Office Manager

SUMMARY

The Office Manager reports to the Department Head/Practice Manager. Oversees the daily non‑clinical administrative operations of assigned office(s) and supervises non‑clinical office staff. Participates in the creation of office policies and procedures and ensures their implementation, especially in the area of patient service. Trains, schedules, and supervises office staff to ensure adequate clinician support. Works collaboratively with the billing team to ensure staff compliance with billing requirements to maximize revenue collection.

Participates in implementing new programs and makes recommendations for change to promote office efficiency and effectiveness.

Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect and Excellence, as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:
Instill Trust and Value Differences;
Patient and Community Focus; and Collaborate. In addition, our leaders will demonstrate an aptitude for:
Ensure Accountability;
Build Effective Teams;
Drive Vision and Purpose; and Optimize Work Processes. By applying core and leadership competencies, leaders help Brown University Health achieve its strategic goals.

Develops and maintains working knowledge of outpatient medical practice to maximize operational effectiveness.

Participates in overall planning of office activities to accomplish the practice’s mission and long and short‑term goals.

Supervises the daily activities of the staff.

Appropriately assigns tasks to support staff, establishes deadlines for work assignments, and monitors completion.

Ensures that offices are properly staffed and all functions are performed efficiently.

Ensures adequate staff training in all office processes and computer programs.

Oversees and ensures access to care by providing guidance on triaging patient phone calls, appointment scheduling, and patient registration.

Manages patient flow to ensure a prompt, organized, and pleasant patient experience.

Recommends opportunities for increased efficiency.

Under the direction of the manager, assists in managing provider schedules including office, clinical, and call schedules as required.

Ensures adequate administrative support for clinicians.

Oversees facility maintenance and acquisition of capital items.

Ensures adequate inventory of all office and medical supplies and the maintenance of office equipment; orders office and medical supplies as required.

Provides data regarding provider activity and productivity and other statistical information as requested.

Remains current with Evaluation and Management (E&M) Guidelines, compliance regulations, charge posting procedures, and system reports.

In collaboration with the billing team, ensures the accuracy and timeliness of front‑end billing activities including obtaining complete demographic and insurance information and any required referrals, notifications, and authorizations.

Develops and monitors processes for ensuring patient, family, practice physician, and referring physician satisfaction.

Ensures excellent communication with referring physician offices and inpatient departments.

Ensures all activities meet or exceed patient expectations.

Effectively manages the Human Resources function.

Participates in recruiting new staff members, conducts performance evaluations including recommending corrective action, and manages employee improvement plans.

Provides for continuing development of staff and conducts staff meetings regularly to ensure that new and/or changed policies and procedures are communicated and that operational issues are addressed.

Participates in or leads various teams related to quality improvement as necessary.

Preserves and protects patient and employee right to confidentiality.

Advises director of actual or potential problems related to regulatory compliance.

Implements approved programs to ensure compliance.

Performs other…