Practice Operations Coordinator (CNPA)

Overview In collaboration with the Practice Operations Manager and other members of the management team, provide administrative and business leadership support and coordination for Children’s Pediatricians and Associates. The Clinical Operations Coordinator will coordinate clinic operations including scheduling, clinic flow and charge capture, assist in training, mentor, and develop staff or work independently within the clinic setting. Emphasis is placed on customer service, patient satisfaction, staff development, quality assurance and fiscal goals. Responsible for maintaining a productive and professional environment, promoting excellent internal and external customer relations and coordinating assignment of tasks to support staff. Minimum Education Bachelor’s Degree or equivalent experience required. Minimum Work Experience 5 years experience in a medical/business office setting, one year of which must be supervisory experience. Required Skills and Knowledge Excellent customer service skills. Strong organizational, interpersonal and written communication skills. Ability to prioritize and manage multiple responsibilities. Ability to work independently on assigned tasks and follow through to completion. Good supervisory skills. Support project management and details. Excellent consumer relations skills. Knowledge of physician billing practices, insurance eligibility and verification, scheduling and clinical workflow, referral, lab and chart management. Proficiency with Microsoft Word, Excel and PowerPoint. Functional Accountabilities Revenue Enhancement Monitor volume of clinic visits, wait times, no show rates, denials, patient service charges and clinic cancellations; report metrics monthly and identify opportunities for operational and process improvement. Proactively work with payers to improve patient engagement and compliance of EPSDT services. Identify operational issues and opportunities for improving practice performance in collaboration with practice leadership and CP&A support teams. Work with providers and Practice Manager to identify and respond to problems timely, upon guidance of practice leaders. Ensure policy and procedures for CNHS and CP&A are being followed. Administrative Participate in the implementation and evaluation of services, programs, projects and performance standards to achieve departmental and practice goals. Provide daily support of staff activities with regard to workload requirements and available resources. Provide troubleshooting, problem‑solving and backlog reduction expertise to staff. Monitor appointment and registration quality, report problems and recommend solutions to ensure standards are met. Monitor clinic flow, support the implementation of performance improvement initiatives to ensure physician and staff productivity. Serve as secondary contact for all administrative services for practices based at the location, including facility matters, materials management, security and communicate as necessary with relevant parties. Work with practice and department leadership to help maintain performance metrics and evaluation tools for measuring each aspect of clinical operations and quarterly performance indicators reports. Assist in the oversight, coordination and completion of specific projects; works with leadership to set priorities. Assist in day‑to‑day operations of the CP&A clinic(s), including patient check‑in, flow and check‑out. Perform referral coordination workflow, including Direct Messaging. Review immunizations and Meaningful Use compliance of scheduled patients. Prepare patient schedules, contacting and following up with patients that could not be reached during office hours. Assist in training new clinical support and administrative staff and perform Patient Service Representative and clinical support duties, when needed. Review daily encounters for completion, managing no shows with follow‑up and carrier intervention, support for the Practice Operations Manager during leave. Compliance Promote awareness of and adherence to organizational, state and federal regulatory standards to ensure quality of patient service delivery. Participate in the ongoing assessment of Practice Operations policies and procedures to establish continued feasibility. Monitor and promote compliance with federal law concerning victims of crime. Customer Service, Teamwork & Communication, Cost Management/Financial Responsibility Anticipate and respond to customer needs; follow up until needs are met. Demonstrate collaborative and respectful behavior. Partner with all team members to achieve goals. Receptive to others’ ideas and opinions. Use resources efficiently and seek less costly ways of doing things. Organizational Accountabilities and Safety Contribute to a positive work environment. Demonstrate flexibility and willingness to change. Identify opportunities to improve clinical and administrative processes. Make appropriate decisions using sound judgment. Speak up when team members exhibit unsafe behavior or performance. Continuously validate and verify information needed for decision making or documentation. Stop in the face of uncertainty and take time to resolve the situation. Demonstrate accurate, clear and timely verbal and written communication. Actively promote safety for patients, families, visitors and co‑workers. Location and Details Primary Location: Upper Marlboro, MD Other Locations: Waldorf, MD Work Location: CNPA Upper Marlboro Position Status: Regular #J-18808-Ljbffr Children's National Hospital