UNITED HOSPITAL CENTER

POSITION DESCRIPTION AND COMPETENCY EVALUATION

 

 

TITLE:                         OFFICE MANAGER PC

DEPARTMENT:           PHYSICIAN CLINICS

REPORTS TO:            PHYSICIAN CLINICS CEO

 

q   ANNUAL

q   90 DAY

q     90 DAY TRANSFER

q     FOLLOW-UP

PROBATION

 

 

 

REVIEWED/APPROVED/DATE:                10-1-11

 

UPDATED:_1/12,1/13,2/14_____________________________________

UPDATED:_________________________________________________

 

 

                                                                                                                                                                                                  

 

BASIC PURPOSE:

 

The Office Manager oversees the daily operations of the medical office consistent with good business practices and in conformance to overall institutional practices, including personnel management, financials, budgets, accounts payable, accounts receivable, payroll and purchasing.   Must be a leader, team player and able to work with a multidisciplinary team of physicians and others in the practice.  Must possess the ability to manage multiple tasks simultaneously and be able to compensate for staffing requirements as needed.  Must be highly skilled with computer systems used by both physician offices and hospitals to capture data accurately and consistently to permit an appropriate claim for payment to be completed as well as to appropriately capture other needed information.  An excellent understanding of physician office practices systems, including medical records, compliance requirements with respect to coding, documentation, billing, collections, personnel management, insurance plans, is essential.

 

 

 

QUALIFICATIONS:

1.       Minimum high school education or equivalent.  Further business education or professional development preferred.

2.       A minimum of three (3) years current  management experience in a physician  practice setting,  where management  of individuals, computer systems, purchasing, accounts payable, accounts receivable,  billing, coding,  scheduling, governmental or insurance regulations and requirements was required.

3.       Knowledge, by experience, testing, or academic course work completion of CPT, ICD-9, HCPCs, coding for purposes of being able to abstract office medical record information in order to generate a claim submission for payment by a third party payor and/or patient is required;.

4.      Documented knowledge of claims management and collection processes in a physician practice is required.

5.       Knowledge of third party payor requirements, contracts, and authorization and payment practices required.

6.      Excellent verbal and written communication skills and excellent public relations ability required.

 

 

 

ESSENTIAL FUNCTIONS FOR OFFICE MANAGER – PHYSICIAN CLINICS

 

 

THIS DESCRIPTION DOES NOT STATE OR IMPLY THAT THE DUTIES, ESSENTIAL FUNCTIONS, AND JOB REQUIREMENTS ARE THE ONLY PARAMETERS FOR THIS POSITION.  ASSOCIATES ARE REQUIRED TO FOLLOW JOB-RELATED INSTRUCTION AND PERFORM OTHER JOB RELATED ACTIVITIES REQUESTED BY THEIR SUPERVISOR.

 

ALL REQUIREMENTS ARE SUBJECT TO POSSIBLE MODIFICATION IN ORDER TO PROVIDE A REASONABLE ACCOMMODATION TO INDIVIDUALS WITH PHYSICAL OR MENTAL DISABILITIES AS DEFINED BY THE AMERICANS WITH DISABILITIES ACT.  SOME REQUIREMENTS MAY EXCLUDE INDIVIDUALS WHO POSE A DIRECT THREAT OR SIGNIFICANT TO THE HEALTH AND SAFETY OF THEMSELVES, THE PATIENTS, OR OTHER ASSOCIATES.

 

 

 

 

 

 

 

PHYSICAL REQUIREMENTS:

§  Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping, and feeling are necessary body movements utilized in performing duties throughout the work shift.

§  Must be able to lift, move, and position patients of all weights, with varying amounts of assistance in a fair manner on a regular and recurring basis.

§  Must have excellent hearing ability.

§  Must be able to read and write legibly in English.

§  Visual acuity must be within normal range.

§  Must have reading and comprehension ability.

§  Must be able to perform heavy work: exerting in excess of 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

§  Must have the ability to move freely through the facility to perform daily and special tasks.

MENTAL REQUIREMENTS:

§  Must be capable of handling information of a confidential nature.

§  Must have the ability to work successfully under highly stressful conditions, and must be capable of adapting to varying workloads and work assignments on a constant basis.

§  Must have the ability to comprehend and perform oral and written instructions and procedures.

§  Must have effective reading and comprehension skills.

