The Back Office Supervisor performs complex and varied administrative and clinical assignments. Serves as a personal contact for physicians, staff, and outside departments in order to address problems, issues or concerns that require attention. Assists in management of clinical unit operations. Reports to the Manager and/or Director of the department/unit. This position supervises clinical staff, including Medical Assistants, LVN's and RN's.

Departmental Specific Summary

This position organizes, coordinates or provides oversight for various projects and functional areas in the ambulatory environment including physician support, assisting in oversight of multiple practice site operations and special projects management. This includes centralized processes such as Rx refill service, transcription support. Serves as liaison to HIM and lead EHR on-site coordinator. Facilitates physician onboarding process. Provides support for expenditure tracking.

Essential Duties

• Leadership Provides the daily monitoring of day-to-day operations of the Cardiac & Vascular Surgery Clinic staff as the Back Office Clinical Supervisor. Supervises at least two full-time staff or the equivalent, coordinates personnel actions, including, but not limited to performance evaluations, time-off requests, staff disciplinary actions, hiring, and terminating staff. Establishes clear job requirements for employees by overseeing the orientation of new employees and maintaining current position descriptions and measurable performance standards and monthly meetings. Provides the hiring, training, counseling, assignment and evaluations of work to staff members with Manager/Director approval. Oversees and participates in the coverage of department functions during times of illness, vacations, etc. Supports in ensuring clinic is survey ready by providing staff education & conducting routine audits. Ensures clinic is financially responsible by performing billing and purchasing audits.
• POLICIES AND PROCEDURES: Implements policies and procedures by effectively working with personnel.
• EQUIPMENT AND SYSTEMS Acts as a Super User and trainer for the electronic health record. Participates and/or leads change management for implementation of changes to systems. Understands all principles of the electronic patient folder system and maintains/updates policies and procedures for all staff Assists in the processing department payroll/timecards timely Ensures timely and accurate Rx refill request data entry.
• PERFORMANCE IMPROVEMENT Participates in continuously assessing and improving departmental performance. Ability to communicate changes to improve processes to the director as needed.
• COMMUNICATION Communicates effectively intra-departmentally and interdepartmentally. Collaborates closely with Administrative Supervisor to ensure all needs are covered and escalated appropriately. Provides timely follow-up with both written and verbal requests for information, including voice mail and email. Processes employee timecards, invoices, and other documents.
• EDUCATION/CONTINUING EDUCATION Assesses educational needs of the staff and provides educational needs to the Manager/Director to assist in development of education plans for the department. Develops educational materials, inclusive of specific policies and procedures, for training end users. Facilitates physician onboarding process in collaboration with the Administrative Office Supervisor.
• Serves as a personal contact for physicians, staff, and outside departments in order to address problems, issues or concerns that require attention.
• Generates Daily Room/Staff Assignments. Arranges for staff coverage as needed.
• Trains all clinical staff to ensure compliance with hospital policies.
• Oversees Special Programs/Projects for the Department
• Acts as liaison between Manager and his/her subordinates for communicating information, assignments, priorities and special requests. Monitors status of pending items and follows-up, as needed.
• Oversees exam rooms and treatment areas and ensures they are supplied and maintained adequately by support personnel.
• Promotes security by alerting appropriate personnel for safety, fire and other unsafe situations. Reports any unusual occurrences to Manager/Director. Responds to emergency situations using standard emergency protocols and procedures.
• Participates in monitoring and evaluating the quality and appropriateness of patient care. Contributes objective data regarding performance of other clinical staff members, as requested.
• Maintains a safe environment in accordance with standards, policies and safety regulations. Ensures compliance with infection control policies.
• Recognizes changes in the patient's physical and mental condition, takes appropriate action by notifying physician and/or nursing supervisor.
• Under the direction of a physician and operating within the scope of their practice, triages patient phone calls and provides guidance and direction to inquiries per protocols.
• Performs other duties as assigned.

Required Qualifications:

• Req Specialized/technical training Graduate of an accredited Medical Assistant, Licensed Vocational Nursing or Registered Nursing Program required
• Req 2-3 years Experience working in an outpatient setting.
• Req Excellent skills in use of personal computer software programs including but not limited to MS Word, PowerPoint, and Excel
• Req Demonstrates ability to work independently with minimal direction and supervision.
• Req Organization/time management skills.
• Req Committed to excellence in patient care and customer service.
• Req Demonstrates ability to utilize effective, appropriate and diplomatic oral and written communication skills.

Preferred Qualifications:

• Pref Bachelor's Degree Degree in a related field

Required Licenses/Certifications:

• Req Certified Medical Assistant - CMA OR LVN by Nursing Board; OR RN by Nursing Board.
• Req Basic Life Support (BLS) Healthcare Provider from American Heart Association
• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The annual base salary range for this position is $68,640.00 - $116,865.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

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