Supervisor, Ambulatory Practice, Multispecialty, Full-Time, Days

Job Description

Join University of Chicago Medicine, as an Ambulatory Practice Supervisor in our Multispecialty Clinic at our Cottage Grove location.

 

 

The Ambulatory Practice Supervisor is primarily responsible for managing the day-to- day front –end operations of an ambulatory practice. Working under the direction of the Practice Administrator, the Ambulatory Practice Supervisor is responsible for implementing and maintaining UCMC and BSD policies and procedures related to front-end practice operations, including Ideal Patient Experience service standards and staffing models. The Ambulatory Practice Supervisor is responsible for supervising the front-end staff in the Practice and for performing any of the related roles as staffing contingencies require. The Supervisor oversees the reception, checkout and clerical functions, handles scheduling issues as needed, addresses patient concerns, and participates in gathering information on customers’ perceptions and preferences.

 

 

Essential Job Functions:

• Closely supervise the daily activities of the front-end staff and ensure that staffing is appropriate to support the patient flow and customer services needs of the Practice.
• Support the Medical Director, Ambulatory Practice regarding clinical care initiatives and processes, including those related to quality and safety, compliance and risk issues, and the proper utilization and maintenance of all medical equipment and instruments, pharmaceuticals and medical supplies. 
• Identify opportunities for alternative staffing, sharing resources, right-sizing and staffing to demand.
• Ensure that the staff indicates the time of checkout in the computer system.
• Manage the reception process to ensure that staff are efficient and effective and incorporating all applicable service standards. Monitor patient wait times and patient flow.
• Manage the checkout process to ensure that staff are efficient and effective and incorporating all applicable service standards. Ensure that staff is routinely collecting co-payments if applicable or making plans to resolve outstanding balances, scheduling follow-up appointments, and providing other assistance as needed. 
• Ensure that the Ambulatory Practice Receptionist notes the patient arrival and time in the computer system, distributes the necessary paperwork and informs the patient about the approximate wait time. 
• Ensure that staff follow “point of service” collection policies and procedures and understand all aspects of billing compliance.
• Work closely with the Ambulatory Patient Access Services Department and Manager, Specialty Scheduling Pods to coordinate timely appointment access and messaging. Identify access concerns and work closely with the Practice Administrator and Ambulatory Medical Director to resolve.
• Maintain a thorough understanding of the requirements and responsibilities of all front-end positions including the Ambulatory Practice Clerk, Ambulatory Practice Receptionist, Patient Access Coordinator, Ambulatory Patient Service Representative and any other position for which supervision is provided. 
• With the Practice Administrator, manage the Human Resources activities related to the front-end staff, including those related to recruiting, hiring, orienting, training, disciplining, terminating, performance evaluation, goal-setting, employee relations and staff payroll. Comply with all UCMC and BSD policies and procedures.
• With the Practice Administrator, serve as a contact and representative of the Practice for all customer service issues, including but not limited to those related to scheduling, medical records, insurance coverage, referrals and patient complaints. Resolve such issues promptly and effectively. 

 

Required Qualifications:

• Bachelor’s degree or equivalent relevant experience
• Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers
• Ability to use appropriate judgment, independent thinking and creativity when resolving customer issues
• Ability to balance multiple priorities
• Excellent verbal and written communication skills
• Ability to use personal computers and select software application

 

Preferred Qualifications: 

• Epic experience 
• Previous experience in a customer service role, supervisory role, and healthcare setting

 

Position Details: 

• Job Type/FTE: Full Time (1.0 FTE)
• Shift: Days - 8:15am-5:00pm, Monday-Friday
• Work Location: Onsite 
• Unit/Department: