The Office Supervisor is assigned to a designated clerical area to assist in assuring a patient focused environment. Key role responsibilities include: coordinating patient throughput, demonstrating high standards of customer service, holding care providers accountable to service standards. Demonstrates and coaches others to utilize critical thinking skills. Works under the direction of the Patient Care Manager/Assistant Manager to develop, implement and evaluate systems that ensure cost effective, quality patient care, is a frontline member of the management team.
Key Functions and Expected Performances:
Participates in Projects/on-going work activities (timelines, work plans, deliverables) aligned with area initiatives.
Attends and participates in operational/financial meetings as delegated to by Manager.
Supports Elevate initiatives within the department.
Assigns and oversees work of staff.
Embodies VUMC Credo to maintain an environment of trust, fairness, consistency and confidentiality with team members and with internal and external customers.
Elevate rounding after fully trained.
Maintains an updated level of understanding regarding insurance, referral and other pertinent information.
Shares knowledge with others within work group/department.
Represents needs and interests of direct reports to all levels of the leadership structure.
Communicates effectively orally and in writing.
Supervises day to day performance of staff as assigned through ongoing assessment and coaching to achieve goals. Contributes to formal evaluation of assigned staff.
Supports the delivery of quality patient care by holding assigned staff accountable to established operational and regulatory standards. Interprets policies and procedures to clerical/support staff and patients. Assist with clinic schedule and templates in collaboration with management team to optimize capacity and patient flow.
Makes changes in staffing assignments based on unit/clinic needs and demonstrated staff competencies. Frequently monitors front desk activity and makes adjustments as needed.
Clinical Quality Management and Service Orientation
Acts to ensure a safe, therapeutic, customer-friendly environment. Responds promptly to patient and staff concerns seeking to bring issues to resolution. Provides feedback regarding issues.
Demonstrates knowledge needed to coach staff on day-to-day activities. Pursues continuous learning to gain additional knowledge.
Assist with exercises problem solving skills to optimize patient flow while maintaining accurate patient and financial records. Collaborates with unit/clinic team regarding appointments, pre-certifications, authorizations, patient messaging, and overall clerical processes. Assist with measures and contributes to improvement in patient access, cycle times, and patient wait times.
Assist with implementation of area specific policies and practice guidelines in accordance with VUMC policy and regulatory standards using standardized tools and instruments.
Developing People and Building Relationships
Supports development and training opportunities for assigned staff. Participates in the hiring process. Acts as a clerical resource for novice staff members as well as assisting experienced staff in problem-solving skills for complex situations. Collaborates with management team as necessary.
Supports retention of staff through active participation in activities designed to make VUMC an employer of choice. Participate in targeted selection process per area protocol to meet clinical and operational needs for current and future programs.
Planning and Decision Making
Provides input for accurate preparation of the annual operating and capital budgets.
Coordinates and maintains optimum area function with shifting priorities in a real time environment.
Models and coaches staff in effective prioritization.
In collaboration with management team performs work within a Shared Governance framework to identify and address issues, solve problems and evaluate outcomes.
Participate on departmental and/or interdepartmental committees to address system problems/issues as assigned.
Vanderbilt University Medical Center is a comprehensive health care facility dedicated to patient care, research, and biomedical education. Our reputation for excellence in these areas has made us a major center for patient referrals from throughout the Mid-South. Each year, people throughout Tennessee and the Southeast choose Vanderbilt University Medical Center for their health care because of o...ur leadership in medical science and our dedication to treating patients with dignity and compassion.The mission of Vanderbilt University Medical Center is to advance health and wellness through preeminent programs in patient care, education, and research.