Administrative Supervisor

Baystate Health, Western Massachusetts’s premier healthcare provider, and home to Baystate Medical Practices, the largest multispecialty group in the region, is looking for a Administrative Supervisor to join our team in Springfield! This position the Family Advocacy Center, Child Outpatient, MCPAP and Early Childhood Behavioral Health.

SCHEDULE:

·       Full time, M-F between the hours of 8am-5pm

LOCATION:

·       300 Carew Street Springfield, MA

RESPONSIBILITIES:

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.

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 identi