Office Coordinator-Urgent Care

POSITION DESCRIPTION

This position is responsible for overseeing specified areas of the office in collaboration with the Clinic Manager. Primary responsibilities include ensuring patients receive friendly, efficient service and maintaining efficient flow of the overall office, working with other supervisors to achieve operational goals as defined by the practice leadership. This position typically works in an environment where a Clinic Manager oversees multiple office locations.

• Responsible for ensuring patients receive friendly, efficient service, supervising the medical reception staff, planning and implementing operational processes of the front desk department, and working with other managers in the office to achieve the operational goals.
• Manages more complex patient reception/medical records problems or insurance issues.
• Supervises day-to-day operations of assigned areas to ensure efficient, fiscally responsible and customer-responsive procedures and operations. Is approachable and welcomes opportunity to provide feedback to staff and problem resolution to patients.
• Oversees tasks that optimize workflow; provides suggestions to continually improve processes and the customer experience.
• Communicates thoroughly and promptly with office leadership, providers, triage and staff regarding all issues impacting day-to-day operations; develop clinical protocols as needed to ensure compliance with federal regulations.
• Maintains and updates regular schedules and PTO for assigned staff in IHA’s electronic timekeeping system; in conjunction with the Clinic Manager approves or declines assigned staff PTO requests.
• Effectively organizes training materials for new employees and keeps materials up to date with any changes in procedures.
• Keeps department staff informed on new guidelines and information that is required to do their jobs.
• Oversees the ordering and maintenance of office supplies for the front office.
• In conjunction with the Clinic Manager, hires and trains department staff as well as conducts employee performance reviews and ongoing coaching for department staff; documents employee interactions and resolves patient and staff issues.
• Assists in the development and oversight of the office budget.
• Manages clerical audits, internal and external, for the office.
• May attend monthly Reception Leadership meetings, providing updates to staff and leadership through regularly scheduled staff meetings.
• Maintains awareness of provider schedules and facilitates the efficiency of scheduling through training and monitoring of the daily schedules.
• Provides feedback to staff when needed and maintains knowledge of all office services, billing, and managed care department basic services.
• Oversees daily functions of assigned staff. Serves as go-to for more complex and escalated issues.
• Supports other offices, attends required meetings and training, and participates in committees as requested.
• Assumes additional duties as required.

• Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
• Must be able to work effectively as a member of the office management team.
• Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
• Maintains knowledge of and complies with IHA standards, policies and procedures.
• Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
• Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
• Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
• Uses resources efficiently.
• If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

Performance that meets or…