Responsible for the coordination and management of office operations, procedures and resources within the Medical Group Practices in order to facilitate organizational efficiencies and effectiveness. Supervises the service line’s administrative support and clerical staff. Develops and ensures the adherence to the department’s administration processes and procedures while maintaining corporate policy. Provides direct administrative support to the service line’s senior staff. Schedules patient appointments, surgical procedures, obtains insurance verification, and manages the billing process for physician services. Collects, compiles and analyzes information of a highly confidential nature and performs special projects as required. Acts as patient care consultant for all medical group patients.
The following job description covers the most significant duties performed, but does not exclude other work assignments not mentioned PRIMARY RESPONSIBILITIES
1. Manages the day-to-day operations of the Medical Group office.
2. Ensures that proper patient information, including insurance information, is obtained, verified, and updated and support services provided to patients, families and medical staff. Ensures the timely and accurate scheduling of patients.
3. Manages the billing process of the practice.
4. Handles questions, concerns, complaints, getting pertinent information and directing issue(s) to appropriate personnel for investigation and/or follow through and bring pertinent information to the attention of the surgeon and or service line Directors and/or managers.
5. Consistently assesses a situation from a variety of perspectives and considers alternatives and interventions to produce positive customer outcomes for patient, family, visitors, medical staff and/or employees.
6. Provides direct and confidential administrative and operational support to the physician, Director, and/or manager . Works on an independent basis in executing assignments.
7. Acts as liaison between the Medical Group Director and his/her management staff, other hospital administrative staff, referring physicians, visitors, employees, contracted entities and the corporate office to communicate messages, schedule meetings and disseminate information, maintaining good public relations skill in assisting those who contact the Medical Group office.
8. Prepares and distributes responses to general routine and/or complex correspondence, and reports. Prepares routine and/or specialized reports for service line senior staff.
9. Ensures the appropriate materials are available for meetings. Takes initiative to reschedule appointments when necessary.
10. Prepares agendas, takes minutes as specified by the and or Director , using discretion and expertise to ensure only pertinent information is included in the final minutes while always maintaining confidentiality. Arranges appropriate follow-up actions. .
11. Schedules arrangements for the Medical Group completing appropriate authorization and expense reports in connection with attendance at meetings and off site visits.
12. Creation of correspondence related Medical Group procedures.
13. Participates in the maintenance of the department’s budget and bookkeeping activities.
14. Ensures the acquisition and maintenance of office equipment and supplies.
15. Continually evaluates existing processes and procedures seeking to design and implement procedural improvements
16. Supervises, coaches and mentors the department’s clerical and administrative support staff.
17. Assign and monitor clerical, administrative and secretarial responsibilities and tasks among office staff.
18. Coordinate office staff activities and evaluates the performance of those activities
1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.
2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned.
3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.
4. Keeps customer’s information confidential, including public places such as elevators or the cafeteria.
5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.
6. Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.
Commitment to Co-Workers:
1. Offers assistance to colleagues and other departments when needed.
2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.
3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.
4. Mindful and respectful of others’ time and schedules. Attends meetings on time and communicates any
5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department.
1. Respectful, courteous and professional in all forms of communication and follows facility’s service communication protocol in all interactions.
2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.
3. Does not text or use e-mail during meetings (except for exigent or emergency situations).
4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).
5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.
6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.
7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).
8. Always mindful of voice and language in public.
1. Reports to work appropriately groomed and in compliance with the Hospital’s dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.
2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.
3. Completes mandatory, annual education and competency requirements.
4. Follows UMCAP safety, infection control and employee health standards.
5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.
6. Adhere to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.
7. Reviews, signs, and adheres to UMCAP and/or departmental confidentiality statement.
For Supervisory Positions Only:
This position supervises jobs that are (check all that apply):
Service Admin. Support Technical Professional
Supervisory Management Sr. Management
Supervisory responsibilities typically include (check all that apply):
Evaluating Job Performance Disciplining/terminating Scheduling – Work/Time Off
Recommending Salary Actions Interviewing/Hiring Coaching/Mentoring
Directing/Assigning/Reviewing Work Training/Developing Promoting
Approximate Number of Employees Supervised:
Exempt (Salaried): Non-Exempt (hourly):
Required: Not required.
