Scope of the Job

Under the direction of the appropriate manager (Director or Ambulatory Administrator), supervises and coordinates the day-to-day clinic activities and personnel issues for the front and/or back office staff located in the ambulatory setting. Acts as a liaison with staff, departments/practices and patients. Within the established guidelines set forth by the organization, and under the direction of the appropriate Administrator or Manager, ensures adherence to all policies, procedures, and regulatory requirements. Provides exemplary customer service and ensures that a high level of customer service is provided by all office/department staff. Under the supervision of the appropriate manager, directs, coordinates, and controls the nursing activities of his/her assigned staff. Utilizes the Nursing Process to provide care for a group of patients. Assists the Medical Director or the Manager in evaluation of assigned staff. Assists physicians in the provision of quality health care. Assignments are performed appropriately to age and developmental level of patients being served.

Essential Functions

• Implements office procedures and coordinates appropriate office support in conjunction with the planned activities of the ambulatory setting including, but not limited to: schedule maintenance, registration of patients, medical record maintenance/review, referral system, managed care programs, fee collection and appointment/discharge process.

• With guidance from immediate manager, assists with personnel and payroll functions for assigned personnel including, but not limited to participating in the hiring process, training process and continuous coaching and feedback for the staff in relation to their performance.

• Ensures appropriate budgetary standards are implemented and maintained for labor and supply monitoring for front, back and clinical offices.

• Ensures compliance of regulatory and organizational policies and procedures, and recommends changes in the department policies and procedures as identified.

• Implements and monitors managed care referral process to ensure accurate and consistent appointment process, results maintenance, and authorizations for specialty appointments.

• Institutes and maintains a high level of customer service in the front, back, and clinical office areas in regards to patient, physician and inter-departmental contact made in person or by telephone.

• Performs all duties of an RN.

• Participates as an active care team member in the coordination of patient care.

• Provides coaching and direction for staff to maximize and strengthen exceptional customer service performance while holding staff accountable.

Temperament

Must be able to perform under stress when confronted with emergency, critical, or unusual situations. Must be capable of dealing with periodic cyclical workload pressures and levels of responsibility. Required to make independent judgments without supervision. Must be able to make generalizations, evaluations, or decisions based on sensory or judgmental criteria. Must have the adaptability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure. Requires the ability to work with people beyond giving and receiving instructions.

Skills

Working knowledge of patient billing including CPT4 and ICD-9 coding, medical terminology and various payor classes. Working knowledge of HMO’s, Medicare, Medicaid, PPO and Third Party Payors. Above average written and verbal communication skills. Requires excellent decision making skills and initiative. Demonstrates ability to be fair-minded and objective. Ability to work well under pressure. Ability to prioritize and handle several functions/tasks at one time. Demonstrates client service knowledge. Basic arithmetic skills. Data entry experience required. Thorough knowledge of clinical support functions including, but not limited to registration, scheduling, insurance coordination of benefits, managed care and collections. Thorough knowledge of clinical support functions to include special procedures, venipuncture, specimen collection and processing. Knowledge of regulatory agency standards (e.g., JCAHO, HRS,HIPPA), Nursing Standards and Florida Nurse Practice Act. Demonstrated Clinical skill in area of ambulatory care and/or particular specialization (e.g., Pediatrics, ENT). Basic management skills. Ability to serve as resource for the nursing process.

Experience

Two years of operational experience in an ambulatory practice setting required.

One year of clinical experience in an ambulatory practice setting required.

One year of supervisory experience required.

Education & Certifications

Completion of an associates degree in nursing required. Baccalaureate degree in nursing preferred.

Current Florida licensure as a Registered Nurse.

Maintains current BLS certification.

Completion of a standard medical terminology course would be helpful, but not required.