Center Manager

Description

Position Summary

The Center Manager ensures efficient and effective daily operations of the assigned office location(s). Major responsibilities include, but are not limited to, overseeing all administrative and clinical office direct reports; maintaining a professional and proficient workflow across all clinical and administrative office functions; and supporting respective providers in daily initiatives. By performing all required duties and responsibilities, the Center Manager is responsible for ensuring that quality services are provided consistently to meet the needs of the patients, providers and organization as a whole.

Duties and Responsibilities

• Oversees the operational aspects of all center direct reports staff, including monitoring and managing work schedules, work assignments (see below), performance evaluation administration, progressive disciplinary action, and timesheets/PTO requests.
• Coaches, mentors and counsels all center direct report staff while following National Spine & Pain Centers’ (NSPC) guidelines.
• Provides general leadership over, and ensures accurate completion of, all daily center administrative and clinical staff functions/work assignments, including but not limited to:

1. Ensuring all telephone calls are answered, returned, and/or closed properly and verifying that all messages (voicemails, emails, etc.) are checked in a timely manner with appropriate distribution of email responses, faxes and reports.
2. Ensuring the timely completion of all Electronic Medical Record (as applicable) and Practice Management system tasks, including distribution of electronic faxes and entry of patient diagnosis codes.
3. Ensuring advanced preparation of all patient records for scheduled appointments, verifying completeness and readiness for each provider.
4. Ensuring patient demographics, insurance information, and all other pertinent details are recorded and verified accurately in new and current patient charts to guarantee proper medical care and accurate claim payments according to NSPC protocol, two to three days prior to each appointment (with the exception of add-ons)
5. Confirming that patient deductibles, co-pays, balances, referrals, pre-certifications, and any other documents are obtained as required; and that any necessary authorizations are noted accurately in each patient’s registration.
6. Verifying medical records/notes are filed promptly and maintained correctly through periodic file audits and visual inspections.
7. Ensuring that every patient appointment is scheduled properly according to established NSPC guidelines and provider needs, and that all pre-appointment instructions are communicated accurately to each patient.
8. Providing regular feedback to staff regarding same or next day openings to assist in filling and best utilizing all provider schedules.
9. Verifying that all prescription requests are forwarded in a timely manner to the responsible provider.
10. Ensuring accurate and timely completion of all day-end billing and administrative duties.

• Responsible for center level budgeting and forecasting
• Manages staffing levels appropriately, including assisting in the candidate interviewing process, retention, disciplinary action as necessary and managing multiple direct reports.
• Assists with establishing and implementing training programs along with training and monitoring staff on appropriate customer service to ensure that all contact with patients and providers are being met
• Assesses, communicates, and continuously improves center workflows, processes, and policies.
• Maintains accreditation requirements
• Schedules regular meetings with respective physicians to ensure that all administrative requirements are being met from a provider standpoint and then follows up with re-occurring meetings with staff, including collecting, organizing and summarizing relevant presentation materials.
• Serves as a back-up for direct report staff by stepping in as needed to answer calls, verify insurance, etc.
• Assists providers and sales and marketing, as necessary, with marketing initiatives and stocking the office with appropriate marketing materials.
• Serves as a primary point of contact for building, equipment or system failures.
• Manages office supply inventory, creates purchase orders, ensures invoices and packing slips are processed properly.
• Works with compliance personnel to ensure and enforce observance of all state regulations and center credentialing requirements (AAAAF, Medicare, ASC, etc.).
• Understands, complies with, and enforces NSPC policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
• Promotes a high degree of positive morale, including encouraging teamwork and communication between employees
• Adhere to and uphold all applicable federal and state compliance regulations as well as NSPC’s Code of Conduct and Employee Handbook, compliance policies and procedures, and applicable healthcare fraud, waste and abuse laws. Ensure adherence to these compliance standards among all NSPC colleagues, as directed, for those responsible to manage and oversee.
• Other duties as assigned.
• Understands, complies with, and enforces all NSPC policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
• Adhere to and uphold all applicable federal and state compliance regulations as well as NSPC’s Code of Conduct and Employee Handbook, compliance policies and procedures, and applicable healthcare fraud, waste and abuse laws.
• Demonstrate a high-level commitment and culture of compliance
• Ensure subordinates complete training
• Participate and operationalize remediation plans stemming from both audits and investigations
• Demonstration of a willingness to raise issues and encouraging their employees to do the same
• Hold direct reports accountable for any violation of compliance
• Ensure that any compliance request is fulfilled, including requests for documentation and making employees available for questioning if part of an investigation
• Model the behavior expected of employees
• All other duties as assigned.

Requirements

• A Bachelor’s degree.
• A minimum of three years of medical office and/or healthcare center management experience, preferably for a private practice; an equivalent combination of education and experience may be considered.
• Knowledge of the business and legal implications of work and words in healthcare.
• Ability to understand basic healthcare and finance measures and how they are indicators of company performance; including profit/loss, accounting for expenditures, labor expense, utilization, patient satisfaction and billing metrics
• Superior proficiency with Microsoft Office Suite
• Knowledge of Centricity and AllScripts or similar EMR software products
• Familiarity with EMR and/or Electronic Practice Management systems and technologies.
• Ability to learn and use new software technologies for patient medical records and practice management systems
• Excellent verbal and written skills
• Ability to maintain quality assurance and safety rules
• Ability to present information effectively in one-on-one and small group situations to patients, providers and other employees in the organization
• Ability to understand and demonstrate outstanding customer service to all patient, providers and staff while maintaining the highest level of quality patient care at all times
• Ability to maintain complete confidentiality of information at all times.