Administrative Supervisor – AMG Sykes Center

Major Responsibilities:

• Maintains an effective process for the reception, registration, and check-in of all patients receiving care at the AMG Sykes Center.
  •     Assists Advocate Health Center in the transition from a staff model HMO to a group practice that accepts all payors.
  •     Assists in the development of center specific processes to ensure efficient service and the accurate processing of charges for all financial classifications. Provides training, updates, and shares new information.
  •     Assures that complete patient demographic, billing, and insurance registration is obtained and updated by the staff at each visit and accurately entered into the IDX system, adhering to AHC and center procedures.
  •     Acts as a resource for insurance/eligibility/coverage insures and facilitates their resolution for patients at the center.
  •     Maintains an effective process for the booking of follow up, diagnostic and specialty appointments. Adheres to specific specialty booking procedures and updates staff on any changes in guidelines.
  •     Works with Medical Director and Referral Coordinator in controlling medical costs by assuring service specialists book appointments with contracted providers. Refers any non-preferred provider referrals to the Medical Director for approval and review. Updates staff on preferred provider usage.
• Maintains an effective process for the check-out, charge entry, and cash collection functions for all patients’ visits at the health center.
  •     Runs daily reports to identify and resolve missing charges and/or open batches. Reports unresolved issues to Center Management, CBO, and/or IDX Help Desk.
  •     Closely monitors staff compliance to AHC and center specific financial policies and procedures through reports, audits, and direct observation.
  •     Responsible for the accuracy of end of day processing and cash drawer balancing. Works closely with staff to resolve discrepancies and reports unresolved problems to center management.
  •     Acts as an expert resource for all center functions related to the IDX charge entry and patient accounts.
  •     Responsible for daily cash reconciliation process, the securing of daily collections and the preparation of weekly bank deposits for armored car pick up, and submission of deposit records to CBO.
  •     Works closely with Central Billing Office staff in the resolution of issues related to patient accounts.
• Develops and maintains provider and ancillary schedules that maximize productivity and patient access to care.
  •     Appropriately utilizes appointment types during schedule development to optimize access. Monitors appointment utilization and adjusts appointment mix as needed.
  •     Provides reports to center management on center appointment availability and utilization. Make recommendations for adjustments in provider schedules to improve patient access.
  •     Works with the Center Medical Director and Nursing Supervisor in the approval and processing of MD requests for schedule changes and paid time off.
  •     Collaborates with Member Express to resolve any appointment booking and patient access issues or complaints.
  •     Collaborates with Center Medical Director and the Managed Care Coordinator in the quest to achieve and maintain accurate provider panels. Coordinates panel changes for providers who leave or join the practice.
  •     Monitors the availability of specialty/diagnostic appointments and notifies center management of patient access issues.
  •     Oversees the creation of Master Schedules by the IS Department. Reviews and approves completed schedules.
  •     Creates and maintains provider specific templates per AHC and IDX policies and procedures.
• Responsible for maintaining an effective center telecommunication functions.
  •     Develops, implements, and maintains processes that: 1) provide for the efficient flow of incoming and outgoing calls, ensure phone access for internal and external customers.
  •     Maintains phone statistics that measure productivity and access (not available at all centers). Maintains abandonment rate at 5% or less and an average speed of answer at 15 seconds or less. Monitors staff’s compliance to standards for phone courtesy and phone scripts.
  •     Acts as an expert resource for all telecommunications questions and issues and make recommendations for changes in equipment or processes that will improve functions.
  •     Works with the Telecommunications Department in the maintenance of all equipment. Submits requests for moves, adds, or changes after conferring with Operations Manager.
  •     Oversees the voice mail system. Educates new users and distributes instructional material. Reports issues to Center Management and telecom department.
  •     Works with Member Express to resolve any phone access complaints or center communication issues.
• Supports the Center team in daily operations and the achievement of long term goals.
  •     Continually stresses the importance of exceeding customer expectations and empowers staff to take actions on customer’s behalf. Sees all functions through the eyes of the customer. Make recommendations to improve services within functional areas.
  •     Assists center team in the development of center specific action plan that outlines improvement opportunities and assists center in achieving AHC initiatives and goals.
  •     Fosters good interdepartmental communication and holds regular staff meetings.
  •     Managers the physical environment of the department and identifies and resolves potential safety/OSHA issues throughout the center.
  •     Supports and participates in AHC/Center Marketing activities and community events.
• Maintains an effective process for the creation, filing, storage, maintenance and retrieval of medical records consistent with AHC policies and procedures.
  •     Ensures the availability of the medical records and all medical information for patient visits.
  •     Measures the effectiveness of the medical records process by performing regular audits.
  •     Works with contracted vendor in the copying and storage and medical records.
• Supervises the day to day operations of the Center’s Business Office which includes:
  •     Preparation of disability insurance forms, Worker’s Compensation Information, Handicapped Parking forms, etc.
  •     Daily cash reconciliation, prepare bank deposits, submission of center financial activities to CBO on a weekly basis, etc.
• Supervises the day to day operations of laboratory and/or x-ray department in compliance with AHC and outside regulatory agencies policies and procedures.
  •     Monitors service levels as well as the technical/professional performance of subordinates.
  •     Assures equipment is in good working is in good working order and assures regular maintenance.
  •     Work closely with vendors and acts as a liaison for the practice.

Qualifications:

• Associate's Degree in Business or related field.
• Typically requires 3 years of experience in a patient/clerical support, administrative, and/or office management position with experience at a lead or senior staff level.