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MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High School Diploma or GED.

EXPERIENCE:

1. Three (3) years of medical Office experience.

2. Three (3) years of customer service experience.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Associates degree.

2. Medical Assistant Certification.

EXPERIENCE:

1. One (1) year of Supervisory experience.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Provide daily supervision of the medical office staff.

2. Primary contact for VP, Director, or Administrator.

3. Address or escalate patient concerns and praise to include but not limited to:

Billing and insurance inquiries.
Patient experience within the designated practice.
4. Schedule front and back-office staff to meet the needs of the practice in a fiscally responsible manner within budgetary parameters. Handles all staff call-ins and ensures adequate clinic coverage. 

5. Monitor and approve employee timekeeping per budget via KRONOS.  

6. Identify and provide development to office staff.

7. Responsible for monitoring, ordering and maintaining appropriate supply levels. Maintaining equipment and overseeing building maintenance, and repairs.  

8. Works with the Quality & Safety Manager to incorporate highest quality measures and participate in PSN (patient safety net) to provide protocols for the safety of our providers, staff, and patients. In addition, will be a proponent of patient satisfaction and modeling customer service to staff and providers.

9. Lead RCA (Root Cause Analysis) and PI (Performance Improvement) projects.

10. Participate in department meetings.

11. Responsible for staff selection.

12. Actively participate in the corrective action process for assigned direct reports.

13. Provide regular and ongoing feedback to staff to include but not limited to informal feedback, formal coaching sessions, and annual performance appraisals.

14. Serve as an EPIC super-user for ambulatory, cadence, prelude, etc. 

15. Collaborate with Quality, EPIC Trainers and Leadership to develop and implement protocols and SOPs.

16. Promote a positive team-oriented culture in line with the mission, vision and values of WVU Medicine.

17. Ensure staff delivers industry leading patient care and experience.

18. Communicate verbally and in writing with patients, families and visitors in a general and professional manor.

19. Responsible for personal and staff education in the areas of:

· Local, state and national regulatory compliance.

· Healthcare delivery standards and best practices.

20. Delivers provider needs to division administrator or designee.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Sitting for long periods of time.

2. Performs occasional light work including standing, walking, bending, and lifting weights to ten pounds.

3. May be required to lift up to 20 lbs on an infrequent basis.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Medical Office Environment.

SKILLS AND ABILITIES:

1. Ability to prioritize competing demands.

2. Ability to resolve conflicts.

3. Ability to operate and learn computer software programs.

4. Customer service skills.

5. Ability to learn and interpret medical terminology.

6. Organization skills.

7. Ability to manage workflow for self and direct reports.

Additional Job Description:

Scheduled Weekly Hours:

Shift:

Exempt/Non-Exempt:

Company:

Cost Center:

Address:

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.