Admin Operations Coordinator II- Living Well, F/T Days

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Admin Operations Coordinator II reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

This position will report to the Operations or Practice Administrator and will be responsible for managing the daily operations of practice site(s), supervising administrative support personnel, coordinating provider schedules, managing practice collections, ensuring service excellence and performing service recovery as necessary. This role supervises and personally provides direct clerical tasks twenty percent of the time.

Responsibilities:

• Manages workload distribution and prioritization of tasks. 
• Responsible for front-line communication with staff to receive and provide feedback regarding quality and productivity.
• May perform day-to-day clerical functions twenty percent of the time in assigned areas of responsibility when not conducting coordinator function.
• Supervise and direct the office’s front-line clerical staff.
• Participate in interviewing, hiring, training, progressive discipline, dismissals, and performance appraisals.
• Oversee and direct day to day office operations within budget guidelines.
• Manage providers’ schedules with templates and optimize patient care hours to enhance productivity.
• Schedule staff and allocate resources across hours of operation to maximize patient access and satisfaction, provider productivity and efficiency, and staff productivity.
• Conduct timely and accurate cash management duties, including overseeing the collection of co-pays and patient balances, in-house cash balances, and bank deposits.
• Ensure that service excellence is delivered and perform service recovery whenever necessary. 
• Manage office and supplies within budget.
• Ensure accuracy of all data collection and data entry by site staff through training and compliance monitoring, and facilitate and oversee flow of information to and from central administrative offices.
• Conduct office staff meetings on a regular basis in coordination with Operations Administrator.
• Attend and actively participate in leadership meetings.
• Ensure that patient dignity and confidentiality are maintained at all times.

Additional Functions: 

• Review and approve automated time reports for accuracy.
• Develop tools to support staff and enhance efficiency.
• Provide input into staff performance reviews.  May participate with manager in conducting staff performance reviews. Provide one-on-one coaching and mentoring as needed.
• Plan, execute and resolve all routine technical needs of the practice (phone, copiers, fax machines, PCs, etc)
• Monitor daily transaction activity to ensure compliance with policies and procedures.
• Resolve complex or critical situations involving patients, staff and customers: consults with manager for guidance as needed (e.g., complaints, discipline, etc.).
• Schedule staff and allocate resources across hours of operation to maximize patient access and satisfaction, provider productivity and efficiency, staff productivity, cost-savings, and operational efficiencies.
• Implement new policies and procedures created by RMG or department leadership.
• Complete other duties as assigned.

Required:

• Bachelor's degree or equivalent work experience.
• Minimum of three years work experience in a medical or related business.
• Comprehension of insurance plans including HMO, PPO, POS, commercial, Medicare, and Medicaid.
• Solid understanding of patient flow in a medical office.
• Leadership experience.
• Working knowledge of medical software, Word and Excel.
• Experience managing daily cash activity and reconciling income reports with daily payments.

Preferred:

• Knowledge of CPT and ICD-9 coding.
• Supervisory experience.

Schedule:

Monday-Thursday 10:15am-8:00pm.

Friday- 9:00am- Noon. Position is a patient-facing on-site only, remote or hybrid is not an option.

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.