Role Responsibilities:  

• Accountable for practice support operations through analysis and review of procedures and practices. 

• Optimize work methods to improve operational effectiveness and efficiency. 

• Supervise Practice Support operations at a single location. 

• Ensure appropriate staffing to maintain an uninterrupted patient experience. 

• Oversee hiring and onboarding new Practice Support staff. 

• Complete payroll for designated Practice Support staff. 

• Provide employee coaching as needed and complete annual performance evaluations. 

• Serve as Super-User for EHR and liaison for approved workflows supporting all Specialty Practice Support functions. 

• Train appropriate Practice Support staff on all practice support procedures. 

• Collaborate with various departments on training, workflow implementation, and process improvement. 

• Establish and implement goals and objectives for all Specialty Practice Support functions. 

• Maintain knowledge of collections and insurance verification. 

• Ensure staff accountability for time-of-service collections. 

• Oversee data collection and reporting, including: 

• Patient Satisfaction Survey reports, follow-up calls, and feedback reporting to leadership. 

• Patient volume tracking to ensure proper coverage. 

• Staff Radix usage reports. 

• Collaborate with billing to identify and resolve billing-related issues. 

• Monitor appointment scheduling functions. 

• Maintain resources and schedule changes for the assigned Primary Care office. 

• Communicate schedule changes to all necessary departments for consistency and accuracy. 

• Monitor provider schedules, patient appointments, and patient flow. 

• Meet with leadership to discuss scheduling improvements and streamline processes. 

• Ensure Practice Support staff are trained and follow pre-visit workflows. 

• Monitor Practice Support staff processes for check-in and check-out. 

• Ensure effective communication with Centralized/Shared Services departments, including: 

• Centralized Telephone Operations 

• Revenue Cycle (Billing, Coding, Eligibility, and Benefits) 

• Medical Records 

• Referrals/Ancillary Referrals 

• Specialty Scheduling 

• Provide support for technology concerns and implementation of new processes. 

• Perform basic computer and internet troubleshooting. 

• Handle patient interactions to support patient flow, address concerns, and assist with daily operations to ensure patient satisfaction. 

• Work with appropriate departments to resolve patient delays, concerns, and billing questions. 

• Communicate regularly with care center leadership to address concerns, answer questions, and review departmental performance. 

• Ensure proper coverage when staff call out. 

• Maintain knowledge needed to assist staff when necessary. 

• Ensure the Practice Support department meets organizational standards. 

• Communicate regularly with the Care Center Manager to review procedures, practices, and operational concerns. 

• Provide clear and concise communication to ensure timely and effective information flow across multiple locations. 

• Work closely with the Care Center Manager, Clinical Supervisor, and Medical Director. 

• Monitor completion of daily close to ensure accurate collection and filing. 

• Apply Lean process improvement principles to create an efficient work environment. 

• Analyze systems and procedures and recommend changes that improve patient care quality and operational efficiency. 

• Perform other duties as assigned, including: 

• Reset passwords, troubleshoot basic connectivity issues, or identify appropriate resources for resolution, such as submitting a Service Desk ticket. 

• Set up Zoom Meeting connections in conference rooms or cafés. 

• Keep Practice Support Supervisors, Clinical Supervisors, and Care Center Managers informed of process changes within the Specialty Division. 

• Oversee deposits and reconciliation of cash bags on a regular basis. 

• In collaboration with the Care Center Manager, manage patient panel reports to ensure accuracy of panel assignments and insurance PCP assignments.