Clerical Supervisor III

Responsible for overall front end revenue cycle functions. Effects ongoing quality, productivity and efficiency in daily operations of departments and services by providing office management and supervision of non-clinical employees, serving as administrative and financial resource person, providing backup support for all administrative positions, and interfacing with referral sources, insurers, hospital staff, physicians, and customers. Areas of responsibility include but not limited to referrals/orders, scheduling, registration, charge entry, regulatory compliance, medical records, staff education and staffing. Supervises 20 or more FTEs.

Coaching and Counseling

• Provide ongoing and annual feedback on performance and identified leadership characteristics / behaviors
• Assure completion of required credentialing / skills validation and competency testing
• Ensure compliance with organizational policy and procedure
• Coach and counsel staff as needed to promote self development

Staff Development

• Facilitate activities to meet identified staff learning needs
• Facilitate staff involvement in management of processes
• Involve staff in decision making within area
• Facilitate involvement on project / PI teams
• Coordinate and collaborate on orientation and continuing education for staff
• Recruit and hire staff as needed to meet departmental needs

Process Improvement

• Identify opportunities to improve patient care and non-clinical processes based on feedback from the customer
• Monitor key performance metrics and goals of patient care nonclinical core processes
• Collaborate with other departments or disciplines to achieve desired outcome
• Communicate the status of core processes / activities to appropriate leaders

Resource Management

• Monitor assigned budget metrics
• Meet assigned salary and supply budget target on an annual basis
• Manage and process time and attendance
• Monitor and identify opportunities to enhance productivity and efficiency in human and material resource utilization

Teamwork and Communication

• Work within a team to achieve patient and team goals
• Share and initiate regular and professional communication with co-workers
• Facilitate and participate in regular staff meetings

Additional Responsibilities

• Demonstrate excellent customer relations skills
• Communicate with patients, families, physicians and co-workers in a positive and courteous manner
• Provide ongoing and annual feedback on performance and identified leadership characteristics and behaviors
• Coach and counsel employees to achieve success in their role
• Assist in staffing and making sure work assignments are balanced with workload requirements and budget capabilities
• Maintain a good working knowledge of the Epic practice management system and work queues
• Manage daily operations of revenue cycle functions
• Prepare assigned reports
• Prepare accounts payable and purchase order requisitions
• Order office supplies
• Ensure grants, JCAHO and other regulatory compliance
• Handle patient billing problems
• Manage daily operations of non-clinical staff
• Assist in all non-clinical duties as needed
• Market services to community-based Physicians

Dimensions

• Ensure EPIC work queues are completed in a timely manner

Human Experience

• Provide guidance to team members as they navigate patient concerns through teaching, good communication and trust building behaviors
• Seek feedback from team members for innovative ideas to improve the experience for both patients and team members
• Utilize relationship building skills through rounding to provide training and coaching to team members for how to effectively connect with patients
• Provide guidance, training and coaching to team members on Always Event behaviors and use patient feedback to create innovative ideas to meet patient needs
• Acknowledge the diversity of your team and patients and model an inclusive environment by involving others in decision making
• Ensure team members have pertinent information to educate patients on procedures and processes
• Be a role model for the mission, vision and values through interactions with team members and patients
• Demonstrate our people credo by using influence to instill passion in team members to care for each other, our patients and our communities

• Education: Associates Degree in Health or Business Administration, required. 
• Experience: Three years of clerical experience in a medical office setting, required. With one year of supervisory experience, preferred. 
• Additional Skills (required): Knowledge of organization policies and procedures. Knowledge of fiscal management and humanresource management techniques. Knowledge of office management techniques and practices.Knowledge of computer systems and applications. Skill in gathering, analyzing, and evaluating data. Skill in written and verbal communication. Ability to apply policies and principles to solve everyday problems and deal with a variety of situations. Ability to exercise initiative, problem-solving, decision making. Ability to read, interprets, and applies clinic policies and procedures. Ability to identify problems and recommend solutions. Ability to establish priorities and coordinate work activities. Physical requirements: Stand and move around the majority of the day; climb; lift patients and equipment; sit occasionally; bend and stoop; push / pull wheelchairs, carts, and beds; see, hear, speak, smell, and touch.

At Novant Health, we believe remarkable care starts with compassion for our patients, our communities, and each other. We value belonging, courage, personal growth, and teamwork, creating a space where everyone is respected, supported, and safe to show up as their full selves.