Ensures the smooth and efficient overall day-to-day operations of the front and back-office functions, to include telehealth and curbside services, if applicable. Responsible for ensuring front office and clinical staff deliver the highest level of service excellence to members of the Center.

DUTIES AND RESPONSIBILITIES:

1. Oversees front and back office staff including work allocation, staffing coverage and problem resolution; monitor staffs time and attendance; evaluates performance and makes recommendations for personnel actions; ensure staffs achieve peak productivity and performance. Ensures training and adherence of clinic staffs to policies, procedures, and, standards; coordinates in-service training, continuing education, orientation, competency reviews, and other related training functions.

2. Ensures all providers schedules are monitored daily and ensure that open appointments are filled at capacity daily. Responsible to ensure that assigned staff calls members when appropriate. Obtain health plans members roster and make contact with the members to schedule their annual, initial, or recall visits with their provider.

3. Prepares and analyzes practice management reports on a routine basis, providing recommendations for continuous process improvements. Investigate and perform reconciliation of needed data within the practice to ensure accuracy of accounting, payment, and/or encounters related close out. Assist with annual budget preparations, monitor monthly operating budgets, and provides fiscal direction to the practice site.

4. Provides exceptional customer service internally and externally. Greets each customer with appropriate introduction. Addresses concerns prior to end of interaction. Assists other departments as appropriated. Ensures back-office operations are compliant with Center policies and procedures. Oversees compliance with accreditation standards.

5. Conducts recruitment, interviewing, and hiring of staff and other disciplinary actions. Has oversight for annual and periodic performance evaluations of each assigned staff member. Provides training, work allocation and problem solving. Oversees and coordinates all routine, day to day practice and support services to include monitoring staff schedules to ensure adequate coverage. Assist in providing staff with ongoing coaching, training and development.

6. Present to others via telephone or directly in a prompt, pleasant and professional manner. . Collaborates with other departments to ensure clinic success and optimal clinical outcomes. Leads direct reports to create a positive work environment, encouraging teamwork and cohesiveness among staff.

7. Participates in performance improvement initiatives and ensure that current performance improvement policies and procedures are followed in areas of responsibility. Assists in the clinical objectives development and Health Care Plan implementation.

8. Serves as liaison in coordination of support services for practice operations. Coordinate two (2) community outreach opportunities per year to promote the practice image.

9. Performs other related duties as assigned.

JOB QUALIFICATIONS:

High School Diploma or equivalent required

Five (5) years’ experience as an Office Clerk and/or Medical/Dental Assistance in a healthcare setting or one (1) year experience in a leadership role is preferred

Bilingual in English and Spanish preferred

Scheduled hours and/or work locations are subject to change

Ability to travel as needed

PHYSICAL ACTIVITIES AND REQUIREMENTS:

Finger Dexterity: Using fingers to make small movements such as typing or picking up small objects.

Talking: Frequently conveying detailed or important instructions or ideas accurately, clearly, or quickly.

Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motions: Frequently and regularly using the wrists, hands, and fingers.

Visual: Average, ordinary, visual acuity necessary to prepare or inspect documents or other materials.

Physical: Walking/Standing most of the time. May have to lift folders, files, papers, audio/video equipment, and other such items weighing up to approximately 25 lbs.

Education

• High School/GED or better in General Business