Full Time 40 hours Grade 051 Medicine M&D - Palliative Care Schedule 8 AM-5 PM Responsibilities Position Summary Under general direction of the Palliative Care division Chief and Administrator, and with significant latitude for independent judgment and decision making, the AA serves as Practice Manager for the divisionâ™s inpatient and outpatient practices, and serves as the go-to support and coordinator for the division Chief. The AA supervises, coordinates and monitors the work activity of employees, develops goals and objectives; is responsible for administrative and financial aspects of the practice; oversees billing, data collection, provider schedules, compliance and quality reports and on-call schedules. This position requires a working knowledge of administrative processes and clinical systems as well as sound professional judgment, respectful and professional communication with patients, co-workers, supervisors, and the ability to build positive working relationships with clinicians and coworkers in Palliative Care and other departments and community agencies. Responsibilities Practice Coordination: Under general direction as to policies and priorities, manages the administrative aspects of the adult and pediatric Palliative Care clinical services. Operations Management Establishes and maintains efficient and responsive patient flow system to include management of urgent requests, new patient referrals and follow-up appointments. Develops guidelines and implements procedures for prioritizing and assigning work activities, evaluating effectiveness and modifying process for enhancing levels of service and quality. Develops, maintains and updates provider schedule templates in Flowcast, outpatient and inpatient adult and pediatric on-call schedules, Inpatient Consultation Service schedules, and coordinates Fellow clinic schedules. Assists in answering telephone calls and providing data on dropped calls, wait times, and other information for quality improvement. Develops and maintains a clinical office procedure manual, both general and job specific. Identifies and resolves provider credentialing issues with Medicine Billing, Medical Staff Office, and other internal and external practice sites. Ensures compliance with HIPAA, OSHA, TJC and other regulatory policies. Patient and eRecord Management Manages eRecord and Flowcast (and soon ePARC). Manages phone triage process for appointment scheduling, medication prescribing, prior authorizations, patient reminder calls and referrals. Resolves problems with pharmacies, insurance companies and managed health care services regarding patient billing and coverage issues. Demonstrates skill and compassion in resolving difficult patient complaints and concerns, and elevates concerns as appropriate to Division Chief. Acts as primary liaison with hospice agencies, funeral homes, Social Work, Behavioral Health, Integrative Medicine, Interpretation Services, Chaplainâ™s office and other hospital services. Fiscal Management Oversees billing operations and procedures to include accurate and timely charge submissions, reviews billing trends and provides feedback to Chief and Administrator. Maintains, tracks and reports on provider schedules for purposes of budget accuracy and visit volumes, with the goal of timely patient access. Maintains and updates billing guidelines in collaboration with Medicine Billing and the SMH Compliance office. Approves invoices and payroll in Administratorâ™s absence. Conducts ledger reconciliations on a monthly basis. Administrative: Human Resources Recruits, hires, trains, and conducts employee performance appraisals in accordance with UR Medicine policies. Manages staff workload distribution, handles requests for time off and overtime, and submits accurate and timely HRMS payroll information. Ensures compliance with training, counseling and educating staff on all office practice policies and processes, including HIPAA patient care activities. Attends mandatory training sessions. Leads ICARE Patient care team to develop required behaviors and performance expectations. Administrative support to the Division Chief and Administrator. Maintains the Chiefâ™s schedules, arranges meetings, provides minutes of identified meetings, and provides clinical practice data as requested. Serves as the ambassador and face of the Palliative Care operations. Performs ongoing assessment and makes appropriate changes to office policies and procedures related to patient care activities with the Chiefâ™s and Administratorâ™s approval. Executes special projects as directed by the Division Chief or Administrator. Collaborates with Advancement Office representative to ensure correct allocation of memorials and other donations. Requirements: College graduation or an equivalent combination of experience and training. 1 year of relevant administrative experience. Prefer two or more years of secretarial experience in a busy medical office. One or more years in a position which demonstrates supervisory ability. Electronic medical record skills. Proficiency in MS Word & Excel and able to perform general and complex computer work. Knowledge of medical practices, terminology and reimbursement policies. CPT/ICD9-10 coding systems. Ledger reconciliation.
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