Supervisor, Center Administration

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The Supervisor, Center Administration is responsible for general office management responsibilities, such as: hire, train and monitor administrative needs. The goal of the Supervisor is to help maximize efficiency within an organization, increase the organization’s productivity, increase profits while reducing costs, and ensure the production and delivery of high-quality service that suit patients’ needs. The Supervisor ensures that every single day-to-day operation in an organization supports and helps to achieve that organization’s unique goals.

Role Responsibilities:

• Accountable for practice support operations through analysis and review of procedures and practices.

• Optimize work methods to improve operational effectiveness and efficiency.

• Supervise Practice Support operations at a single location.

• Ensure appropriate staffing to maintain an uninterrupted patient experience.

• Oversee hiring and onboarding new Practice Support staff.

• Complete payroll for designated Practice Support staff.

• Provide employee coaching as needed and complete annual performance evaluations.

• Serve as Super-User for EHR and liaison for approved workflows supporting all Specialty Practice Support functions.

• Train appropriate Practice Support staff on all practice support procedures.

• Collaborate with various departments on training, workflow implementation, and process improvement.

• Establish and implement goals and objectives for all Specialty Practice Support functions.

• Maintain knowledge of collections and insurance verification.

• Ensure staff accountability for time-of-service collections.

• Oversee data collection and reporting, including:

• Patient Satisfaction Survey reports, follow-up calls, and feedback reporting to leadership.

• Patient volume tracking to ensure proper coverage.

• Staff Radix usage reports.

• Collaborate with billing to identify and resolve billing-related issues.

• Monitor appointment scheduling functions.

• Maintain resources and schedule changes for the assigned Primary Care office.

• Communicate schedule changes to all necessary departments for consistency and accuracy.

• Monitor provider schedules, patient appointments, and patient flow.

• Meet with leadership to discuss scheduling improvements and streamline processes.

• Ensure Practice Support staff are trained and follow pre-visit workflows.

• Monitor Practice Support staff processes for check-in and check-out.

• Ensure effective communication with Centralized/Shared Services departments, including:

• Centralized Telephone Operations

• Revenue Cycle (Billing, Coding, Eligibility, and Benefits)

• Medical Records

• Referrals/Ancillary Referrals

• Specialty Scheduling

• Provide support for technology concerns and implementation of new processes.

• Perform basic computer and internet troubleshooting.

• Handle patient interactions to support patient flow, address concerns, and assist with daily operations to ensure patient satisfaction.

• Work with appropriate departments to resolve patient delays, concerns, and billing questions.

• Communicate regularly with care center leadership to address concerns, answer questions, and review departmental performance.

• Ensure proper coverage when staff call out.

• Maintain knowledge needed to assist staff when necessary.

• Ensure the Practice Support department meets organizational standards.

• Communicate regularly with the Care Center Manager to review procedures, practices, and operational concerns.

• Provide clear and concise communication to ensure timely and effective information flow across multiple locations.

• Work closely with the Care Center Manager, Clinical Supervisor, and Medical Director.

• Monitor completion of daily close to ensure accurate collection and filing.

• Apply Lean process improvement principles to create an efficient work environment.

• Analyze systems and procedures and recommend changes that improve patient care quality and operational efficiency.

• Perform other duties as assigned, including:

• Reset passwords, troubleshoot basic connectivity issues, or identify appropriate resources for resolution, such as submitting a Service Desk ticket.

• Set up Zoom Meeting connections in conference rooms or cafés.

• Keep Practice Support Supervisors, Clinical Supervisors, and Care Center Managers informed of process changes within the Specialty Division.

• Oversee deposits and reconciliation of cash bags on a regular basis.

• In collaboration with the Care Center Manager, manage patient panel reports to ensure accuracy of panel assignments and insurance PCP assignments.

Use your skills to make an impact

Required Qualifications

• 1+ years of management experience required

Preferred Qualifications

• 2+ years of experience in a healthcare organization

• Bachelor’s degree in Healthcare Administration

• Knowledge and understanding of Lean Process

• CMPE or FACMPE certification

Knowledge, Skills and Abilities

• Knowledge of organizational policies and procedures

• Knowledge of human resource management techniques

• Knowledge of office management techniques and practices

• Proficiency in Microsoft Office applications, including Word and Excel

• Excellent organizational and time management skills

• Outstanding verbal and written communication skills

• Ability to set, define, assign, monitor, and evaluate task and goal outcomes

• Strong problem-solving skills

• Skill in developing and implementing recruitment materials

• Strong analytical thinking and strategic planning skills

• Ability to clearly communicate and apply policies and principles to solve everyday problems and manage a variety of situations

• Ability to plan, exercise initiative, solve problems, and make decisions

• Ability to read, interpret, and apply clinic policies and procedures

• Ability to identify problems and recommend solutions

• Ability to establish priorities and coordinate work activities

• Ability to project a positive and professional image

• Ability to coordinate and prioritize multiple tasks, projects, and schedules

• Ability to establish and develop effective working relationships

• Ability to communicate effectively with all levels of employees and facilitate group processes and change

• Ability to develop and deliver effective presentations and serve as a trainer when qualified

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$58,700 - $70,400 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being.About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.