Office Manager

The Squirrel Hill Office Manager is responsible for on-site, day-to-day functional operations of one or more SHHC sites in accordance with the Mission of the Squirrel Hill Health Center (“SHHC”).  The Office Manager ensures that all support staff members at that site/s, including Front Office staff, Medical Assistants, and Call Center Representatives when applicable, have the skills, knowledge, and equipment to perform their duties and meet both organizational and patient needs.  [JD1] 

The Squirrel Hill Office Manager will also provide direct services to patients in the front office and exam room(s) at the direction of the COO and will support the clinicians in providing high quality patient care to all SHHC patients.  

OFFICE MANAGER RESPONSIBILITIES:

• Recognizes quality patient service and satisfaction as a top priority.
• Present on site full-time, available to staff and present for rounding.
• Supervises Call Center Representatives, Medical Front Office Coordinator’s and Medical Assistants.
• Monitors patient schedules, coordinates sequencing of urgent/walk-in patients, and provides assistance to co-workers to maintain a smooth and efficient patient flow for the entire clinic. 
• Serves as the contact for SHHC to coordinate services such as cleaning, answering service, and other services as assigned by COO.
• Works collaboratively with COO to always ensure smooth and cohesive organizational operations throughout SHHC.
• Works with Human Resources to recruit, interview, select and orient qualified employees for support positions at her/his sites, including Front Office Coordinators, Call Center Representatives, and Medical Assistants.
• Supervises, reviews, and works to retain those employees.
• Completes annual required training and procedural signoffs at the direction of the COO.
• Collaborates with and accepts direction from the Nurse Manager for required Medical Assistant proficiency and training to ensure all assigned staff are proficient in required skills on a quarterly basis and all required training is complete.
• Provides timely staff evaluations, which reflect individual performance and goals, for staff under their own supervision.
• Works with other members of leadership to coordinate SHHC staff schedules, to ensure a smooth flow of patients and appropriate staffing at all levels.
• Creates work schedules and ensures that all staff are informed of and adhere to work schedules. 
• Ensures prompt and accurate timekeeping by staff.
• Ensures Call Center staff answer and return calls in a timely manner.
• Keep supplies stocked at office.
• Is responsible for maintenance of facilities and equipment, including housekeeping arrangements, telephones, fax machines, copiers, postal meters and other equipment.
• Ensures all areas of the facility are clean, organized, stocked, and free of safety hazards. 
• Assesses educational needs of administrative office staff, creating and implementing learning opportunities to maximize performance and competency.
• Facilitates training in and appropriate use of the electronic health record system, at the site/s.
• Ensures that all patient records are completed in a timely and accurate fashion.
• Works with the executive team in annual review and revision of front office and billing policies and procedures in accordance with regulatory guidelines.
• Works with the executive team to ensure that all other policies and procedures are up to date and reviewed annually in compliance with regulatory guidelines.
• Serves as a resource to other members of the health care team to facilitate the delivery of high quality, culturally appropriate patient care.
• Facilitates the quality improvement process through data collection and analysis.
• Participates in activities designed to promote continuous learning and updating of skills.
• Complete and distribute the SHHC Onsite schedule on a Weekly basis for all team members.
• Reviews and monitors workflow and recommends process improvements to the COO.  
• Ensures that all office areas and exam rooms are kept professional, stocked, clean, tidy, well organized and ready for patients and clinicians at all times.  
• Ensures that personal work areas are kept professional, clean, tidy and well organized at all times. 
• Works collaboratively and communicates effectively with Providers, RNs, Front Office Coordinators, Medical Assistants and other support staff to ensure smooth patient flow throughout the center.   
• Process and resolve inquiries and complaints related to patient care services in coordination with other managers and COO.  
• Maintains confidentiality and is compliant with HIPAA. 
• Adheres to all SHHC policies and procedures. 
• Accurately document all necessary information in the electronic health record system in a timely fashion.    
• Provides support to the COO.
• Read and respond to work emails, Teams messages, Ring Central and other software platforms that support daily operations at SHHC. 
• Foster a spirit of teamwork and instill a sense of company pride in his/her teams. 
• Other Duties as assigned by the COO and executive team.
• QUALIFICATIONS:
• BA/BS in relevant field or equivalent on the job training.
• At least five years’ experience managing a medical practice preferred. 
• Excellent communication and computer skills.
• Ability to work in a dynamic environment, maintaining flexible hours.
• Ability to help foster growth of a multi-site community health center.
• Experience with primary care practice as well as mobile medical units and/or dental practice preferred.
• Knowledge of a second language a plus.
• All required immunizations including annual influenza.
• Must be committed to serving underserved populations.