Ambulatory Practice Supervisor - Digestive Disease, Full-Time, Days

Join one of the nation’s most comprehensive academic medical centers, University of Chicago Medicine, in a thought-driven role as Practice Supervisor for our Digestive Disease Clinics (Gastroenterology, Colorectal, General Surgery, and Trauma) at our DCAM - Hyde Park location. Our employees deliver world-class care in an environment where opinions are respected, decision-making is rewarded, and teamwork is the order of the day. Our staff is encouraged to achieve their career goals, which in turn benefits all of our patients and the University of Chicago Medicine as a whole.

The Ambulatory Practice Supervisor is primarily responsible for managing the day-to- day front –end operations of an ambulatory practice. Working under the direction of the Practice Administrator, the Ambulatory Practice Supervisor is responsible for implementing and maintaining UCMC and BSD policies and procedures related to front-end practice operations, including Ideal Patient Experience service standards and staffing models. The Ambulatory Practice Supervisor is responsible for supervising the front-end staff in the Practice and for performing any of the related roles as staffing contingencies require. The Supervisor oversees the reception, checkout and clerical functions, handles scheduling issues as needed, addresses patient concerns, and participates in gathering information on customers’ perceptions and preferences.

We provide care for a wide range of digestive conditions—from inflammatory bowel disease and liver disorders to esophageal, pancreatic, and bile duct diseases, as well as all types of gastrointestinal cancers.
Our specialists offer advanced, research-driven care for both common and rare GI conditions.
We are nationally ranked in gastroenterology and GI surgery.
General surgery care includes minimally invasive surgery, surgical oncology, endocrine surgery, and bariatric surgery.
The University of Chicago Department of Surgery is committed to excellence in patient care, medical research, and surgical education.

Essential Job Functions:

• Closely supervise the daily activities of the front-end staff and ensure that staffing is appropriate to support the patient flow and customer services needs of the Practice.
• Support the Medical Director, Ambulatory Practice regarding clinical care initiatives and processes, including those related to quality and safety, compliance and risk issues, and the proper utilization and maintenance of all medical equipment and instruments, pharmaceuticals and medical supplies.
• Identify opportunities for alternative staffing, sharing resources, right-sizing and staffing to demand.
• Ensure that the staff indicates the time of checkout in the computer system.
• Manage the reception process to ensure that staff are efficient and effective and incorporating all applicable service standards. Monitor patient wait times and patient flow.
• Manage the checkout process to ensure that staff are efficient and effective and incorporating all applicable service standards. Ensure that staff is routinely collecting co-payments if applicable or making plans to resolve outstanding balances, scheduling follow-up appointments, and providing other assistance as needed.
• Ensure that the Ambulatory Practice Receptionist notes the patient arrival and time in the computer system, distributes the necessary paperwork and informs the patient about the approximate wait time.
• Ensure that the front desk area is neat, clean, professional in appearance and clear of all confidential information.
• Ensure that staff follow “point of service” collection policies and procedures and understand all aspects of billing compliance.
• Work closely with the Ambulatory Patient Access Services Department and Manager, Specialty Scheduling Pods to coordinate timely appointment access and messaging. Identify access concerns and work closely with the Practice Administrator and Ambulatory Medical Director to resolve.
• Maintain a thorough understanding of the requirements and responsibilities of all front-end positions including the Ambulatory Practice Clerk, Ambulatory Practice Receptionist, Patient Access Coordinator, Ambulatory Patient Service Representative and any other position for which supervision is provided.
• With the Practice Administrator, manage the Human Resources activities related to the front-end staff, including those related to recruiting, hiring, orienting, training, disciplining, terminating, performance evaluation, goal-setting, employee relations and staff payroll. Comply with all UCMC and BSD policies and procedures.
• With the Practice Administrator, serve as a contact and representative of the Practice for all customer service issues, including but not limited to those related to scheduling, medical records, insurance coverage, referrals and patient complaints. Resolve such issues promptly and effectively.
• Performs other duties assigned.

Required Qualifications:

• Bachelor’s degree or equivalent relevant experience required.
• Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers
• Ability to use appropriate judgment, independent thinking and creativity when resolving customer issues
• Ability to balance multiple priorities
• Excellent verbal and written communication skills.
• Ability to use personal computers and select software application.

Preferred Qualifications:

• Previous experience in a customer service role, supervisory role, and healthcare setting preferred.
• Epic experience preferred

Position Details:

• Job Type/FTE: Full Time (1.0 FTE)
• Shift: Days – 8-hour shift
• Work Location: Onsite - DCAM
• Unit/Department: Digestive Disease
• CBA Code: Non-Union