GENERAL SUMMARY

Responsible for the management of multiple Ambulatory Business Operations offices in a geographic region and ensures optimal functioning in the areas of customer service excellence and operational quality and efficiency. Areas of focus and responsibility include service excellence, reception environment, registration, scheduling, insurance verification and referral authorization, payment collection, daily cash management, data driven management, and computer and telephone systems. Monitors supervisors; coaches and develops supervisors. Ensures appropriate supervisory coverage for the patient volume at multiple clinics. Assists Director with the implementation of organizational initiatives. May serve as subject matter expert for the Business Office in service excellence, registration, new hire and continuous training, or data analysis.

PRINCIPLE DUTIES AND RESPONSIBILITIES

1. Exercises overall leadership and administration of clinics' non-clinical operations for multiple locations in a geographic region. 2. Monitors Ambulatory Business Operations Supervisors. Supports Supervisors in human resource management, liaison role with internal customers, and data analysis. 3. Responsible for all aspects of performance management including but not limited to performance evaluations, corrective action documentation and execution, completion by staff of mandatory training, staff growth and development. 4. Serves as liaison to Service Line Directors and Site Directors to exchange information, share goals, solve problems. 5. Ensures Ambulatory Business Operations is meeting Service Level Agreement. 6. Interviews applicants; on-boards new hires. 7. Monitors Press Ganey scores for patient satisfaction indicators and manages accordingly. 8. Continually reinforces training to increase First Time Registration Quality for an accurate and complete registration. 9. Actively involved in daily problem solving, workload balancing, resolving workflow obstacles and bottlenecks, and interacting with dissatisfied patients. 10. Analyzes performance data and reviews with staff. Creates performance improvement plans, when necessary, based on data review. 11. Creates optimal department functioning using data-driven management. Reports department performance and performance improvement plans to local leadership. 12. Reports to the Director, Business Operations and cultivates strong, positive relationships with Clinic Leadership, Service Line Directors, and Site Directors. 13. Works with Director and Supervisors of Business Operations and Clinic Leadership to implement system initiatives and continuously examines and improves business processes. 14. Assists in developing departmental budgets. 15. Attends meetings and participates on committees as needed and/or directed. 16. Develops implementation steps and procedures for policies. Manages the implementation of policies and procedures. 17. Compiles data for and prepares regularly scheduled or special reports, analyses, and statements. 18. Oversees telephone and computer functionality, provides hands-on technical support, training for staff, and key contact for IT team to address and resolve related issues 19. Maintains professional growth and development. 20. Performs other related duties as assigned or requested. This position supports sites in the following locations: Dearborn, Gross Pointe, Sterling Heights and Plymouth.

EDUCATION/EXPERIENCE REQUIRED

Bachelor's degree in Healthcare Administration, Business, or a related field, OR Eight (8) years of front desk registration leadership experience. Two (2) years of supervisory experience or coordinating the work of others. Proficient in all aspects of

World Class Service Excellence:

Chief First Impression Officer, AIDET, Service Recovery (HEART). Proficient in Epic EHR or equivalent electronic health record (EHR) systems. Demonstrated ability to work with detailed information. Ability to work effectively with populations of diverse backgrounds and ages. Dependable and punctual. Strong organizational skills and ability to multi-task.

Additional Information Organization:

Corporate Services Department:

Ambulatory Bus Ops-ED Shift:

Rotating Union Code:

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