Job Summary/Overall Objectives

The Office Supervisor will be responsible for daily operation workflow on customer satisfaction in the office. This position oversees projects that are assigned to staff and follows up with management as necessary. This position works collaborative with management to lead practice based quality improvement efforts.

Essential Job Functions

Provides daily staffing management of the physician practice.
Responsible for the staffing schedule ensuring adequate coverage to meet patient care needs.
Assist management to identify opportunities to flex staffing schedule to ensure appropriate coverage.
Hold staff accountable on a daily basis for quality and efficiency of operations, identifying and providing feedback to management regarding performance issues.
Participate as part of the office leadership team, encouraging staff involvement in improving performance, efficiency, and problem solving.
Complete performance evaluations and corrective action/performance improvement plans for staff as appropriate and delegated by management.
Assist management in daily safety of personnel, patients and families.
Ensure staff incorporates national patient safety goals into the practice.
Hold the required fire and safety drills at the location.
Manage the daily service excellence and service recovery efforts of the practice.
Interact with patients, responding to client service recovery issues in accordance with Excela Health Mission and Vision, referring to management when outside scope of authority.
Act as a resource to the staff to address and resolve customer service issues.
Assist the manager to maintain continuous compliance with all regulatory agencies.
Monitor compliance with all standards, policies and procedures, reporting to management with any areas of non-compliance for follow up.
Assist in maintaining and/or decreasing organizational and departmental costs.
Assess customers’ needs and consider customer in decision making processes to ensure customer satisfaction.
Ensure all staff greets customer in a polite and professional manner whether it is on the phone or face to face.
Receive customers and/or answer telephone courteously, determines needs and respond appropriately.
Oversee all projects assigned to staff.
Process correspondence, respond appropriately, and/or direct to the appropriate individual.
Process all legal correspondence according to policies and procedures.
Take accurate messages capturing all pertinent information and direct to the appropriate individual.
Work collaboratively with management to lead practice-based quality improvements efforts; monitor progress toward QI goals.
Develop and implements standard work, in collaboration with management, to ensure consistency and quality of care delivery.
Other duties as assigned.

Competency and Experience [Knowledge, Skills and Abilities]

Required Qualifications/Experience

High School Diploma or higher education.
Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.
Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
Proficient in Microsoft Office applications, including Outlook and Excel.

Preferred Qualifications/Experience

One (1) year supervisory/management experience in an office setting.
Experience in Healthcare setting.

License, Certification & Clearances

Current Basic Life Support (BLS) approved curriculum of the American Heart Association (CPR and AED) program.
Act 33 with renewal
Act 34 with renewal
Act 73 FBI Clearance

Position Type/Expected Hours of Work

Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).
Travel may be expected locally between System locations.

Equal Employment Opportunity

Independence Health and its affiliated companies are Equal Opportunity Employers. It is their policy to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran status, or genetic information, or any other classification protected by law. Independence Health and its affiliated companies will comply with all applicable laws and regulations.

Disclaimer

This job description is not designed to contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. Moreover, duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Work Environment

Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps/shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

Rarely – Less than 0.25 hours or less than 2 reps/shift.

Physical Condition

Essential

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Extreme Heat

Extreme Cold

Heights

Confined Spaces

Extreme Noise(>85dB)

Mechanical Hazards

Use of Vibrating Tools

Operates Vehicle (company)

Operates Heavy Equipment

Use of Lifting/Transfer Devices

Rotates All Shifts

8 Hours Shifts

10-12 Hours Shifts

On-Call

Overtime(+8/hrs/shift; 40/hr/wk)

Travel Between Sites

Direct Patient Care

Respirator Protective Equipment

Eye Protection

Head Protection (hard hat)

Hearing Protection

Hand Protection

Feet, Toe Protection

Body Protection

Latex Exposure

Solvent Exposure

Paint (direct use) Exposure

Dust (sanding) Exposure

Ethylene Oxide Exposure

Cytotoxic (Chemo) Exposure

Blood/Body Fluid Exposure

Chemicals (direct use) Exposure

Mist Exposure

Wax Stripper (direct use)

Non-Ionizing Radiation Exposure

Ionizing Radiation Exposure

Laser Exposure

Physical Demands

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps/shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

Rarely – Less than 0.25 hours or less than 2 reps/shift.

Physical Condition

Essential

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Bending (Stooping)

Sitting

Walking

Climbing Stairs

Climbing Ladders

Standing

Kneeling

Squatting (Crouching)

Twisting/Turning

Keyboard/Computer Operation

Gross Grasp

Fine Finger Manipulation

Hand/Arm Coordination

Pushing/Pulling(lbs. of force)

<10#

Carry

<10#

Transfer/Push/Pull Patients

Seeing Near w/Acuity

Feeling (Sensation)

Color Vision

Hearing Clearly

Pulling/Pushing Objects Overhead

Reaching Above Shoulder Level

Reaching Forward

Lifting Floor to Knuckle

<10#

Lifting Seat Pan to Knuckle

<10#

Lifting Knuckle to Shoulder

<10#

Lifting Shoulder to Overhead

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Excela Health Physicians Practice

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