Medical Care Services Supervisor

The Medical Care Services Supervisor is responsible for the supervision and daily operations of the Care Resource Midtown facility; This includes providing support to the Sr. Medical Care Services Manager as needed in the supervision of non-licensed personnel. Provides ongoing Quality Improvement monitoring, ensures safe patient care, and ensures office staff is competent to perform patient care. The Medical Care Services Supervisor directs staff in following established policies and procedures, coordinates patient flow between front and back-office personnel, functions as a liaison for the medical staff and the Sr. Medical Care Services Manager.

ESSENTIAL JOB RESPONSIBILITIES

Management/Leadership:

• Understands and participate in the interview, training, development and supervision of staff which includes work allocation and problem resolution.
• Provide training, guidance and direction to staff ensuring staff perform duties efficiently, timely, and knowledgeably.
• Foster a positive and supportive work environment by promoting the Health Center's 3 C's of Service: Compassion, Competency, and Commitment.
• Coordinate and participate in staff meetings and educational activities.
• Manage relationships with vendors, clearinghouses and payers, ensuring ongoing successful relationships.
• Oversee daily operations and ensure progress towards departmental goals.
• Communicate updated policies and procedures to staff.
• Ensure adequate staffing to support timely patient visits.
• Maintain open and effective communication with all staff levels.
• Post assignments and schedule for clinic.
• Review and authorize payroll and time-off request as needed.
• Ensure established inventory standards for all supplies and equipment.
• Resolve operational and personnel issues effectively.
• Ensure a safe environment for patients and staff.
• Respond to and resolve patient complaints.
• Assist SR. Medical Care Services Manager with staff selection, promotion, and performance counseling in accordance with CR policies.

Administrative

• Oversee charge capture and accuracy, including HEDIS and UDS reporting.
• Work closely with Sr. Medical Care Services Manager, Director of Revenue Cycle and Medical Director(s) to achieve the goal of timely, accurate and complete claims submission.
• Address escalated questions from clients/patients, staff and insurance companies.
• Oversee resolution of client/patient billing complaints and the client/patient statement process.
• Evaluate client/patient financial status and establish payment plans as needed.
• Ensure payments are submitted via BRINKS daily.
• Assist with collecting delinquent accounts and monitor payment compliance.
• Attend internal/external meetings as required.

Quality Assurance/Compliance

• Ensure confidentiality of patient, employee, and organizational information in compliance with HIPAA and internal policies.
• Prepare for and participate in inspections as required by regulatory agencies.
• Conduct quality assurance and record reviews for the medical program.
• Develop and distribute Standard Operating Procedures (SOP) for new protocols and procedures.
• Mediate disputes involving clients, patients, staff, and visitors.
• Prepare credentialing and recredentialing for providers.
• Support planning and implementation of performance improvement plans related to Joint Commission, ACHA and HRSA standard.
• Provide ongoing training to staff to ensure compliance with safety and quality care standards.

Culture of Service: 3 C's

Compassion

• Greet all customers (i.e. patient, client, staff, vendor) with courtesy, eye contact, appropriate tone and body language.
• Listen attentively and provide appropriate options or resolutions to all customers (i.e. patient, client, staff, vendor).

Competency

• Deliver services in accordance with established protocols and seek assistance when needed to ensure quality service.

Commitment

• Take initiative and anticipate internal or external customer needs by engaging them in the process and following up as needed.
• Prioritize customer (i.e. patient, client, staff, vendor) requests to ensure prompt and effective responses are provided.

Safety

• Practice and ensure proper hand washing per CDC guidelines.
• Understand and fulfill assigned roles in emergency code system and the Continuity of Operations Plan (COOP).

Contact Responsibility

The responsibility for internal and external contacts is frequent and important.

PHYSICAL REQUIREMENTS

• Frequent sitting, phone use, and computer work.
• Occasional walking, standing, bending, and driving.
• Work is performed in an office setting.

Other

• Participate in health center developmental activities as requested.
• Perform other duties and special projects as assigned.