§  Must have strong communication skills, written and verbal.

§  Must be able to work weekends, holidays, and all shifts.

§  Must have ability to prioritize tasks,

§  Must have independent decision-making ability.

§  Must have basic math skills.

§  Must have ability to plan, coordinate and supervise the activities of students.

§  Must have the ability to respond to emergency situations in a calm, professional manner.

§  Must be capable of using computers to input and retried information.

 

 

ENVIRONMENTAL CONDITIONS:

(POTENTIAL FOR)

§  Exposure to cleaning agents and disinfectants.

§  Exposure to high stress and constant interruptions.

§  Exposure to electrical current.

§  Exposure to ionizing and non-ionizing radiation.

§  Exposure to body fluids, human tissues, contagious diseases, sharps, and explosive gases.

§  Exposure to toxic gas, fumes, and odors.

§  Exposure to film processing chemicals.

 

 

EQUIPMENT USED:        This must be considered only a representative, partial list, since equipment changes may occur at any time.

Standard office equipment including multi-line telephone system, computers, fax, copier, printer, etc.

 

 

DIRECTIONS: Use the keys designated for Assessment, Learning, and Achievement sections.  More than one item may be used per section.  Prior to working in department, please complete self- assessment portion and return to manager.  Date and signature indicates independent/satisfactory performance.  Asterisks (*) indicate critical criteria for job title competency.  (OPTIONAL) Assessment/level key of 3 or 4 Required.

ASSESSMENT/LEVEL KEY

LEARNING/VALIDATION

METHOD KEY

EVALUATION KEY

1

INADEQUATE KNOWLEDGE/ PERFORMS INCOMPETENTLY

D

DEMONSTRATION

D

DEMONSTRATION

2

NEEDS REVIEW/PERFORMS W/DIRECT SUPERVISION

H

HANDOUT

T

KNOWLEDGE ASSESSMENT TEST

3

STATE W/ASSISTANCE/PERFORMS W/ASSISTANCE

L

LECTURE

 

 

4

STATE INDEPENDENTLY/PERFORMS COMPETENTLY & INDEPENDENTLY

E

EXPERIENCE

 

 

NA

NOT APPLICABLE FOR ASSOCIATE

V

VIDEO

 

 

 

 

SLM

SELF LEARNING MODULE

 

 

 

 

O

OBSERVE

 

 

 

 

C

COGNITION

 

 

 

ORGANIZATIONAL STANDARDS

 

CRITERIA

 

SELF

ASSESS-MENT

 

EVALUATOR

 

LEARNING/ VALIDATION METHOD

 

DATE/

SIGNATURE

 

1.      Participates in educational programs to meet mandatory requirements and identified needs with regard to job and personal growth.

 

 

 

 

 

 

 

 

 

2.      Follows through with suggestions from supervisor or self-assessment to meet identified needs with regard to job and personal growth.

 

 

 

 

 

 

 

 

 

3.      Attends departmental meetings and/or documents review of meeting minutes.

 

 

 

 

 

 

 

 

 

4.      Participates in performance improvement (ie., follows established work systems, identifies deviations or deficiencies in standards/systems and communicates problems to supervisor or manager, etc.)

 

 

 

 

 

 

 

 

 

5.      Works with managers and Associates to develop/attain quarterly objectives/product teams.

 

 

 

 

 

 

 

 

 

6.      Attends and participates in educational classes and on the job training as directed by the manager.

 

 

 

 

 

 

 

 

 

7.      Adheres to United Hospital Center and department policies and procedures.

 

 

 

 

 

 

 

 

 

8.      Maintains confidentiality according to policy when interacting with patients, physicians, families, co-workers and the public.

 

 

 

 

 

 

 

 

 

9.      Is polite and respectful when communicating with staff, physicians, patients, and families.  Approaches interpersonal relations in a positive manner.

 

 

 

 

 

 

 

 

 

10.    Complies with Patient’s Rights and Responsibilities.

 

 

 

 

 

 

 

 

 

11.     United Hospital Center promotes an attitude of compliance and has established a culture that

          fosters the prevention, detection and resolution of instances of misconduct.  In furtherance

          thereof, Associate shall cooperate with United Hospital Center’s corporate compliance

          program during his/her employment.

