November 6, 2024

Orthopedic One

Gahanna

FULL TIME

Supervisor, Patient Services

POSITION SUMMARY
- The primary responsibility of this position is to create consistency in patient flow, check in and registration processes, oversee front desk and registration staff and activities consistent with company policies while increasing patient and physician satisfaction, and compliance with revenue cycle and patient financial policies and procedures.
RESPONSIBILITIES AND ACCOUNTABILITIES
- Department:
  - Oversight of patient waiting area, including opening and closing at beginning and end of day.
  - Respond appropriately to escalated or complaining patients by diffusing the situation and resolving the conflict in the front desk, waiting and registration areas
  - Identify, maintain, and resolve patient flow issues with staff for clinic efficiency and cash collections.
  - Work with other employees and departments to facilitate the handling of vendors and care of patients.
  - Assist in the compliance of policies as it relates to the revenue cycle, to include but not limited to self-pay collections, insurance verification, charge entry and cash posting.
  - Ensure all insurance requirements are met prior to patients' arrival and inform patients of their financial liability prior to services. When necessary make payment arrangement with patients prior to checking out.
  - Maintain, review and check insurance eligibility for the patients scheduled, assist in obtaining referrals is needed.
  - Calculate and collect cash payments that follow the guidelines of the policy for all patients, reconcile daily cash out report to daily deposit
  - Resolve insurance COB issues and answer patient account questions
  - Explain and screen financial assistance policy and procedures, and resolve problems.
  - Set up payment plans and have signed agreements filed in chart.
  - Perform those duties necessary to ensure all accounts are processed accurately and efficiently.
  - Other duties as assigned by manager.
- Staff Selection and Performance Management:
  - Works with HR to interview and select staff and timely completion of related documentation
  - With HR Support, ensures performance appraisals define and measure a high level of work performance
  - Completes introductory and annual performance appraisals based on observed behaviors and work outcomes supported by appropriate documentation
  - Works to understand how staff are motivated and balance the needs of the organization and the individual. Sets expectations and rewards staff or achieving desired performance
  - Initiates coaching, disciplinary action, and performance improvement planning to address violations of policy and/or poor performance
  - Facilitates conflict resolution with staff with support as required based on circumstances
- Orient and Train Staff:
  - Orients new staff, ensuring they know the purpose of the organization, their department and position
  - Ensures that employees have resources, tools, feedback, assistance and training needed to achieve desired performance including productivity and qualitative expectations.
  - Provides effective and timely on the job training such that performance objectives are clear, staff members have knowledge and skills necessary to perform effectively
  - Builds learning into work performed such that staff gains increasing understanding of how and why work is performed
  - Instruction and information provided to staff results in complete understanding
  - Educates staff on all applicable new or established policies, procedures, and expectations.
- Leadership:
  - Supports the mission, vision, values and code of conduct, goals and objectives of Orthopedic One, in customer care, community interactions, and management responsibilities.
  - Proactively reviews metrics important to the department workflow including work volume, customer satisfaction measures, etc. and makes recommendations to modify schedules, staff hours/staffing levels, and workflows to maintain productivity, quality and accuracy. Communicates metrics with staff timely and in mediums that maximize understanding.
  - Decisions, including those pertaining to staff, reflect complete and accurate analysis of relevant issues (past practices, work history, individual and group performance, department and company needs, consistency, fairness, regulatory or legal concerns, etc.)
  - Adheres to and administers company policies and procedures consistently and fairly in all matters (Employee Handbook, P&P, Risk, etc.)
  - Manages time and attendance to ensure employees are paid accurately and consistently based on company practices and policies.
  - Maintains department schedule/calendar and provides timely response to PTO requests
  - Submits reports/documents to appropriate parties in a complete, accurate and timely fashion (Personnel Action Notice, expense reports, etc.)
  - Promotes and supports an environment in which staff members engage in appropriate professional development, continuing education, and lifelong learning opportunities.
- Professional Development:
  - Prepares appropriately to attend and participate in company meetings or projects as assigned
  - Facilitates special projects or assignments at the request of management
  - Attends to own professional development responsibilities and encourages/plans for staff to do the same
TEAMWORK
- Teamwork:
  - Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision.
  - Works cooperatively and refrains from participating in negative conversations.
  - Shares knowledge and insights with co-workers in a constructive manner.
  - Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers.
  - Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.
QUALIFICATIONS
- Education, Experience, Certification and Licensure Requirements:
  - High school diploma or equivalent required, and some post-secondary education preferred. Additional training or working knowledge of related business. Excellent oral and written communication skills. Three to five years’ experience working in a physician’s office or billing and collections or an equivalent combination of relevant education and/or experience.