University of Colorado | CU Anschutz Medical Campus

School of Medicine Dean’s Office, Community Practice Division

Office Supervisor - Highlands Ranch

Healthcare Senior Professional

Position #00795652 – Requisition #25518

* Applications are accepted electronically ONLY at www.cu.edu/cu-careers *

The University of Colorado has a requirement for COVID-19 vaccinations and full completion thereof by 9/1/21 or upon start date. Information regarding this requirement, and exemptions can be found at:

Exemptions vary by campus location/department.

Campus/Unit-Specific Exemptions:

• Anschutz Campus – Exemptions are allowed for medical or religious reasons.
• Denver Campus - Exemptions are allowed for medical, religious, or personal reasons.
• Consolidated/Central Services Administration – Will follow Anschutz policy on exemptions.

The University of Colorado Anschutz Medical Campus seeks individuals with demonstrated commitment to creating an inclusive learning and working environment. We value the ability to engage effectively with students, faculty and staff of diverse backgrounds.

School of Medicine Dean’s Office, Community Practice Division has an opening for a full-time University Staff (unclassified) Healthcare Senior Professional, Office Supervisor - Highlands Ranch.

The University of Colorado Anschutz Medical Campus is a public education, clinical and research facility serving 4,500 students, and a world-class medical destination at the forefront of life-changing science, medicine, and healthcare. CU Anschutz offers more than 42 highly rated degree programs through 6 schools and colleges, and receives over $500 million in research awards each year. We are the single largest health professions education provider in Colorado, awarding nearly 1,450 degrees annually. Powered by our award-winning faculty, renowned researchers and a reputation for academic excellence, the CU Anschutz Medical Campus drives innovation from the classroom to the laboratory to the delivery of unparalleled patient care. Read CU Anschutz Quick Facts here.

Position Summary:

The Office Supervisor coordinates activities with the Practice Manager to ensure efficient, cost-effective business operations of the practice on a day-to-day basis by performing a variety of tasks. Collaborates with the Practice Manager and physicians to facilitate exceptional customer service. The Office Supervisor collaborates with the Practice Manager to plan, organize, communicate, coordinate, administer, teach and evaluate nonclinical staff in their service to patients. The Office Supervisor contributes to the growth of the medical practice by promoting an excellent, positive, professional image and actively participates as a member of the team and carries out all leadership responsibilities in accordance with the policies and procedures of the practice and the University of Colorado School of Medicine (CUSOM).

Position Responsibilities:

Daily Operations

• Collaborates with the Practice Manager and other site supervisors to coordinate the day-to-day activities of the practice site.
• Adheres to and utilizes practice objectives as defined by the Practice Manager and physicians.
• Collaborates with the Practice Manager and physicians to assist in the implementation of standards of practice. Assists in evaluating standards of practice through observation, contact with patients, review of records, and feedback from staff, Practice Manager and physicians.
• Performs and facilitates related tasks to supporting physicians in fulfillment of patient service needs.
• Assists in the organization of activities to ensure patient satisfaction, quality interactions, and patient access to the practice.
• Promotes customer service initiatives.
• Regularly assesses accessibility and efficiency of scheduling, registration, check-in/-out, billing, referral and prior authorization operations; works with Practice Manager to adjust processes accordingly.
• Assists Practice Manager and clinical team in collaborative efforts with drug companies and representatives in the planning and implementation of education/teaching programs for patients and indigent patient populations.
• Ensures nonclinical team anticipates needs and makes appropriate chart preparations for patient visits in advance of appointments.
• Responsible for co-pay collections, account payments, and accurate daily balancing of drawers.
• Uses resources and completes assignments in the most cost-effective manner.
• Willingly adapts to changing workloads and helps others when they are busy.
• Uses critical thinking through prioritizing and managing daily business operations.

