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.
Operates Vehicle (company)
Use of Lifting/Transfer Devices
Overtime(+8/hrs/shift; 40/hr/wk)
Respirator Protective Equipment
Head Protection (hard hat)
Paint (direct use) Exposure
Cytotoxic (Chemo) Exposure
Blood/Body Fluid Exposure
Chemicals (direct use) Exposure
Wax Stripper (direct use)
Non-Ionizing Radiation Exposure
Ionizing Radiation 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.
Keyboard/Computer Operation
Pushing/Pulling(lbs. of force)
Transfer/Push/Pull Patients
Pulling/Pushing Objects Overhead
Reaching Above Shoulder Level
Lifting Seat Pan to Knuckle
Lifting Knuckle to Shoulder
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.