Preferred: Certified Physician Practice Manager
Life Support Certification: (Check all that apply)
Basic Life Support – Health Care Provider (BLS-HCP) Advanced Cardiac Life Support (ACLS)
Pediatric Advanced Life Support (PALS) Neonatal Resuscitation Program (NRP)
Education/Knowledge (see attached explanation sheet)
Attained Level: Formal Education Training
Required: Associates Degree or equivalent combination of education & experience
Experience (years): Required: 5 - 7 years Preferred: Not applicable
Experience (describe required & preferred):
•At least five years of progressively responsible secretarial or administrative support experience required.
•Prefer at least 5 years experience supporting a physician in a medical practice setting and /or senior leadership in a hospital setting..
•Supervisory experience preferred.
•Extensive knowledge of office practices and procedures.
Microsoft Office Suite Skill Level (see attached explanation sheet)
Word: Advanced Excel: Intermediate
PowerPoint: Advanced Access: Not applicable
Working knowledge of ICD-9 (Medical Coding)
Basic knowledge and working experience with Medical Terminology
Standard Office Equipment (list): Personal computer, fax machine, copy machine and dictation equipment.
Medical Equipment (list):
•Type at 60 words per minute using MS Word
•Able to take and record minutes of meetings.
•Willingness and capability to acquire a thorough knowledge of hospital procedures.
•Possess a good public relations image and telephone voice.
•Excellent writing and proof-reading skills.
Communication Skills & Abilities (see attached explanation sheet)
Select highest applicable level: Conflicting Issues; Mediate; Strong Writing Skills
Bilingual: Required Preferred Language:
Problem Solving/Analytical Skills & Abilities (see attached explanation sheet):
Level of Supervision Required
Work Product is Reviewed Periodically
Contacts Inside & Outside Facility/Corporation (see attached explanation sheet)
Within/Outside Company with Tact and Discretion
Transportation (Work-related) (see attached explanation sheet)
Business Travel Outside of Region
Working Conditions (Check all that apply):
Lifting and/or carrying objects weighing up to 10 pounds Lifting and/or carrying objects weighing 11 to 20 pounds Lifting and/or carrying objects weighing 21 to 50 pounds Lifting and/or carrying objects weighing more than 50 pounds Pushing and/or pulling non-motorized equipment (e.g., stretchers, supply carts, mops) weighing up to 20 pounds Pushing and/or pulling non-motorized equipment (e.g., stretchers, supply carts, mops) weighing 20 to 50 pounds. Pushing and/or pulling non-motorized equipment (e.g., stretchers, supply carts, mops) weighing over 50 pounds Climbing – ascending or descending ladders, scaffolding, or ramps Walking on narrow surfaces (e.g., scaffolding, etc…) Stooping and bending Reaching and grasping objects Manipulating and operating power tools or machinery Grasping and fine manipulation with hands Using a keyboard to interact with computer system Proofreading and/or reviewing documents Sitting for extended periods of time
Walking for extended periods of time Ability to communicate verbally Color Vision Ability to hear Exposure to hazardous materials requiring the use of protective dress Work in extreme temperatures and loud noises Work in extreme weather conditions
SVP Human Resources:
John F. Peeples Date
Position Requirement Explanations
Entry Level: Equivalent to a High School diploma or GED; basic employment skills
Formal Education/Training: equivalent to an Associate's degree (2 years college); requires knowledge and experience of a specialized field.
Professional: Equivalent to a Bachelor's degree; working knowledge of theory and practice within a specialized field.
Advanced Professional: Equivalent to a Master's degree; knowledge in more than one discipline.
Expert: equivalent to PhD, M.D., J.D., Specialized knowledge often requiring license or certification.