Practice Operations Supervisor

Grade 105 Job Type: Officer of Administration Bargaining Unit: Regular/Temporary: Regular End Date if Temporary: Hours Per Week: 35 Standard Work Schedule: Building: Salary Range: $75,000 - $85,000 The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting. Position Summary The Practice Operations Supervisor is accountable for the supervision and the pediatric clinical practice, while ensuring the efficiency and stability of the clinical operations in all areas, inclusive of quality, access and value. Supervises and coordinates overall operational and administrative functions to ensure maximum efficiency, high quality patient experiences, and compliance with appropriate HR and regulatory policies. Collaborates with clinical leadership to ensure the department’s strategic goals are achieved by implementation of initiatives. Leads the practice in a manner that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of service, trust, empathy, safety, inclusion, and communication. Responsibilities Keeps current on all organizational, regulatory compliance and patient privacy trainings policies (e.g., infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully completes all required trainings. Compliance oversight of Article 28 practices. Participates in monthly tracer activities and assists in maintaining continuous readiness and regulatory compliance. Ensures compliance for a safe and secure work environment at all sites by following all OSHA, EH&S and public safety policies and guidelines. Ensure that Medical Center, Department and Service Corp policies and procedures are followed. Assists with tracking required regulatory documentation (e.g., BLS, vaccine records, flu reporting) and reporting deadlines. Participates in incident documentation and supports root cause analysis discussions with guidance from leadership. Practice Operations Works collaboratively with physicians, administrative and clinical managers, and staff to ensure the achievement of practice-wide operational and financial goals/metrics. Supervises and coordinates all processes and activities in the area/functions assigned ensuring organizational guidelines and policies are followed. Implement policies and procedures related to patient scheduling and operational issues in the office practice and exam area in collaboration with the medical and administrative staff of the practice. Oversee ordering and stocking of all clinical and office supplies (including PPE) within the office practice suite. Monitor supply use and maintain and adjust par levels as needed. Supports ordering reconciliation, invoice tracking, and vendor coordination under the direction of the Operations Manager. Ensure optimal use of the facility throughout all hours of operation by optimizing staffing ratios, patient density and use of clinical space. Provides on-site support during equipment upgrades and IT implementations, escalating facility concerns as needed. Monitor clinic manager dashboard including, but not limited to: Front Desk, Scheduling, Referrals, In Basket management, etc. Assists in monitoring scheduling workflows where applicable. Monitor all work queues for completion as they apply to practice operations. Monitors completion and processing of all front-end Revenue Cycle activities including, but not limited to, physician billing; copay collection, charge champion, monitoring physician note closure, adherence to billing compliance and all Revenue Cycle procedures, etc. Assist manager in physician billing related dashboard and metrics. Supervise the physical environment of all sites, interfacing with other departments including IT, telecommunications, housekeeping, facilities, and associated vendors. Oversight of sites' cleanliness and safety according to practice standards. Escalates any issues to Environmental Services, Engineering, Central Sterile, Materials Management, etc. and ensures follow through. Creates the daily, weekly, and/or monthly assignment list to ensure adequate clinical coverage and provider support in the practice. Supports staffing coverage coordination during vacations or absences and assists with creating preliminary schedules. Provides cross-site coverage as needed to support operational continuity. Conducts scheduled meetings/huddles with staff to ensure consistent transfer of information, smooth patient flow, and team-driven coordination of care and services. Strategy Monitors key performance indicators and implements performance improvement initiatives, as needed. Supports Manager and/or Director on implementing operational improvements. Works with Operations Manager to utilize electronic medical record dashboards and reports to monitor key performance indicators of operational, clinical and revenue cycle workflows to ensure a holistic view of the practice operation. Collects and shares site-specific data, such as volume trends, staffing coverage, and portal use, to inform performance improvement planning. Supports and mentors staff consistent with the department’s strategic plan, in order to maintain an efficient patient-centered environment ensuring an exceptional patient experience through kindness, inclusion, integrity, accountability, and excellence. Participate in projects and performance improvement activities. Monitors front desk coverage, patient flow, and wait times to flag emerging issues for practice leadership. Participates in customer satisfaction initiatives, displaying a positive attitude in interactions with staff, patients and family members. Monitors patient portal activation rates. Participates as a member of the healthcare team and various interdisciplinary committees to improve patient care and meet patient needs. People Assists with recruiting and human resource management activities. Ensures staff productivity benchmarks and quality measures are achieved. Evaluates staff performance and competencies, approaching the performance review process constructively and conducts it in accordance with Human Resources and departmental guidelines and procedures. Offers continuing guidance and assistance to employees on work activities, procedures, competency development and performance-related issues as appropriate. Ensures leadership is kept aware of performance of each employee on an ongoing basis. Addresses any performance related issues promptly. Promotes staff professionalism and performance with coaching, training and feedback. Mentors others in individual and team accountability, modeling behavior and demonstrating best practices/techniques. Provides temporary coverage for front desk and scheduling roles when needed and assists in staff onboarding and cross-training. Supports communication and coordination between clinical sites, facilitating collaboration with CU referring physicians, the Practice Administrator, and other locations across the Columbia/NYP/Cornell network. Compliance Keeps current on all organizational, regulatory compliance and patient privacy trainings policies (e.g., infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully completes all required trainings. Compliance oversight of Article 28 practices. Participates in monthly tracer activities and assists in maintaining continuous readiness and regulatory compliance. Ensures compliance for a safe and secure work environment at all sites by following all OSHA, EH&S and public safety policies and guidelines. Ensure that Medical Center, Department and Service Corp policies and procedures are followed. Assists with tracking required regulatory documentation (e.g., BLS, vaccine records, flu reporting) and reporting deadlines. Participates in incident documentation and supports root cause analysis discussions with guidance from leadership. Other duties as assigned Minimum Qualifications Bachelor’s degree or equivalent in education and experience required; plus four years of related experience Preferred Qualifications Excellent organizational skills, time management and the ability to set priorities among multiple competing objectives, tasks and initiatives is required. Demonstrated proficiency in project management skills including executing technical and operational project activities with cross-functional teams. Demonstrated proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applicable to areas of responsibility. Candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely manner. Demonstrated proficiency in problem assessment, resolution, and collaborative problem solving in complex, and interdisciplinary settings. Ability to communicate effectively in both oral and written form. This position requires the ability to interact positively, constructively and effectively with professional staff, providers and organizational stakeholders. Must be able to create and deliver presentations for organizational stakeholders. Ability to lead and mentor team through new and changing situations. Demonstrate a professional and compassionate manner while conveying a positive image of the practice. Ability to work independently and follow-through and handle multiple tasks simultaneously. Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations. Working proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs. Must be a motivated individual with a positive mindset and exceptional work ethic. Must successfully complete systems training requirements. Demonstrates integrity in daily work, promoting trust, accountability, and professionalism within the team. Collaborates effectively with staff, peers, and leadership, contributing to positive working relationships across units and functions. Other Requirements Physician practice experience preferred. Experience in regulated healthcare settings, including familiarity with Joint Commission requirements and standards. Equal Opportunity Employer / Disability / Veteran Columbia University is committed to the hiring of qualified local residents. #J-18808-Ljbffr Columbia University Irving Medical Center