PM Specialties Supervisor (5813)

PAY TRANSPARENCY STATEMENT:

In accordance with The Massachusetts Pay Transparency Act, BNHC provides reasonable pay range for each posted position. Actual compensation will be based on multiple factors such as relevant experience, education and training to determine offered rates. This range represents the organization's good faith estimate of the possible compensation at the time of posting.

POSITION SUMMARY:

The PM Specialty Supervisor for Behavioral Health, including HRC Behavioral Health, and Eye Services is responsible for overseeing practice management staff and daily operations for these departments under the leadership of the Director of Practice Management.

PROFESSIONAL BEHAVIOR:

• Demonstrates leadership in a professional, respectful, and objective manner.

• Shows responsibility, reliability, and accountability in daily work.

• Maintains confidentiality and uses discretion in all work-related conversations.

• Communicates and interacts with patients, co-workers, and external professional contacts in a pleasant, courteous, and considerate manner.

• Prioritizes competing demands, manages interruptions, adapts to change, uses time effectively, and works independently when appropriate.

• Follows the appropriate chain of command.

• Participates in continuing education and professional development opportunities to support ongoing growth.

COMMUNICATIONS:

• Uses professional verbal, written, and interpersonal communication skills.

• Regularly shares relevant information from supervisor meetings, workflow committee meetings, and other meetings with assigned staff through staff meetings, departmental emails, memos, or individual communication.

• Maintains regular communication with supervisors and management, including sharing staff feedback, workflow concerns, and operational updates as appropriate.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. Oversees departmental personnel matters, including interviewing, hiring, performance management, corrective action, training, development, and support of assigned staff to meet or exceed departmental performance standards.

1. Supports the hiring and ongoing development of bilingual and multicultural staff, including initial and continuous training.

1. Monitors staffing levels and maintains adequate coverage while working within budget guidelines.

a) Maintains a backup plan for per diem staffing.

b) Secures backup coverage when staff are out.

c) Ensures staff take scheduled lunch periods and breaks.

d) Monitors staff attendance and tardiness.

e) Reviews and approves staff payroll timecards.

1. Performs staff evaluations, recommends merit increases, and manages terminations as needed and in accordance with organizational policy.

1. Provides backup support to supervised departments as needed.

1. Schedules, prepares materials for, and conducts monthly departmental meetings.

1. Ensures supervised departments remain compliant with JCAHO, HIPAA, and other applicable standards and regulations.

1. Supports ongoing staff compliance with HIPAA Privacy and Security Regulations through monitoring, coaching, and follow-up.

1. Monitors departmental volume and staffing needs while working within budget guidelines.

1. Participates on at least one performance improvement team annually.

1. Attends Workflow Committee meetings.

1. Maintains high levels of customer service and patient satisfaction in assigned departments and supports quality improvement efforts related to service delivery.

1. Plans and implements new services in collaboration with involved departments and identifies areas needing review, including supplies, equipment, staffing, workflows, and protocols.

1. Monitors departmental call volume and trains staff on phone etiquette, workflows, and scheduling guidelines.

1. Monitors check-in accuracy, including completion of demographic information, insurance verification, and copayment collection.

1. Tracks departmental referrals from order entry through scheduling and closure.

1. Monitors completion of insurance referrals and prior authorizations to ensure timely processing.

1. Supports department clinical managers and directors with opening and blocking schedules.

1. Runs and reviews reports, including No-Show, Recall, Azara, and other operational reports needed to support efficient department operations.

1. Receives departmental patient complaints and works toward immediate resolution when appropriate before referring concerns to the appropriate supervisor.

1. Manages assigned departmental functions and supports consistent, effective day-to-day operations.

Qualifications

MINIMUM SKILLS AND KNOWLEDGE REQUIREMENTS:

Duties necessitate knowledge of Electronic Practice Management system and referral systems. Three years of clinical secretary experience within a Practice Management department at a Health Center or Medical Facility is required. High school diploma or equivalent is required. An Associates Degree is preferred. Work experience in a multicultural setting is desired. Proficiency in work processing equipment, computer, scanner, laser printers, various copy machines, voicemail systems and 10-key pad calculator. Bi-lingual strongly preferred.

WORKING CONDITIONS:

Works in a busy community health center in a high crime, urban neighborhood. Interruptions are present and can be disruptive to workflow. Stress is present due to high volume of work, diversified nature of activities frequent crisis and deadlines. Performs other employee duties to cover for staff absences. Schedule varies as needed for emergencies.

PHYSICAL REQUIREMENT:

Physical demands requiring lifting of small pieces of equipment and/or boxes not to exceed 20 pounds. Interoffice walking required. Visual acuity sufficient for frequent reading and computer work. Hearing acuity sufficient for holding conversations with or without the use of audio devices.