Community Health Center, Inc. (CHCI). CHC is one of the country's most creative and dynamic providers of primary medical, dental and behavioral health services, and a leader in practice based research, health professionals training, and use of innovative technologies to advance health and health care. CHCI is designated as a federally qualified health center and a patient centered medical home by HRSA, the Joint Commission, and NCQA, respectively. We deliver more than 500,000 patient visits per year from primary care hubs and community clinics across the state of CT, all connected by technology and common standards for quality. We employ several hundred medical, dental, and behavioral health providers who are engaged in practice, teaching, and research. Our Weitzman Institute is devoted to research and practice transformation, and is recognized around the country as one of the premier research institutes focused on improving health care and health outcomes for special and vulnerable populations. In addition, the organization has developed three wholly owned subsidiaries from the original pilot developments within the Weitzman Institute, the National Nurse Practitioner Residency and Fellowship Training Consortium (NNPRFTC), the National Institute for Medical Assistant Advancement, and the Community eConsult Network, National Nurse Practitioner Residency and fellowship training Consortium, National Institute for the Advancement of Medical Assistants and the Community eConsult Network.
The Operations Manager is responsible for assuring patient satisfaction with service received from point of initial contact for inquiries, scheduling, concerns and follow up as needed. Responsibilities include supervision and retention of PSA staff, assisting HR with hiring and training of staff, facilitates patient flow, oversees patient scheduling, registration and posting of encounter data, ensures collections are maximized, maintains clean, comfortable, and safe facility, serves as technical support for all insurance referrals and prior authorization procedures, ensures that all office procedures are in support of the CHC mission statement and policies.
The Operations Manager will manage the team at the site(s) by actively being on the floor and listening to communications between staff and patients. As necessary the manager will step in and function as a PSA to assist with work flows and functionality of the department and CHC as a team. This includes but is not limited to checking in patients, assisting with Kiosk communication to patients, and taking calls.
ROLE AND RESPONSIBILITIES
Responsible to effectively hire employees in collaboration with Regional VP, Practice Administrator, and HR Department, maintaining compliance with CHC protocols as directed by Human Resources department.
Complies with all company training programs for new hires and existing staff to insure success of the site(s).
Conducts performance reviews for direct reports according to position responsibilities and objectives.
Retrains providers and staff as needed regarding coding protocols
Supervises, motivates, and retains employees to ensure successful operation of the sites
Maintains customer satisfaction up to and including taking complaints and communicating with patients
Collaborates as a member of the Site leadership team
Adheres to company policies and procedures including developing corrective action plans and following disciplinary procedures for direct reports
Maintains a thorough knowledge of the components aged A/R and actively collaborates with front office staff and patient accounts department to proactively identify and resolve problems and ensure maximum revenue collection including follow up on all patient payment arrangements to ensure collection
Ensures patients are seen by appropriate PCP's according to the specific insurance contracts
Consistently works with ATC staff to ensure appropriate appointments are made for patients seeking eligibility assistance
Complies with Affordable Care Act policies and procedures for self-pay patients including assisting the Champions for ACA, and assisting patients with understanding our policies and getting access to our ACA staff to help apply for coverage with AccessHealthCt
Supervises and ensures effective and accurate appointment scheduling according to protocols and policies for maximum provider productivity
Maintains provider templates, adjusts for seasonal needs, compensates for cancellations and no-shows
Monitors Payer Mix for each site maintaining accurate access for patients and their insurance types
Provides technical assistance to other patient services managers or staff with CHC
Facilitates and leads meetings as necessary to support the team and site(s)
Complies with and ensures annual trainings protocols are followed
Maintains proper office supply inventory and coordinates the ordering, receipt and payment of all office supplies in compliance with purchasing policies
Ensures an orderly and neat facility at all times
Ensures that all staff exhibit excellent customer service skills in all contacts and that all activity is in support of CHCI's mission statement.
Other responsibilities and projects as assigned.
Bachelor's degree required plus a minimum of 4+ years' experience in healthcare services setting
Minimum two years supervisory experience
In-depth knowledge of CPT and ICD-9 coding for maximizing appropriate reimbursements
Prior experience with computerized appointment scheduling and computerized medical billing
In-depth knowledge of federal, state and private insurance carriers and payer regulations
Superior judgment, negotiation, and decision-making skills
Proven conflict management skills
Proficiency with MS Office suite
Effective communication at all levels in the organization with strong oral, written and negotiation skills
Bilingual (Spanish) preferred
Reliable access to automobile/valid driver's license
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
Hours vary. Our schedules are either Monday-Friday from 8am-5pm or 10am-7pm with some evening and Saturdays hours.
Minimal physical effort. Must be able to operate computer and telephone continuously. Regular regional travel as necessary.