership with the Manager, should address workplace conflict by providing solutions and recommendations. Also, partners with the Manager and HR Business Partner when needed on complex or unusual issues by compiling information and guidance to address.

　　8) Monitors supply budget, recognizes & explains variances. When variances are negative, it presents options for resolving and managing to budget. Works with manager on developing practice budget. May provide preliminary budget data or reasons for increases in the funding.

　　9) Performance Management: Ensures productivity and monitors performance. Promotes staff development and evaluates performance annually for direct reports. Provides input regarding progressive corrective action processes, performance improvement plans, and in general, equal accountability for staff to create a fair work and equitable work environment.

　　10) Customer Focus: Ensures the highest level of customer focus in all patient/staff/department encounters under their areas of responsibility. Responds to complaints and resolve issues and requests from other departments.

　　11) Time Keeping: Kronos time recorder for all staff and Providers.

　　Works with local leadership to review and monitor vacation requests and coordinate vacation coverage as needed. Develops work schedules for administrative staff, ensuring appropriate staffing levels to meet practice needs. Approves time off requests promptly and performs electronic timekeeping functions for direct reports.

　　12) Provider Schedules: Responsible for Provider Schedule management, including maintenance of template and master schedules to ensure limited appointment bumping and evaluating schedules' effectiveness. Recommends changes to scheduling to improve practice effectiveness.

　　Communicate with Contact Center partners regarding practice call triage issues/departmental procedural changes.

　　Required Experience

　　Two years of supervisory experience

　　Preferred Experience

　　Three years of healthcare practice experience

　　Skills/Competencies

　　Knowledge of a variety of office procedures/equipment; good judgment, excellent communication/interpersonal, and negotiation skills. Models BH Organization Service Standards.

　　We will accept transferable experience in lieu of education.

　　You Belong At Baystate

　　At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

　　DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

　　Education:

　　Associate of Arts (Required), Bachelor of Science

　　Certifications:

　　Equal Employment Opportunity Employer

　　Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

　　Ab out Baystate Health

　　Baystate Health (BH) is one of New England’s leading and largest integrated health care organizations, serving a population of nearly one million people throughout western New England. With roots dating back to the founding of Springfield City Hospital in 1873, Baystate Health has been providing high-quality and compassionate health care in western Massachusetts for more than 145 years. With more than 12,000 employees, a medical staff of nearly 3,100 physicians, and a net patient service revenue of more than $1.4 billion, the ever-growing health system includes five Massachusetts hospitals and the Baystate Mary Lane Outpatient Center in Ware:

　　Baystate Medical Center in Springfield

　　Baystate Children’s Hospital (located at Baystate Medical Center)

　　Baystate Franklin Medical Center in Greenfield

　　Baystate Wing Hospital in Palmer

　　Baystate Noble Hospital in Westfield