Supervisor, Business Systems

Position Summary Statement

The Business Systems Supervisor provides leadership, direction, organization and administration of daily business processes and frontline clinic operations. This position works in collaboration with the Clinic Manager, Clinic Medical Director (CMD), and/or nursing supervisors. Patient Excellence is to be centered on patient care and patient relationships and is the responsibility of all employees.

The Business Systems Supervisor provides leadership, direction, organization and administration of daily business processes and frontline clinic operations. This position works in collaboration with the Clinic Manager, Clinic Medical Director (CMD), and/or nursing supervisors. Patient Excellence is to be centered on patient care and patient relationships and is the responsibility of all employees.

• Education, Experience or Equivalent Combination:
• Bachelor’s degree in business or health‑related field or six years of job‑related experience.
• Two years of work experience in the health care industry with a focus on customer service, clinic operations, or related experience
• Ability to lead, influence, mentor and motivate employees.
• Licensure/ Registration/ Certification:
• Knowledge, Skills, and Abilities:
• Demonstrated organizational skills
• Demonstrated effective project management skills
• Demonstrated problem‑solving skills
• Ability to manage resources and staff with budget requirements
• Strong written and oral communication skills
• Strong analytical skills
• Customer service experience with demonstrated strength in communication skills in dealing with patient/public contacts.
• Ability to understand, implement and monitor care improvement, patient experience and access data and processes.

• Education, Experience or Equivalent Combination:
• Experience with Epic Cadence appointment scheduling, templating and other build details
• Experience with Epic Care Ambulatory basic tools and workflows
• Licensure/ Registration/ Certification:
• Knowledge, Skills, and Abilities:
• Demonstrated project management skills
• Knowledge of basic process improvement tools such as Lean or other methods

• Responsible for the supervision of staff, including having the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees. Ensures compliance to organizational and departmental policies and procedures.
• Patient
  
  Experience:
• Acts as an effective, consistent role model of Patient Excellence; exemplifying courtesy, compassion and responsiveness to all customers.
• Demonstrates that the patient is put first at every opportunity
• Talks “service” routinely to reinforce a service‑orientation mind‑set
• Looks for instances of missed opportunities in which employees could have better met customer needs; constructively brings such to their attention and coaches on ways to improve.
• Holds self and employees accountable for meeting high standards of service standards of service toward all customers.
• Accepts the philosophy that customers are a gift to our organization and complaints or feedback are key to our goal of improving experience.
• Actively listens to patients/members/families who have concerns about their care or service, seeking to understand each situation through the eyes of the patient.
• Documents such concerns and ensures that appropriate investigation and responses occur.
• Identifies trends affecting patient satisfaction and works within the local clinic or the larger HPMG and Clinics to resolve such trends.
• Works with staff and other supervisors to identify opportunities to improve patient experience.
• Includes patient experience discussion at staff meetings, reviewing patient feedback with staff and setting improvement priorities.
• Cooperates and collaborates with HPMG and Clinics leadership regarding the rollout of Patient Excellence initiatives.
• Quality and Data:
• Monitors the revenue cycle through the following:
• Standards for care unit facilitation are followed, including:
• Timely and accurate completion of charts
• Charge tickets are reconciled with schedule
• Charge entry within expected timeframe and posted to correct account
• Recei…