Job Summary
Plans, manages and coordinates all patient care activities for medical office location. Implements and maintains organizational policies and procedures pertaining to personnel, federal and state regulations, daily operations, and support of medical care.
Minimum Qualifications
Education/Training
High School Diploma or GED. Bachelors’ degree in Health Care Administration or related field preferred. Courses in medical terminology preferred.
Experience
3 years of healthcare/medical office experience and 2 years general management experience; preferably in an ambulatory care setting.
License/Certification/Registration
No special certification, registration or license required.
Knowledge, Skills & Abilities
Excellent organizational and management skills. Excellent customer service, and verbal and written communication skills. Demonstrated ability to set and manage multiple priorities. Demonstrated leadership skills. Knowledge of practice management systems preferred. Ability to comprehend data for use in making daily operational decisions. Proficiency with office equipment, Microsoft Office, and medical office software.
Primary Duties and Responsibilities
Provides oversight and management for the daily operations of the medical office and ensures patient access to care. Responsible for creating and maintaining a professional environment in the medical office. Adjusts operations as needed to maintain peak performance. Establish and maintains appropriate levels of equipment, office and medical supplies to support the medical practice.
Responsible for maintaining positive, productive, and professional relationships within the practice, as well as between the providers and the health care system. Prepares the medical office for the addition and departure of providers; ensures smooth operational transitions. Assists with growth and development of the practice and MMG by marketing to the public and other providers. Coordinates and leads meetings with the providers and staff on a regular basis to keep team informed of MHS and MMG goals, practice goals and policy changes.
Coordinates the schedule for new providers and modifies existing provider schedules as appropriate. Monitors provider scheduling practices and staffing levels to ensure patient needs and financial goals are met. Monitors provider schedules on a daily basis to maximize appointment availability and ensure same-day access is available.
Ensures patient satisfaction with the medical group’s performance on all levels. Responds timely to patient concerns and requests for information. Engages in service recovery activities as appropriate. Routinely reviews CGCAHPS data and develops action plans to address areas for improvement.
Responsible for compliance with all applicable environmental and regulatory policies and procedures for medical office operations, including quality and safety related tasks. Fosters and enforces MedStar Code of Conduct andensures internal policies and procedures are followed; implements policies and procedures changes accordingly. Supports and partners with Office of Corporate Business Integrity to educate and inform associates and providers of compliance standards and ensures all associates complete annual training. Appropriately notifies Compliance and/or Legal on issues regarding compliance, privacy, risk management and/or legal issues. Assists as needed with Integrity Hotline investigations and resolutions as well as compliance, legal, and safety event investigations. Expected to develop a general understanding of Emergency Preparedness policies and emergency operations procedures.
Responsible for office financial performance, including revenue cycle activities. Partners with Director of Operations, Physician Leadership and Finance to prepare annual budget; ensures practice is meeting monthly budget targets and works with Facility Medical Director and Director of Operations to course correct as necessary. Prepares and monitors monthly statistical reporting of key operations and financial factors for the medical office. Responsible for the financial performance of the medical office in the following key areas: Cash collection, timely charge capture, data entry, coding/documentation, bank deposits, and daily, weekly, and monthly reporting. Coordinates accounts payable activities according to organizational procedures.
Responsible for Personnel Management. Supervises all non-provider staff within the office. Ensures staff is properly trained and in collaboration with the provider(s), identifies the need for additional skills training for all associates. Additionally, ensures all medical office staff is trained in emergency procedures. Adheres to the MedStar performance management cycle to evaluate and actively manage associate performance. Actively encourages associate growth and development.
Maintains and coordinates all staff schedules to accommodate patient flow. Responsible for providing backup to key positions during peak times and staff absences. Based on skills, this may include direct patient care services. Performs weekly payroll activities for assigned staff. Actively engages in recruiting, hiring, orienting, promoting, reviewing and terminating staff according to organizational policies. Maintains up-to-date staff files of required certifications and licenses. Fosters staff engagement and productivity. Develops, executes and monitors Action Plans related to Associate Engagement Surveys.
Performs other duties as assigned. About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.