The Clerical Supervisor is professionally responsible for front-end operations, offering their support, guidance & participation in the following activities: reception staff scheduling, welcomes patients to Community Health Programs and checks all pre-exam requirements. S/he verifies insurance coverage, collects co-payment and notifies providers that patients have arrived for their appointments. S/he is responsible for supporting the smooth flow of patients as scheduled. Will actively address performance issues of reception staff and escalate other matters as needed to Practice Manager. Will work in concert with Practice Manager and other office Leads to promote the best possible patient care experience, accurate and timely records and revenue cycle and support a high performing team. This person will support CHP’s mission, vision, and values and will adhere to compliance protocols as well as CHP’s policies and procedures.

Clerical Supervisor Essential Duties and Responsibilities:

• Responsible for supervision and direction of all clerical functions and staff.
• Plan, coordinate and develop work schedules for assigned staff to ensure adequate coverage.
• Assist Practice Manager with performance evaluation of assigned staff.
• Work in collaboration with all CHP Practice Managers to perform education and training for clerical staff when required.
• Travel to all CHP locations as requested.
• Participates in and sometimes leads improvement initiatives. Assures improvement initiatives are executed and adhered to.
• Communicates openly with Practice Manager, staff and physicians for problem resolution.
• Actively fosters and contributes to a positive work environment.
• Monitors and promotes a clean and professional office setting with regular office rounds.
• Conducts annual staff competencies timely & as instructed, including as needed throughout the year (ex. Health Stream, training for new equipment, or updated procedures).
• Manages waitlists and patient access with a focus on patient-centeredness.
• Assessed the scheduling practices on an ongoing basis to optimize provider availability relative to call volumes and community need.
• Able to field patient complaints before potentially escalating to Practice Manager.
• Provides necessary information and feedback to facilitate the development of an accurate and sustainable operating budget for the office.
• Performs clerical duties as requested.
• Work collaboratively with the Billing Department to assure accuracy and timeliness of practice billing and educate assigned staff appropriately.
• Oversee practice operations in absence of the Practice Manager.
• Performs other duties as requested or assigned.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Adaptability: Flexible style, receptive to change. Possesses the ability to change to fit circumstances and adjusts with ease.
• Excellent Patient Service Skills:
  • Professional - Keeps own emotions in tact
  • Manages difficult or emotional patient situations with respect and kindness;
• Responds promptly to patient needs for service or assistance, soliciting patient feedback to improve service.
• Demonstrated ability to effectively complete assigned tasks correctly and on time.
• Supports the mission, values, and vision of CHP.
• Safety and Security - Observes safety and security procedures.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.

Essential Skills and Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED); Bachelor’s Degree preferred
• Excellent computer skills including knowledge of Microsoft Office.
• Prior EMR experience a plus, patient scheduling experience is required.
• Minimum 3 years of related experience in a leadership role.