Practice Operations Supervisor I

Position Summary

The Practice Operations Supervisor I supervises and coordinates overall operational and administrative functions of assigned FPO ambulatory clinical practice(s) to ensure maximum efficiency and high-quality patient experiences. The Supervisor leads the practice in a manner that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of kindness, inclusion, integrity, accountability, and excellence.

Responsibilities

• Practice Operations

• Works collaboratively with physicians, administrative and clinical managers, and staff to ensure the achievement of practice-wide operational and financial goals/metrics. Supervises and coordinates all processes and activities in the area/functions assigned, ensuring organizational guidelines and policies are followed.

• Monitors policies and procedures related to patient scheduling and operational issues in the office practice and exam area in collaboration with the medical and administrative staff of the practice.

• Oversee ordering and stocking of all office supplies within the office practice suite. Monitor supply use and maintain and adjust par levels as needed.

• Ensure optimal use of the practice space throughout all hours of operation by optimizing staffing ratios and patient density.

• Monitor clinic manager dashboard including, but not limited to: Front Desk, Scheduling, Referrals, In Basket management, etc.

• Monitors all work queues for completion as they apply to practice operations.

• Collaborates with FPO Ambulatory Facilities Operations to ensure the site’s cleanliness and safety according to practice standards. Escalates any issues as needed and ensures follow-through.

• Creates the daily, weekly, and/or monthly assignment list to ensure adequate coverage in the practice.

• Conducts scheduled meetings/huddles with staff to ensure consistent transfer of information, smooth patient flow, and team-driven coordination of care and services.

• Monitors patient satisfaction, responds to issues and complaints in a timely manner, and escalates issues as appropriate.

• Strategy

• Monitors key performance indicators and supports performance improvement initiatives, as needed.

• Supports and mentors staff consistent with the department’s strategic plan, in order to maintain an efficient patient-centered environment ensuring an exceptional patient experience.

• Participates in projects and performance improvement activities.

• Participates in patient satisfaction initiatives, displaying a positive attitude in interactions with staff, patients, and family members.

• Participates as a member of the healthcare team and various interdisciplinary committees to improve patient care and meet patient needs.

• People

• Drives recruiting and human resource management activities for assigned location(s). Ensures staff productivity benchmarks and quality measures are achieved.

• Completes staff performance evaluations and competencies. Offers continuing guidance, coaching, and assistance to employees on work activities, procedures, competency development, and performance-related issues as appropriate. Escalates any performance-related issues as appropriate.

• Promotes staff professionalism and performance with coaching, training and feedback. Mentors others in individual and team accountability, modeling behavior and demonstrating best practices/techniques.

• Other

• Ensures compliance with all regulatory agencies, departmental, Service Corp, and organization policies and procedures for all staff.

• Keeps current on all organizational, regulatory compliance, and patient privacy trainings policies (e.g., infection control, public safety, EH&S, HIPAA, OSHA, etc.) and ensures that all staff have successfully completed all required trainings.

• Perform other related duties and responsibilities as assigned/requested.

• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

• Minimum Qualifications

• Bachelor's Degree or equivalent of education and experience.

• A minimum of 3 years of related experience.

• An equivalent combination of education and experience may be considered.

• Excellent organizational skills, time management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives is required.

• Demonstrated proficiency and/or understanding of project management, including executing technical and operational project activities with cross-functional teams.

• Candidate must be well organized and be able to manage a demanding workload and moderately complex cases accurately and in a timely manner.

• Demonstrated proficiency in problem assessment, resolution, and collaborative problem solving in complex and interdisciplinary settings.

• Ability to communicate effectively in both oral and written form. This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders.

• Must be able to deliver presentations to various audiences.

• Ability to lead and mentor team through new and changing situations. Demonstrate a professional and compassionate manner while conveying a positive image of the practice.

• Ability to work independently and follow-through and handle multiple tasks simultaneously.

• Ability to work collaboratively with a culturally diverse staff and patient/family population, demonstrating tact and sensitivity in stressful situations.

• Working proficiency in Microsoft Office (Word & Excel) or similar software is required, and an ability and willingness to learn new systems and programs.

• Must be a motivated individual with a positive mindset and exceptional work ethic.

• Preferred Qualifications

• Physician practice experience preferred.

• Demonstrated proficiency and/or understanding of qualitative and quantitative data analysis.

• Competencies

• Patient Facing Competencies

• Minimum Proficiency Level

• Accountability & Self-Management

• Level 3 - Intermediate

• Adaptability to Change & Learning Agility

• Level 2 - Basic

• Communication

• Level 2 - Basic

• Customer Service & Patient-Centered

• Level 3 - Intermediate

• Emotional Intelligence

• Level 2 - Basic

• Problem Solving & Decision Making

• Level 3 - Intermediate

• Productivity & Time Management

• Level 3 - Intermediate

• Teamwork & Collaboration

• Level 2 - Basic

• Quality, Patient & Workplace Safety

• Level 3 - Intermediate

• Leadership Competencies

• Minimum Proficiency Level

• Business Acumen & Vision Driver

• Level 1 - Introductory

• Performance Management

• Level 2 - Basic

• Equal Opportunity Employer / Disability / Veteran

• Columbia University is committed to the hiring of qualified local residents.