 

 

 

 

 

12.    Is familiar with and demonstrates knowledge of the procedure to report and/or document unsafe/hazardous conditions, incidents, and defective equipment in compliance with Incident Reporting and Safe Medical Device.

 

 

 

 

 

 

 

 

 

13.    Able to illustrate role/responsibility of department according to Emergency Preparedness Plan.

 

 

 

 

 

 

 

 

 

14.   Follows established safety standards and precautions, (ie., hazard communication, blood borne                     pathogens, universal precautions, infection control, electrical and fire, etc.)

 

 

 

 

 

 

 

 

 

15.    Locates Material Safety Data Sheets (MSDS) and explains/understands its purpose.

 

 

 

 

 

 

 

 

 

16.    Reports to work as scheduled and notifies department when unable to work per UHC policy and procedures.

 

 

 

 

 

 

 

 

 

17.    Demonstrates flexibility to meet the needs of departmental or hospital in regard to changes in work volume, planned change, scheduling changes and emergency call-back (ie., weather, disaster).

 

 

 

 

 

 

 

 

 

18.    Completes assignments within established time plan.

 

 

 

 

 

 

 

 

 

19.    Uses hospital communication system (fax, beeper, telephone, duplicating equipment, pneumatic tube system and computer) in accordance with hospital standards.

 

 

 

 

 

 

 

 

 

20.    Demonstrates knowledge of the procedures to utilizes Complaint Management/Lost Items policy/procedure as a tool to address customer satisfaction.

 

 

 

 

 

 

 

 

 

21.    Completes PPD skin test, either one step or two step, as required.

 

 

 

 

 

 

 

 

 

22.    Clinical associates who have had Hepatitis B Vaccine, have had Hepatitis B titer.

 

 

 

 

 

 

 

 

 

23.    If titer was negative, associate has communicated with Associate Health Coordinator regarding further vaccination.

 

 

 

 

 

 

 

 

 

24.    Associates who have not had Hepatitis B vaccination but who are working in clinical areas, either on hire or on transfer, have started Hepatitis B vaccination or signed declination.

 

 

 

 

 

 

 

 

 

                 

JOB PERFORMANCE STANDARDS FOR PHYSICIAN OFFICE MANAGER

 

IN COLLABORATION WITH THE PATIENT, FAMILY AND HEALTH CARE TEAM, THE OFFICE MANAGER PC WILLPROVIDE MANAGEMENT RELATED TO THE FOLLOWING WORK SYSTEMS:

 

 

STANDARD/CRITERIA

 

SELF

ASSESS-MENT

 

EVALUATOR

 

LEARNING/

VALIDATION

METHOD

 

DATE/

SIGNATURE

I.

CUSTOMER SATISFACTION

 

 

 

 

 

 

 

 

 

A.

Maintains department Policy and Procedure Manual accurately describing all operating procedures.

 

 

 

 

 

B.

 

Provides positive leadership and builds an atmosphere of teamwork, cooperation and high professional standards at all times.

 

 

 

 

 

C.

 

Assures all hospital policies are implemented and followed,

 

 

 

 

 

D.

 

Establishes fair dealing with community groups, state agencies, customers, physicians and general public.

 

 

 

 

 

E.

 

Cooperates with the Administrator to ensure clinical documentation, procedures and protocols are in place, audited and documented on an ongoing basis.

 

 

 

 

 

F.

 

Regularly measures and monitors patient and physician customers in order to establish performance improvement objectives and standards and on effective patient complaint program.

 

 

 

 

 

G.

 

Ensures effective infection control and safety programs are maintained.

 

 

 

 

 

H.

 

Manages technical and clinical work systems to ensure quality patient care.

 

 

 

 

 

I.

 

Manages an effective electronic medical record and documentation program.

 

 

 

 

 

J.

Resolves patient and interdepartmental complaints and misunderstandings in a timely manner.  Consistently investigates and takes corrective action necessary to resolve problems and complaints regarding department procedures.

 

 

 

 

  II.

QUALITY

 

 

 

 

 

A.

Assures quality patient care is provided consistent with hospital policies and JACHO requirements.

 

 

 

 

 

B.

Ensures proper maintenance of facility building and grounds through supervision of preventive and corrective maintenance programs consistent with hospital policies.

 

 

 

 

 

C.

Evaluate and recommend solutions in resolving accounting discrepancies in the Business office.

