Senior Office Coordinator

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives beginning with our own. Thats the power of the Cleveland Clinic Health System team, and The Power of Every One. Job Title Senior Office Coordinator Location Vero Beach Facility CC Indian River Department Admin Executive-Indian River Hospital Job Code 000670 Shift Days Schedule 7:30am-5:00pm Job Summary Acts as the "gateway" for patient access directly through the physician's office and handles the daily operations of the practice. Supervises all clerical operations as they relate to the support and maintenance of the physician's practices. Ensures staff performs daily duties including, but not limited to, answering the phone and triaging calls, scheduling appointments / diagnostic testing and/or surgical procedures, obtaining referral / authorizations, maintaining physician(s) calendar, reconciling and batching charge tickets, and handles all issues related to the physician's practice. Job Details

Responsibilities:

• Acts as the "gateway" for patient access directly through the physician's office and handles the daily operations of the practice.
• Supervises assigned clinical support staff with consistent proper human resources management practices, provides an environment which is safe and encourages teamwork in order to promote retention, productivity, and a quality customer-oriented team.
• Participates in the interviewing and hiring process.
• Coordinates and implements the training of new employees and identifies/address areas of concern.
• Ensures they meet all requirements during their 90-day new hire period.
• Ensures continuous training, education, and development of clerical staff.
• Conducts and completes performance evaluations for all staff after 45 and 90 days of employment and annually.
• Maintains accurate employee records, processes / monitors time cards, employee overtime, and employee PTO requests in a timely manner consistent with budgetary guidelines.
• Documents any and all policy violations and follows the procedure for the issuing of a corrective action in a consistent manner.
• Oversees the daily operational workflow, assess workload, evaluates staffing needs, and makes arrangements for coverage.
• Works with the other SOCs to ensure appropriate staffing levels to maintain maximum efficiency.
• Maintains close working relationship with the physicians, Nurse Manager, and Sr Front Desk Coordinator of respective pod to resolve problems and ensure adherence to quality and performance standards.
• Identifies problems, finds resolutions, and notifies Director and/or Administration when necessary, to provide excellent customer service and patient satisfaction.
• Complies with and supports all internal policies, CCF initiatives, and activities to ensure the effective utilization of department resources and the ongoing success of daily operations.
• Meets with assigned staff to deliver information, educate on internal policies and procedures, obtain feedback, and provide open communication within the team.
• Reviews and/or orders necessary office and/or medical supplies while staying within budgetary limits.
• Facilitates the access of patients to CCF through direct patient appointment scheduling or by serving as a liaison between patient, Central Appointments, and/or other medical departments.
• Reviews the Expert Notify list daily and the Open Encounter report weekly to ensure that charge tickets are batched and submitted and that open encounters are worked in a timely manner.
• Monitors departmental phone stats daily ensuring patient phone access directly through the physician's office, meeting target of 90% answer rate.
• Submits weekly phone access statistics for all departments on the Symposium system and participates in biweekly meeting with Administration to review.
• Ensures that staff obtains proper information such as PCP, referring physician, CPT/DX codes prior to entering request into referral module.
• Identifies whether patient needs referral and/or authorization and obtains referral and/or authorization for same day add-on appointment and same day inpatient hospital admissions.
• Assists with calendar, meetings, and travel arrangements as requested and ensures proper forms are completed.
• Ensures all patients are rescheduled relating to physician out days in a timely manner.

Education:

• Demonstrated leadership and personnel management skills and the ability to organize, motivate, and develop clerical staff.
• Excellent customer service, interpersonal, and oral and written communication skills.
• Excellent interpersonal skills to communicate with physicians, residents/fellows, nurses, patients/visitors, and Administration.
• Must have strong organizational skills to coordinate and perform multiple activities.
• Ability to analyze operational aspects of respective departments and provide input.
• Knowledge of medical terminology gained through experience or formal course work.
• Good arithmetic skills (additions, subtraction, multiplication, division, percentage).
• Typing proficiency with the ability to format, spell, punctuate, edit, and proofread typed copy.

Certifications:

• None Required.

Complexity of Work:

• All employees are expected to meet the standards of performance outlined in the Organizational-Wide Competencies listed below as applied to the position:
• Patient's First: Includes attitude, behavior, interpersonal skills, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner.
• Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities including adapting to changes in work environment and accepting supervisory feedback.
• Efficiency and Effectiveness: Includes quantity and quality of desired work, as well as organization skills necessary to perform successfully.
• Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills.
• Supervisory Responsibilities (if applicable): Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.
• Note: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification.
• This description of duties is not intended to be all inclusive nor to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.

Work Experience:

• Minimum two years previous supervisory experience required or BA Degree.
• Minimum of five years medical office and/or medical insurance experience.
• Strong computer skills, working knowledge of (e.g., Microsoft Word, Microsoft Excel, email software).
• Essential Duties: Able to relate to other health care workers and develop productive work relationships with peers and physicians.
• Projects a cooperative, positive helping demeanor and is able to perform well under stressful conditions.
• Is flexible and able to adjust to changes in assignments.
• Able to work under minimal supervision, prioritize workload and meet required deadlines.

Physical Requirements:

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to travel throughout the hospital system
• Ability to communicate and exchange accurate information
• In some locations, ability to move up to 10 pounds

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required for procedures.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

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Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities