OPERATIONS COORDINATOR

This position is responsible for the administrative management work in a practice of multi-disciplinary health services in an ambulatory setting. This individual will be responsible for the coordination of the operational activities to ensure that effective services occur in the clinics and are provided to the community. Performs practice operations and support functions; including patient registration, scheduling, cash collections, medical record management, and charge reconciliation. Communicates with physicians, patients, and administration on front end operation and other clinic issues.

General Responsibilities

• Implements and monitors administrative and operational policies and procedures while directing clinic operations as approved.
• Provides general secretarial and clerical duties and acts as a receptionist for the clinic.
• Ensures patient flow between the waiting room and exam rooms to ensure patients are seen as quickly and efficiently as possible.
• Answers phones in a timely and courteous manner.
• Interacts with members of the professional staff and ancillary personnel while acting as a liaison between physicians, nurses, and patients.
• Interacts with the patient and patient family members in a professional manner when working through and solving patient issues professionally and in a timely manner.
• Performs point of service activities such as visit preparation, co-pay collection, patient tracking, and record tracking.
• Responsible for ensuring the ordering of all medical supplies, equipment, forms, and medications. Works closely with the Clinical Manager to ensure the clinic(s) are sufficiently supplied.
• Works to implement goals and objectives to ensure high-quality, cost-effective operations. Implements policies, procedures, and systems to achieve stated goals and to ensure compliance with JCAHO operational standards and other regulatory/third-party mandates.
• Understands and supports the needs of individuals in other departments, works as a team to achieve mutual goals.
• Intervenes to correct problems (patient and system) as they occur.
• Verifies and updates patient demographics, guarantor information, ensuring clean claims processing, verifies insurance benefits/ eligibility per policy, and processes sliding fee applications as required.
• Ensures payments received are posted daily and are balanced batched correctly.
• Maintains and monitors the flow of front registration procedures and patients waiting in the lobby to ensure timely patient processing.
• Performs scheduling for the arrival and departure of all patients.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee frequently is required to stand, walk, sit; use hands to handle or feel; reach with hands and arms; and stoop, kneel, or crouch.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision requirements include the ability to see at close range.
• At times, may require more than 40 hours per week to perform the essential duties of the position.
• Fine hand manipulation (keyboarding).
• Travel between sites using your own vehicle to attend meetings.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Internal office space located in the clinic environment.
• May be exposed to communicable diseases.
• The noise level in the work environment is usually moderate.

Education and/or Experience

• Associates degree required with a focus in health care, business, or related discipline. Bachelor’s degree preferred.
• Minimum five (5) years of progressively responsible administrative experience in health care or human service-related organizations.
• Thorough knowledge of the theory and practice of operations and management, preferably in health care and/or not-for-profit environment.

OR

• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job as listed above.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to maintain confidentiality in all matters.
• Ability to demonstrate positive customer service skills.
• Ability to exercise good judgment in assessing situations and make decisions.
• Capability to interface and maintain effective relationships with all programs, agencies, and intra-agency personnel.
• Ability to communicate effectively verbally and in writing.
• Flexible, with the ability to work independently and with minimal guidance.
• Excellent interpersonal and customer service skills, to effectively and tactfully deal with a diverse group of patients, staff, customers, and community groups.
• Demonstrate an ability to resolve interpersonal and professional conflicts appropriately.
• Ability to formulate decisions and make judgments that are demanding and interpretive.
• General computer proficiency.
• Ability to communicate effectively with diverse populations.