Operations Specialist-Medical Practice - Oswego Health

Job Title: Operations Specialist Department: Oswego Health Medical Practice

Reports to: Executive Director Revision Date: 6/25/2024

Status: Full Time, Non-Exempt

Job Summary:

The Operations Specialist drives standardization and continuous process improvement within the operations of the Medical Practice. This role involves facilitating operational efficiencies, standardizing workflows, implementing process improvements, documenting standard operating procedures, and auditing processes against standard. The Operations Specialist works closely with clinic leadership to ensure smooth operations and acts as a resource for continuous improvement activities.

Key Responsibilities:

Drive the standardization and efficiency of practice operations across the Medical Practice

• Monitor and manage operational processes to ensure efficiency within the practices.
• Identify operational areas for improvement, support the clinics in implementing these strategies, and address operational issues with the practice managers.
• Update standard operating procedures and associated policies as they change.
• Continuously improve and standardize workflows within the Medical Practice such as:
  • Patient scheduling process and standards
  • Provider templates and visit types
  • Financial clearance and preregistration process
  • Clinical workflow and pathway development across the practices
  • Front office and patient check-in processes
  • In basket message management
• Monitor and report on key metrics related standardization and improvement initiatives.
• Share reports and metrics with Medical Practice leaders to facilitate focused efforts in targeted areas.
• Gather and analyze data needed for reporting and tracking metrics.
• Partner with other business functions such as finance and revenue cycle for monitoring and reporting of metrics.

Train and audit clinic staff on operational workflows.

• Maintain standard operating procedures and best-practice workflows for core functions within the Medical Practice.
• Audit workflows against standard and report findings to leadership Medical Practice and clinic.
• Train new staff in workflows and provide re-training to close knowledge gaps and/or implement new processes.

Support patient access goals and strategies of the organization.

• Partner with the patient access team to align standard operating procedures and workflows with access strategies and goals.
• Provide support to the referral management process via workflow review and documentation of associated policies and procedure.
• Adjust workflows to accommodate new locations or services added to the organization.
• Perform other duties as assigned

Required Skills/Abilities (Unit Specific):

• Ability to train staff across various workflows.
• Experience in auditing staff workflows to documented standards.
• Strong presentation and communication skills.
• Experience in creating and standardizing workflows within clinical settings.
• Ability to manage multiple tasks and priorities simultaneously.
• Proficient in time management and resource delegation.
• Detail-oriented and capable of maintaining accurate records.
• Ability to leverage findings from audits to improve standard workflows.
• Proficient in processes and workflows related to front end revenue cycle.
• Ability to create workflows that align to compliance requirements.
• Proficient in risk management and quality assurance approaches.
• Expert in organization with an attention to detail.
• Ability to adapt to changing circumstances and environments quickly.
• Willingness to take on different roles and responsibilities as needed.
• Ability to find and use available resources efficiently.
• Proactively seeking out new resources and tools to improve workflows.
• Ability to address gaps and opportunities within existing practice workflows.
• Strong problem-solving skills to address issues promptly and effectively.
• Innovative thinking to find creative solutions to challenges.
• Strong commitment to a patient-centered approach.
• Dedicated to the development of staff.

Education and Experience:

• Associates Degree required, Bachelor Degree preferred. 3-5 years’ relevant experience in a medical practice setting.
• Understanding of healthcare regulations and compliance.
• Familiarity with clinical practices and procedures.
• Knowledge of medical terminology and healthcare systems.
• Knowledge of patient care standards and best practices.
• Understanding revenue cycle workflows across multiple specialties and practices.
• Familiarity with patient workflows in ambulatory settings.
• Comprehensive knowledge of insurance processes, including prior authorizations.
• Advanced knowledge of billing, coding, and revenue cycle processes.
• Familiarity with Electronic Health Records (EHR) systems.
• Understanding of telehealth and other healthcare technologies.
• Proficient in office software (e.g., MS Office, practice management software).

Working Conditions:

• Extended periods of sitting, using standard office equipment including, but not limited to: computers, phones, scanners, fax machines, printers, etc.
• Occasionally requires assembling, using and maintaining all departmental equipment.
• Occasionally requires prolonged periods of standing and walking with the ability to lift, push or pull up to 15 lbs. using proper body mechanics.
• Attendance ensures that job requirements are met.
• Actively participates in Quality Assurance programs and CQI, in-service programs, cross-training; completes department specific requirements/competencies; attends all mandatory classes as required; participates in meetings and committees as assigned.
• Complies with DOH requirements for annual health assessments and required immunizations.

Pay Range: $24.00-$28.00/hr

Employee salary is based on commensurate experience and other qualifications.

The mission of Oswego Health is to provide accessible, quality care and improve the health of residents throughout Oswego County. As a nonprofit healthcare system that was established in 1881, Oswego Health is proud to continue to be one of Oswego County’s largest employers. More than 1,200 employees spread throughout its 17 locations, work for the Oswego Health system, which includes the 164-bed community hospital with a brand new Medical Surgical Unit, a 32-bed state-of-the-art psychiatric acute-care facility with multiple outpatient behavioral health service locations, The Manor at Seneca Hill, a 120-bed skilled nursing facility, and Springside at Seneca Hill, an independent retirement community. The health system also operates Oswego Health Home Care, the only hospital-based certified home healthcare agency in the County as well as two outpatient centers, including the Fulton Medical Center, offering urgent care, lab, medical imaging, physical therapy, and occupational health services; and the Central Square Medical Center, offering urgent care, lab, medical imaging, and physical therapy services. In addition, Oswego Health includes the Oswego Health captive professional corporation, Physician Care P.C., providing physician services in orthopedics, cardiology, ENT, gastroenterology, breast care, audiology, general surgery, bariatrics, and primary care.

EQUAL EMPLOYMENT OPPORTUNITY

Oswego Health is committed to providing equal opportunity in all employment-related matters, without regard to race (including traits historically associated with race), creed, color, religion, sex/gender, national origin, age, marital or familial status, disability, pregnancy-related condition, sexual orientation, gender identity, gender expression, transgender status, citizenship status, ancestry, arrest/conviction record, military or veteran status, domestic violence victim status, genetic predisposition or carrier status, reproductive health decision making, relationship or association with a member of a protected category, or any other legally protected characteristic. Decisions affecting your position including, but not limited to, recruitment, hiring, placement, promotion, transfer, compensation, benefits, training, tuition assistance, leaves of absence, disciplinary action, layoff/recall, and terminations will be made in accordance with this policy.