Assistant Practice Administrator

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

GENERAL PRACTICE PHILOSOPHY:
The Advanced Primary Care model (“APC”) is emerging as a leading model for efficient management and delivery of quality care. An APC practice links multiple points of health delivery by utilizing a team approach with the patient at the center. The care model emphasizes prevention, health information technology, care coordination and shared decision making among patients and their care providers. The model emphasizes primary care interventions such as coaching chronically ill patients on effective self-care, working with patients to develop an individual care plan, coordinating with a patient’s other doctors and specialists, using technology to track and coordinate patient care, managing hospital transitions and utilizing resources outside the physician office to help patients navigate the health care system and stay healthy.
All members of the APC practice (clinical and support team members) serve integral roles in promoting optimal patient care and are considered valued members of the care team. The success of the model hinges on the attitude and commitment of its team and the belief that all staff members perform a role that is critical and necessary in providing the best patient care experience.

OVERALL RESPONSIBILITY OF ASSISTANT PRACTICE ADMINISTRATOR:
The Assistant Practice Administrator is responsible for ensuring optimization of the patient visit by assisting the Practice Administrator in performing the functions required to facilitate efficient daily operations of the Practice. The Assistant Practice Administrator works closely with care team members and is responsible for coordinating functions related to: a) patient registration, triaging and billing; b) employee satisfaction and cross-training; c) daily operations; d) expense management and e) customer service.

The Assistant Practice Administrator should continually assess the current and future needs of staff, patients and practitioners and assist care team members in ensuring needs are addressed. Further, the Assistant Practice Administrator should exemplify the values of WPA and maintain a positive attitude that fosters the collegiality and high performance standards desired at the practice and promotes the team approach to providing top quality patient care.

PRINCIPLE FUNCTIONS:
Daily Operations
· In collaboration with the Practice Administrator assesses and addresses day-to-day operations of the practice to ensure optimum efficiency and smoothness.
· Ensures effective operations of the front desk so activities remain focused on providing optimal customer service and supporting the team concept of care delivery.
· Provides backup support to administrative practice staff, and trains staff with regards to, but not limited to: a) telephone protocols; b) scheduling patient appointments and collecting pre-registration information at the time of scheduling; b) patient registration process; c) verifying health insurance coverage and demographic information.
· Oversees phones (on/off service), retrieving messages from answering service and conveying the information in a timely manner to the patient care team to facilitate the triaging of information in a manner that mitigates delays in providing optimal patient care.
· Handles inquires and issues in a courteous and professional manner. Utilizes advanced customer service tools when dealing with difficult patients/family members or situations to diffuse situations that were raised to the Assistant Practice Administrator’s attention.
· Supports, assists, and backs up care team members with administrative responsibilities as needed to optimize patient and quality care experience.
· Complies with Winchester Hospital and WPA policies and procedures including the Code of Business Conduct.
· Backs up and assists the Practice Administrator in verifying and approving payroll, ensuring accurate time records and payments.
Hiring, Training and Oversight/Staffing
· Interviews, hires, orients, trains, evaluates, and recognizes and rewards new and existing administrative staff. Disciplines administrative staff as necessary. Assists the Practice Administrator by providing feedback and input concerning the hiring and performance of non-administrative team members. The Assistant Practice Administrator shall also provide guidance to the care team with regards to problem solving and performance improvement endeavors.
Communications
· Assists Practice Administrator in conducting regular staff meetings to promote communication and facilitate problem solving and planning.
· Attends required meetings and contributes to committees as a leader of the care team.
Quality and Patient Satisfaction
· Strives to achieve high levels of patient satisfaction and assis