Leadership & Professionalism

• Promotes and maintains an environment of professional excellence.
• Responsible for the orientation process of new staff hires and assists in the ongoing training and development of all staff to maintain required competencies.
• Delegates tasks appropriately while maintaining accountability for outcome; fosters staff autonomy.
• Collaborates with the Practice Manager to initiate, coordinate and monitor performance improvement plans of nonclinical staff. Maintains strictest confidentiality. Assists the Practice Manager in the evaluation process.
• Works as a leader in all nonclinical areas. Works as a team member. Fills in for staff as necessary and as able/within scope.
• Practices and promotes professional care within legal and ethical standards.
• Encourages an environment of teamwork with other employees.
• Demonstrates flexibility and creativity in dealing with unforeseen developments through participative leadership and problem-solving.
• Utilizes leadership skills to promote adherence to departmental staffing policies.
• Mobilizes staff cooperation and participation in implementation of change.
• Assists with development and implementation of CU Community Practice policies and procedures.
• Maintains membership in professional organizations as applicable.

Communication

• Utilizes effective communication systems to ensure flow of patient services and continuity of care.
• Maintains open lines of communication with all staff, supervisors, Practice Manager and physicians.
• Assists Practice Manager with informing staff and physicians of applicable informational updates.
• Communicates performance expectations to staff and holds staff accountable to respective job roles and responsibilities.
• Maintains open lines of communication with the Practice Manager concerning practice activities that include operational, performance or disciplinary issues.
• Collaborates with the Practice Manager and other site supervisors to coordinate regular staff meetings and educational opportunities for advancement.
• Ensures any patient or third-party medical record Requests for Information (ROI) follow HIPAA and Health Information Management (HIM) standards and policies.

Business/Financial

• Maintains a working knowledge of managed care and value-based care models, coding and billing procedures, and medical records utilization management. Also maintains working knowledge around commercial, government and self-pay reimbursement models.
• Maintains a working knowledge of accepted payer plans, including governmental and grant programs. Serves as an expert in this area with all staff, supervisors, Practice Manager and physicians.
• Collaborates with the Practice Manager by effectively assessing and communicating nonclinical staffing needs, supplies and equipment. Monitors inventory and supply utilization. Assists the Practice Manager in the ordering processes of clerical supplies and standard office equipment.
• Assists Practice Manager with the determination and justification needs for systems equipment and supply purchases.
• Assists Practice Manager with monitoring & ensuring medical coding flags/recommendations are promptly attended to and appropriately edited by providers.
• Assists with the development and revisions of contingency plans on a monthly basis to ensure patient access and visit volume targets are met.
• Reviews operational reports (missing charges, late charges, open encounters, denials, etc.) to identify trends or issues and assists Practice Manager with addressing any issues.
• Collaborates with Practice Manager in the planning and implementation of education/teaching programs staff within the practice.

Quality Improvement:

• Ensures compliance with all regulatory agencies (CDPHE, CMS, OSHA, etc.)
• Assists in the development of a Quality Improvement (QI) plan for the practice.
• Critically analyzes QI data and formulates action plans as needed each quarter.
• Completes all QI audits and ensures that audits are turned in on time.
• Utilizes appropriate benchmarks to assess performance and stimulate change when necessary.
• Ensures staff knowledge and participation in QI activities.
• Regularly reviews patient satisfaction data and addresses a minimum of two areas per fiscal year for targeted and significant improvements.
• Ensures that the service expectations of both internal and external customers are met and/or exceeded.

Safety Operations

• Ensures the safe operations of the practice, including equipment operation and maintenance.
• Ensures that all policy/procedures, OSHA, HIPPA and other appropriate regulatory agency programs are strictly adhered to in the practice by all nonclinical staff.
• Assists in maintaining all regulatory agency data collection or records as required.
• Assists in the organization and maintenance of supplies and equipment.
• Ensures safe practices of supplies and equipment.
• Monitors expiration dates of all supplies and ensures that all expired supplies are purged and transferred properly.
• Assists Practice Manager in ensuring preventative maintenance is scheduled and performed for all equipment.
• Assists Practice Manager in collaborative efforts with drug companies and representatives in the planning and implementation of education/teaching programs for patients and indigent patient populations.

Direct Patient Interactions:

• Participates in expediting patient care as necessary.
• Expresses empathy in patient interactions and focuses on the needs of the patient, staff, providers, practice and organization simultaneously.
• Promptly addresses patient complaints and other patient-related issues. Responsible for on-site and immediate service recovery.
• Serves as a champion for patient and staff safety.
• Communicates in a competent and effective manner to meet patient and/or family needs and regulatory or organizational requirements.
• Collaborates with multidisciplinary team, the patient, and families to promote efficient and appropriate customer service. .
• Serves as a mentor and preceptor for new staff and as a constant resource to all staff.