 

 

 

 

 

D.

Responsible for maintaining and managing a registration system that coordinates patients arrival, complete registration, third party and patient credit reviews, consents for treatments, and counseling patients about their payment responsibilities.

 

 

 

 

 

E.

Reviews write-off listing, refund requests, miscellaneous cash adjustments for potential policy problems.

 

 

 

 

 

F.

Demonstrates a thorough knowledge of the job descriptions and key requirements for each position in all areas, instructs others in the performance duties, holds associates accountable at all times for the responsibilities within their positions.

 

 

 

 

 

G.

Monitors the timeliness and quality of all phases of the registration and collection process. Makes changes a s appropriate.

 

 

 

 

 

H.

Oversees and manages accurate and efficient precertification /authorization process.

 

 

 

 

III.

FINANCE MANAGEMENT

 

 

 

 

 

A.

Implements and supervises an effective billing and coding program consistent with hospital policies in regard to compliance and sound business procedures for physicians and /or extenders.

 

 

 

 

 

B.

Implements and supervises an effective information system necessary to support the billing system.

 

 

 

 

 

C.

Implements appropriate cash management, purchasing, and other accounting procedures in close cooperation with the hospital Controller.

 

 

 

 

 

D.

Prepares and maintains operating and capital budgets in conjunction with the Administrator.

 

 

 

 

 

E.

Maintains a record retention program in accordance with hospital and external third party requirements. Consistently is attentive to record keeping and documentation of patient accounting activity and other record maintenance requirements inherent to the patient accounting function.

 

 

 

 

 

F.

Develops goals and objectives for cash collections and monitors compliance with payment and charity care policies.

 

 

 

 

 

G.

Manages accurate payment posting process.

 

 

 

 

 

H.

Maintains knowledge of all insurance specific rules and regulations for appropriate billing processes.

 

 

 

 

IV.

REGULATORY MANAGEMENT

 

 

 

 

 

A.

Ensures department compliance with Joint Commission Rules and Regulations.

 

 

 

 

 

B.

Responsible for implementing compliance to CMS (Centers for Medicare Services) regulations, Medicaid, and PEIA with reference to adequate documentation in support of an appropriate statement submitted to a Governmental agency for reimbursement, consistent with hospital policies and procedures and CMS guidelines.

 

 

 

 

 

C.

Assure that all CPT and ICD-9 Codes are entered accurately into the computer system as they are updated yearly.

 

 

 

 

 

D.

Maintains compliance with OIG regulations.

 

 

 

 

 

E.

Manage all physician an non-physician credentialing and re-credentialing with insurance companies.

 

 

 

 

 

F.

In cooperation with the physicians, ensures clinical documentation, procedures, and protocols are in place and audited.

 

 

 

 

V.

PERSONNEL MANAGEMENT

 

 

 

 

 

A.

Implements effective scheduling and staffing programs.

 

 

 

 

 

B.

Hires evaluates, disciplines and terminates personnel.

 

 

 

 

 

C.

Maintains an effective communication program and encourages staff involvement in decision-making and problem solving.

 

 

 

 

 

D.

Completes all performance evaluations in a timely manner and counsels/coaches associates as appropriate.

 

 

 

 

 

E.

Assures that staff are adequately trained and oriented.

 

 

 

 

 

F.

Completes time cards (Kronos) for assigned associates.

 

 

 

 

 

G.

Maintains vacation schedule, sick time, etc. for assigned associates.

 

 

 

 

 

H.

Responsible for managing clinical and nonclinical staffing needs and functions.

 

 

 

 

 

I.

Assures all clinical documentation is accurate and correct and when issues are discovered educates and disciplines as necessary.

 

 

 

 

 

J.

Create and maintain clinical and clerical policies and procedures and audits to assure compliance.

 

 

 

 

 

K.

Ensure effective infection control and safety program.

 

 

 

 

 

L.

Participate with Safety manager to assure appropriate disaster preparedness program and safety program.

 

 

 

 

 

M.

Maintains high productivity of assigned personnel.

 

 

 

 

VI.

OTHER REQUIREMENTS

 

 

 

 

 

A.

Maintain safe, clean operating facilities.

 

 

 

 

 

B.

Cooperates with teaching, public relations and community service projects of the department.

 

 

 

 

 

C.

Maintains adequate risk management.

 

 

 

 

 

D.

