Location

ST. LOUIS, MO 63110

Scheduled Hours

40

Position Summary

Oversees daily clinical duties and implements standards and guidelines to drive high reliability, maximize existing resources, optimize and standardize workflows to increase clinical patient volume and production and drive maximum growth of clinic operations. Responsible for resolving personnel issues, recruitment, performing job counseling and annual staff reviews, analysis and determination of necessary staffing levels to meet needs of the clinical operation. Ensures that clinic front desk, scheduling and patient care associate staff members are trained in all applications in order to fulfill job roles. Develops, documents and implements processes to support patient access and mitigation of late cancellations to ensure patient satisfaction and maximum schedule utilization. Works directly with clinical providers to rectify schedule modifications while serving as a liaise to communicate between teams.

Job Description

• Monitors and directs patient flow throughout day and makes “just-in-time” staffing adjustments to best meet the needs of patients and the organization.
• Oversees development of standard processes and standard work, daily staff functions of co-payments, supply tickets, scheduling, processing of medical records requests, daily patient visit preparation, patient and provider cancellation communications and lists, and check-in/check-out.  
• Reviews schedule utilization, provider waitlists and referral work queues to optimize patient scheduling.
• Serves as a patient advocate and handles patients’ complaints/concerns with immediate response and action.
• Escalates issues to Clinical Practice Manager, WashU Physical Therapy leadership, Risk Management, and other key stakeholders, related to potential risk management issues involved in patient care.  Responsible for compliance with all current patient rights and informed consent issues in outpatient area.
• Ensures all HIPAA guidelines are followed and implemented in clinic.
• Plans and participates in the recruitment, selection, and retention of quality staff. Interviews and hires applicants. Develops new staff orientation training materials and schedules. Educates/trains new and existing staff to assure competence in all support functions. 
• Promotes teamwork and a spirit of cooperation amongst the staff in support of each other and all stakeholders including patients, providers, visitors, and staff. 
• Facilitates team huddles and conducts regularly scheduled staff meetings. Escalates issues for awareness or needed support, informs clinical practice team of updates related to front desk, scheduling, and overall clinic operations. 
• Supervises the performance provided by the staff and actively coaches and counsels staff to exceed expectations. Conducts performance evaluations and oversees work schedules and time records to ensure compliance and mitigate overtime. Monitors staffing assignments and coordinates coverage for clinical staff positions.
• Maintains competence in relevant job duties up to and including registration, reception, master scheduling, call center scheduling, referral retrieval, and all other job duties performed by supervised staff.
• Ownership of clinical operational metrics (access, productivity, patient experience, referral management, no-shows, schedule utilization, etc.) and report outs on KPIs and clinical performance scorecards. Conducts root cause analysis to support continuous process improvement, identify tactics and support development and implementation of standard work.
• Arranges work-study student schedules and training. Ensures availability of tasks to complete and concise plan of required duties.
• Coordinates supply inventory to assure the availability of needed office and patient care supplies and the maintenance of appropriate inventory levels. Monitors equipment for all needed maintenance and repairs. 
• Supports Clinical Operations Manager in forecasting supply usage, cost, quality, and other special projects as needed. Assist with annual supply and other expenditure budget process; responsible for regular monitoring of expenses to ensure the practice(s) remain within budget.
• Back up for front desk and scheduling hub staff during high volume times or staff vacation and illness.  Attend applicable meetings as identified related to clinic operations, including other duties as assigned.

Working Conditions:

Job Location/Working Conditions

• Normal office environment.
• Patient care setting.

Physical Effort

• Typically sitting at desk or table.
• Repetitive wrist, hand, or finger movement.
• Occasional lifting (25 lbs. or less).
• Occasional lifting (25 - 50 lbs.).

Equipment

• Office equipment.
• Simple hand tools.
• Clinical/diagnostic equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications/Professional Licenses:

The list below may include all acceptable certifications, professional licenses and issuers. More than one credential, certification or professional license may be required depending on the role.

Basic Life Support - American Heart Association, Basic Life Support - American Red Cross

Work Experience:

No specific work experience is required for this position.

Skills:

Supervisory Management

Driver's License:

A driver's license is not required for this position.

More About This Job

Required Qualifications:

• High school diploma or equivalent high school certification, related work experience in medical insurance setting with supervisory experience or equivalent education and experience.

• Basic Life Support certification (Online BLS certifications, those without a skills assessment component, are not sufficient to meet the BLS requirement).

Preferred Qualifications:

• Bachelor's degree with a minimum of 5 years related experience in a medical practice environment with oversight of clinical operations.

• Thorough knowledge of medical terminology and clinical practice workflows.

• 2 years' supervisory/management/leadership experience.

• Ability to recognize, analyze, and report trends through accounting, organizational, and financial skills with a minimum of 5 years related experience.  

• Proven experience in managing a team in a busy environment.

• Ability to handle confidential matters discreetly.

• Strong interpersonal, communication, and customer service skills.

• Capable of greeting patients, visitors, faculty, staff, and learners in a professional and courteous manner.

• Ability to work independently and within a team, multi-task, and follow through on assignments in a timely manner.

• Detail-oriented, accurate, and thorough.

• Organization and time management skills are necessary with the ability to prioritize a multifaceted workload and handle a variety of responsibilities in a flexible manner.

• Knowledge and use of general office machines as well as computer knowledge/skills to include word processing (Word), spreadsheet (Excel), Internet, e-mail, EPIC, EMR scheduling with Master scheduling preferred.

• Experience with Medicare and managed-care guidelines.

Preferred Qualifications

Education:

No additional education unless stated elsewhere in the job posting.

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

Relevant Experience (5 Years)

Skills:

Analyzing Reports, Communication, Computer Literacy, Confidential Data Handling, Confidentiality, Critical Thinking, Customer Service, Detail-Oriented, High Accuracy, Interpersonal Interactions, Leadership, Managed Care, Medical Terminology, Medicare Guidelines, Multitasking, Organizational Savvy, Problem Solving, Process Improvements, Self-Direction, Self Motivation, Team Collaboration, Time Management, Trend Analysis, Working Independently

Grade

C10

Salary Range

$54,600.00 - $81,900.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.