Personal

• Complies with applicable CU Community Practice mandatory education and training.
• Must be able to get along well with others, to be a team player, to accept constructive criticism from supervisors and be able to follow work.
• Assumes responsibility for personal and professional growth through identification of own learning needs.
• Demonstrates a working knowledge of current trends in health and ambulatory care.
• Performs other projects and duties as related to department objectives.

Program Development:

• Participates in workflow development, planning and execution for the practice and each of the divisions.
• Assists in the coordination of implementation and integration of new programs.
• Plans and/or participates in activities in the community as appropriate.
• Suggests opportunities for expansion based on patient population needs, physician referrals or community access.

Financial Authority:

• Collaborates with the Practice Managers for equipment, supplies and staffing. Back-up for approvals in absence of Practice Manager.

Supervisory Responsibility:

• Staff: Direct supervisory responsibility for front office staff, Patient Service Representatives, and Referral Specialists. May oversee additional non-clinical staff as directed.
• Functional:
  • Assisting Practice Manager with the following:
    • Budget Development and Management
    • Staff Performance Reviews and Corrective Actions
    • Purchasing of Equipment and Supplies
    • Staffing: Hiring, Termination

This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business need. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.

Required Skills:

• Ability to effectively communicate at all levels, to include physicians, leadership, and staff within the various affiliate organizations (UCH, Children’s Colorado, CU Medicine, CU SOM)
• Ability to work within large, complex healthcare systems
• Ability to analyze and interpret data
• Ability to develop and deliver presentations
• Ability to document effectively
• Ability to deal calmly and courteously with people
• Ability to deal with stressful situations
• Ability to finish tasks in a timely manner
• Ability to follow oral and written instructions and established procedures
• Ability to function independently and manage own time and work tasks
• Ability to lead work teams
• Ability to maintain accuracy and consistency
• Ability to maintain confidentiality
• Ability to negotiate, persuade and establish direction
• Ability to organize workflow
• Ability to perform basic filing, office procedures and word processing
• Ability to plan, coordinate and develop multiple projects
• Ability to work as an effective team member

Personal Relationships:

• Skilled job requiring high level of adaptability and interpersonal skills

Physical Requirements & Working Conditions:

The physical demands, work environment factors and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequency:

• N= Not at all
• R= Rarely: Less than once an hour
• O= Occasional: 1-4 times/hour or up to 1/3 of the shift
• F= Frequent: 5-12 times/hour or up to 2/3 of the shift
• C= Constant: More than 2/3 of the shift

• Position requires the ability to work in multiples spaces (on and off site)

Minimum Qualifications:

• Associate degree
• 5+ years medical office experience
• 1+ year Lead role or Charge experience in complex environment
• 1 + year supervisory experience

Condition of employment:

• Healthcare Provider BLS or completed within 90 days of hire

Applicants must meet minimum qualifications at the time of hire.

PLEASE NOTE: Candidates will be responsible for travel expenses related to the interview process and any relocation expenses, if applicable.

Preferred Qualifications:

• Bachelor’s Degree in Nursing (MSN), Master’s in Business Administration or Health Care related field
• 3+ years clinic experience in area of specialty
• Ambulatory quality improvement (QI) experience
• Experience in use of registry data and quality systems
• Bilingual, Spanish-speaking
• Strong organizational and communication skills
• MS Office: Excel, Power Point, Word, Outlook
• Electronic Medical Record
• Credit card and cash handling/recording
• EPIC
• Kronos

Salary and Benefits:

The hiring rate (or budgeted rate) for this position begins at $66,389 to $88,961 per year.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary rate represents the University’s good faith and reasonable estimate of the rate at the time of posting.

This position is not eligible for overtime compensation.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.

Benefits:

Total Compensation Calculator:

Diversity and Equity:

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at hr.adacoordinator@ucdenver.edu.

The University of Colorado Denver | Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities and all veterans. The University of Colorado is committed to diversity and equality in education and employment.

The University of Colorado Denver | Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.