Performs other duties as assigned by the Administrator.

 

 

 

 

 

 

 

 

q   Meets Overall Performance Standards

 

q   Does Not Meet Overall Performance Standards

 

 

The undersigned acknowledge the successful completion of the criteria listed above.

 

 

ASSOCIATE SIGNATURE:

 

DATE:

 

EVALUATOR SIGNATURE:

 

DATE:

 

DEPT.  MANAGER SIGNATURE:

 

DATE:

 

 

 

 

 

 

 

 

 

 

IEP

INDIVIDUALIZED EDUCATION PLAN

 

 

NAME:

 

DEPT:

 

TITLE:

 

DATE INITIATED:

OUTCOMES:                                                                                                                                                                                                                                                                                                                                                                                                                                                

                                 

 

PLAN: (DEVELOPED BY MANAGER, ASSOCIATE, PRECEPTOR)

 

 

LEARNING NEEDS

 

METHODS/RESOURCES

 

INSTRUCTOR

IEP DUE DATE

COMPLETED

YES  NO

IMPROVED

YES  NO

 

1,

2,

3,

4,

5,

6.

7.

 

 

 

 

 

 

 

1.  CLINICAL                                                          

 

A. IV Therapy

1.  Piggy Backs

         2.  Adaptors

         3.  PCA Pumps

         4.  IV Pumps

         5.  Use of CADD Pumps

         6.  Use of AIM Pumps

         7.  Blood Transfusion

 

B. Medication Administration

1.  Drug Side Effects

2.  Suspected Drug Reaction

3.  Chemotherapy Administration

4.  Proper Procedure

 

C. Cardiopulmonary

1.  Vent Care

2.  Neonatal Vent Care

3. ABG’s

4.  Breath Sounds

5.  Aerosol Treatments

6.  Chest Physiotherapy

7.  EKG Skills

 

D. Age Specific Competencies

 

E. Growth & Development

 

F. Oncology Related Competencies

 

G. Neurology Related Competencies

 

H. Orthopedic Related Competencies

1.  Cast Care

 

I.      Emergency Related Competencies

 

 

J.     Cardiac Related Competencies

1.   Code Blue

2.  Arrhythmia

3.  Dysrhythmia

4. ACLS

5.  External Pacing

6.  Pulse

7.  BCLS

8.  CPR

 

K.     Maternal/Child/Obstetrical Related Competencies

1.  Electric Breast Pumps

 

L.     Surgical Related Competencies

 

M.    Pediatric Related Competencies

 

N.     Med/Surg Related Competencies

1.  Suction

2.  Ostomy/Ostomy Care

3.  Bladder Care

 

O.     Dialysis Related Competencies

 

P.     Patient Education

 

Q.     Clinical Practice Skills

 

R.     Assessment Skills

 

S.     Diet Knowledge

 

T.     Transferring A Patient

 

U.     Complete Shift Assignments

 

V.     Ability to Take Solo Call

      

      W.        UTCC Competencies

  1.  __________________      2, __________________                                                                                                                 3.  __________________      4.   _________________                                          

 

2.  GENERAL

 

A.    Policy Review

B.    Train with Preceptor

C.     Cross Training of Department Duties

D.    On-the -Job Training to Become Proficient

E.    Time Management

F.    Give Suggestions

G.    MSDS Book

H.    Cleaning

I.     Proper Telephone Skills

J.    KRA’s

K..   Telephone System

L.    Fire-RACE Knowledge

M.   Emergency Preparedness Awareness

N.    Customer Service/Relations

O.   ORGANIZATIONAL SKILLS 

 

3.  COMMUNICATIONS

 

A.    Dealing w/Sensitive Patients

B.    Dealing w/Physicians

C.    Dealing w/Families

D.    Dealing w/Other Staff

E.    Dealing w/Other Departments

F.    Attitude

G.    Communicate Appropriately w/Supervisor

H.    CC & You

 

4.   COMPUTER SKILLS

 

5.    GENERAL EQUIPMENT

 

6.    ATTENDANCE

  A.   Attendance

  B.   Meetings

 

7.  UHC UNIVERSITY/EDUCATION

 

8.  MISCELLANEOUS

 

ASSOCIATE:

 

DATE:

 

MANAGER:

 

DATE:

 

PRECEPTOR:

 

DATE: