Patient Care Supervisor-Cornea/Oculoplastic - Ophthalmic Consultants of Boston

Ophthalmic Consultants of Boston (OCB) is seeking a dynamic leader to join our Cornea and Oculoplastics Team as a Patient Care Supervisor The Patient Care Supervisor will be responsible for upholding OCB values of outstanding patient care, Unity, Ethics & Integrity, Fairness, Operational Excellence, and Fiscal Responsibility.

This position is Monday through Friday 8-4:30PM; with a possible one day remote and will be located in our Weymouth location.

Summary of Responsibilities: 
The Patient Care Supervisor is responsible for supervising all scheduling, administrative and surgical  activities, including coordinating, and directing administrative functions to support the needs of the practice and the providers.  Supervises patient care team members  as well as surgical schedulers to ensure quality patient care and maximum team efficiency.  The Supervisor may handle any number of varied tasks throughout the day.  Assignment of tasks on a day-to-day basis may change.  Review provider schedules in advance to flag issues and make corrections to improve accuracy and clinic flow. 

Performance Requirements:

• Must be able to complete all tasks for Patient Care Coordinator I, II and III, including ability to schedule any appointment type for any Glaucoma physician.
• Must have a high level of interpersonal skills to handle sensitive and confidential situations.  Strong decision-making skills are required.
• Demonstrated ability to lead administrative staff as well as collaborate with external agencies.
• Excellent written and verbal communication skills are required.  Communication must be with tact and diplomacy.
• Strong skills in organizing, planning, and prioritizing using initiative.
• Ability to be held accountable for accomplishing a variety of activities in support of the administrative side of the practice. 
• Skill in assigning work and monitoring performance.
• Knowledge of OCB policies, procedures, and systems.

Example of Duties:

• Provides high-level patient care support to physicians, Practice Manager and administrative team, acting as expert resource in matters of practice administration.
• Serves as primary liaison between the Practice Manager and Patient Care Coordinators I, II, III.

• Delivers excellent customer service with patients, providers, and team members.
• Assists and makes recommendations in the evaluation of staffing needs within the department.  Participates in the interview and selection of job applicants. 
• Evaluates performance and recommends merit increases, promotions and disciplinary procedures.
• Participates in the development and implementation of long-range plans for the department.
• Maintains communication with staff members to ensure high morale and a professional working atmosphere.  Maintains communication with staff members to ensure team objectives and processes are understood.
• Audits scheduling for accuracy rates and provides feedback and training to improve scheduling outcomes.  Regularly holds meetings to review audit findings and provide feedback to staff.
• Works in collaboration with the Practice Manager to problem-solve administrative issues as well as establish long range plans. Provides management support to team on behalf of Practice Manager as needed.

• Develops and maintains a working knowledge of clinic scheduling and administrative functions.
• Participates in practice development systems and projects.  Attends meetings as needed and provide input related to scheduling workflows, processes and concerns. 

• Acts as liaison with other departments and outside agencies, including high-level staff such as COO, and Vice Presidents, etc.  Handles confidential and non-routine information and explains policies when necessary.

• Leads patient care team meetings within the department.
• Performs tasks on an as needed basis as assigned.  

• Maintains strictest confidentiality. Routinely exercises discretion and independent judgment in responding to diverse administrative demands in a medical practice. 
• Places orders in Epic, as needed.
• Monitors quality of service response time to patient and provider requests.
• Performs related job duties as required.

Education and Experience:  

• At least five years’ experience in a high-volume medical environment, with supervisory experience preferred.

• Bachelor’s degree preferred.
• At least one year’s experience working in a busy medical practice.
• Experience using electronic medical records, specifically Epic preferred.
• Experience answering a high volume of patient calls.
• Strong verbal and written communication skills, as well as attention to detail.
• Ability to work in Microsoft Outlook, SharePoint & Teams with a strong knowledge base of all three.
• Advanced skill in multi-tasking and ability to prioritize functions based on business need.
• Ability to work with difficult people in challenging, sometimes stressful, situations.

 

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