JOB SUMMARY:

This position is responsible for coordinating all facets of primary medical care access and delivery at the assigned office location; facilitates multidisciplinary approach to patient care with special attention to excellent customer service and provider access for patients; ensures continued education and direction for all staff in the development and promotion of a collaborative health care model that focuses on comprehensive medical care in a Patient-Centered Medical Home; maintains responsibility for day to day operation of program activities to promote service excellence. This position is also responsible for ensuring New Horizon Family Health Services policies and procedures for registration, patient appointment scheduling, front desk, finance, health information management are carried out effectively.

This position works closely with medical providers, nursing and clinical staff, care management, behavioral health, revenue cycle, quality, and executive leadership to ensure the practice delivers accessible, high-quality, patient-centered care while meeting FQHC operational, regulatory, and financial requirements.

DUTIES PERFORMED:

• Serve as the liaison and communication channel for the NHFHS administrative headquarters. Greet and assist all visitors presenting for business matters related to the operation of the assigned office location.
• Respond to inquiries regarding policies/regulation and Center services; refer media calls and calls of a technical nature to CEO or other appropriate personnel.
• Address patient complaints and service concerns promptly and professionally.
• Supervise and evaluate assigned support staff in a timely manner.
• Participate in hiring, onboarding, performance evaluations, disciplinary processes, and staff development.
• Ensure accuracy of deposits, demographic and other information entered into the Practice Management System.
• Process leave requests of staff and oversee timekeeping functions in a timely and efficient manner.
• Coordinate provider and staff schedules in collaboration with clinical leadership.
• Review daily schedules for provider availability, staffing, patient volume, and potential bottlenecks.
• Coordinate same-day access, walk-in appointments, urgent visits, and appointment overflow.
• Ensure completion of the office monthly report. Forward to the Practice Management Director and/or CEO by the 10th working day of each month.
• Support workflows for referrals, care coordination, chronic disease management, and preventative care.
• Convene regular department meetings and ensure attendance of all office staff. Document items discussed and maintain a file of notes/minutes for reference. Forward staff requests and/or concerns to the Practice Management Director as appropriate.
• Coordinate facility-related issues with Facilities, IT, Security, Housekeeping, and other departments.
• Addresses safety issues for staff and patient population with appropriate persons in a timely manner.
• Ensure management of patient health information records in accordance with NHFHS guidelines/protocols.
• Ensure staff understand and appropriately implement the organization’s sliding-fee discount program.
• Participate in program/service evaluation activities; facilitate changes in provision of service based on Continuous Quality Improvement results.
• Ensure attendance of office staff at the general staff meeting at the designated location.
• Monitor and report demand for services to ensure adequate staffing and services. Incorporates input from office staff in assessing needs.
• Promote working relationships between clinical staff and administrative support staff that foster the collaborative, managed care delivery, and mediate resolution of conflicts between providers, staff and/or patients.
• Maintain appropriate correspondence files and other files as directed.
• Demonstrate proficiency in the use of the Practice Management System as required to perform job duties.
• Participates in preparation of the annual UDS report.
• Monitors data integrity for the practice management system. Reports problems to the PMD or other appropriate personnel in a timely manner.
• Monitoring patient flow (appropriate use of schedule templates, No Show implementation, walk-in accessibility, 3rd next availability, patient cycle time, and patient surveys).
• Works directly with other managers/supervisors to manage shared staff.

QUALIFICATIONS:

• EDUCATION:
  • REQUIRED:
    • Minimum Associate Degree in Business Administration, Health Care Administration or related field and at least 3 years experience management in health care setting.
    • Experience with electronic health records and healthcare scheduling systems.
    • Strong organizational, communication, problem-solving, and leadership skills.
  • PREFERRED:
    • Masters Degree in Health Administration, Public Health, Business or related field and 1 year experience.
• EXPERIENCE:
  • REQUIRED:
    • Must possess experience in healthcare or office practice management.
  • PREFERRED:
    • Experience working in an FQHC or community health center.
    • Knowledge with HRSA and UDS requirements.

Benefits and Perks:

New Horizon Family Health Services offers a robust and comprehensive benefit package to full time employees.

• Automatic:
  • Annual Leave
  • Sick leave
  • Up to 12 Paid Holidays plus your birthday
  • Eligibility for 2 annual bonuses after 1 year of employment when defined eligibility criteria are met
  • Continuing education courses through SC AHEC
  • Various employee discounts. I.e., Verizon, AT&T, YMCA, etc.
  • Eligibility for the Public Service Loan Forgiveness (PSLF) Program
• Optional:
  • Medical (PEBA State Health Plan), Dental and Vision benefits
  • Flexible Spending and Health Savings Accounts
  • Voluntary Life Insurance
  • Short Term Disability and Long Term Disability
  • Accident and Critical Illness Coverage
  • 403 (b) Retirement Plan, with up to 4% employer match after the first year of employment

Mission:

Our Mission is to provide quality, affordable, compassionate patient-centered health care to improve the health of the communities we serve. Our Vision is that our community will be one of the healthiest in the Nation. Superior patient care is the hallmark of NHFHS.

ICARE Values:

The ICARE values of New Horizon Family Health Services guide our employees toward achieving the mission of our company and our vision for our community. Our values stand for Integrity, Collaborations, Accountability, Respect, and Enrichment.

Community:

Greenville, South Carolina is the perfect place to live, work, and play. Greenville is surrounded by mountains, lakes, hiking & biking trails, as well as recreational activities including golf, tennis, water sports, cultural performances and more. Geographically located between Atlanta, GA and Charlotte, NC, with beaches just 3.5 to 4 hours away.

We are an Equal Opportunity Employer.