Job Description

SUMMARY: Responsible to oversee all daily practice operations of the Pediatric Hematology Oncology and Bone Marrow Transplant practices on the Nicklaus Children's campus. Ensures efficient workflows, excellent customer service, and high-quality care. Works closely with the Regional Director and the Executive team to advance practice and organizational goals.

DUTIES AND RESPONSIBILITIES:

Directly supervises assigned staff roles and operational workflows to meet operational goals in patient volume and access, service, operational efficiency, and physician, staff, and patient satisfaction. Provides cross coverage for practice roles and/or operational workflows as needed.
Establishes, modifies, implements, and monitors best practice operational workflows (appointment scheduling, registration, authorization/referral, check-in, and rooming). Implements approved corrective measures and adjusts as needed to ensure ongoing efficiency. Ensures that staff is engaged and trained to execute remedies as appropriate.
Analyzes and maximizes office productivity.
Ensures appropriate documentation in the EHR systems.
Functions as an EHR superuser for all staff roles and provides guidance to physicians and support staff.
Interfaces with patients and parents and assists with resolving complaints.
Hires, trains, supervises, motivates, and develops office staff; manages schedules and workflow.
Conducts and documents regular meetings with the staff to communicate and reinforce new and existing practice policies and procedures. In conjunction with the practice management team, reinforces practice policies and procedures to maintain standardization.
Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and government regulations.
Serves as primary practice liaison with Nicklaus Children's Hospital team members and participates in hospital-driven process improvement initiatives and program development.
Builds and maintains ongoing working relationships with staff, management, clinical and physician members of the practice to facilitate positive staff morale and support provider productivity.
Conducts scheduled meetings/huddles with staff to ensure consistent transfer of information, smooth patient flow, and team driven coordination of care and services.
Ensures that all equipment in the department is maintained in good working order and routine services are completed. Addresses and resolves any equipment issues in a timely manner to ensure minimal interruptions to operations.
Works with medical assistants to order and maintain office supplies and inventory and ensure internal lab workflows are working efficiently.
Prepares reports and correspondence as needed.
Assists with general clerical/administrative duties as needed including but not limited to answering phones, filing, preparing correspondence and memoranda, faxing, copying, and mailing.
Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

Directly supervises non-provider employees within the practice (front desk, appt scheduling, authorizations, billers, check-out, medical assistants, lab techs).
Provides leadership support to the physicians and APPs within the practice.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

QUALIFICATIONS:

Bachelor's Degree (BA) in business, healthcare administration or related field.
5+ years’ progressive leadership experience in a physician practice setting.
Hematology Oncology experience a plus.
Computer skills required: Basic competence in duties and tasks of supervised employees.
Excellent verbal and written communication skills.
Commitment to excellence and high standards.
Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
Ability to work independently and as a member of various teams and committees.
Acute attention to detail.
Ability to deal effectively with a diversity of individuals at all organizational levels.
Good judgement with the ability to make timely and sound decisions.
Demonstrated ability to plan and organize projects.
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
Proficient on Microsoft Office; Practice Management and Electronic Medical Record systems.
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
Bilingual skills a plus.

COMPETENCIES:

CORE COMPETENCIES:

Safety --Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Excellence – Focuses on achieving the highest possible standards of performance and quality.
Respect & Diversity--Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Value & Cost Consciousness--Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Integrity & Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Collaboration & Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Empathy – Seeks to understand and validate others’ perspectives and emotions.

OTHER COMPETENCIES:

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes and services.; Continually works to improve supervisory skills.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

KIDZ Medical Services

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