Summary: The Business Operations Manager is responsible for the overall operational and talent strategies of the medical office. This role works closely with clinical leadership and the revenue cycle team to align the business practices of their department with quality patient care. Ideally, there is a Business Operations Manager for departments, such as Internal Medicine, Family Practice/OB-Gyn, Pediatrics, Urgent Care, and Specialties.

SPECIFIC DUTIES AND RESPONSIBILITIES: All duties are subject to accommodation in accordance with the Americans with Disabilities Act (ADA)

• Financial Oversight
• Budget planning and management
• Revenue cycle management (billing, coding, collections) Liaison with the Revenue cycle team, Support for the providers to answer or facilitate coding questions
• Expense control and financial reporting
• Open encounters
• Scheduled visits
• Unfilled slots / management
• Staff Management
• Recruitment, training, and retention of PSRs
• Performance evaluation and productivity tracking
• Staff scheduling
• Workflow optimization
• Conflict resolution
• Team building
• Indirectly responsible for the providers within the Department- working in partnership with CMO or Department Head (provider)
• Patient Experience and Access
• Patient flow and scheduling efficiency
• Prior auth and referral
• Customer service standards and training
• Managing patient feedback and complaints
• Managing provider complaints
• Schedule and schedule templates (IE: Over scheduled/ double booking, appointment length long or short)
• Review the number of baskets in
• Ensuring timely communication and follow-ups
• Working with Providers to accommodate urgent visits and walk ins.
• Management of provider schedules
• Template efficiency
• Blocking templates for vacation, sick days or training
• Compliance and Risk Management
• HIPAA compliance
• OSHA and other regulatory requirements
• Credentialing and licensing updates
• Emergency preparedness and safety protocols
• Ensuring training and drills are completed.
• Quarterly safety meetings
• Technology and Infrastructure
• EHR/EMR implementation and optimization (ensuring that colleagues are supported, trained and communicating any barriers.)
• Cybersecurity and data integrity
• Equipment and facilities maintenance (reporting issues – and monitoring to ensure repairs are completed timely)
• Strategic Planning
• Business development and growth strategies (understanding the practice/department and suggesting opportunities)
• Performance metrics and KPI tracking
• Ensuring all open encounters are closed timely
• Monitoring provider in basket for messages or tasks not completed timely
• Practice productivity
• Interdepartmental Coordination
• Collaboration with clinical manager and leadership
• Alignment between front office, back office, and clinical teams
• Coordinating cross-functional projects and initiatives
  
  
  

Qualifications:

Required:

• Basic understanding of medical terminology, billing, coding (CPT, ICD-10)
• Familiarity with EHR/EMR systems (e.g., Epic, Cerner, eClinicalWorks)
• Strong Conflict resolution skills
• Clear written and verbal communication
• Exemplar in customer service and patient relations
• Proficiency in Microsoft Office Suite (especially Word, Outlook and Teams)
• Basic knowledge of healthcare regulations (HIPAA, OSHA)
  
  
  

Preferred:

• Cross-functional collaboration (working with clinical staff, billing, compliance, etc.)
  
  
  

Education and/or Experience:

Required:

• High school diploma or equivalency
• Minimum of 3-5 years of prior work experience in a medical front office setting.
  
  
  

Preferred:

• Associate’s degree in healthcare administration, Business, or related field
• CMOM (Certified Medical Office Manager)
• CPM (Certified Practice Manager)
  
  
  

Physical Requirements and Work Environment:

The physical requirements and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires the manual dexterity sufficient to operate phones, computers and other office equipment. The position requires the physical ability to kneel, bend and perform light lifting. This person must have the ability to write and speak clearly using the English language to convey information and be able to hear at normal speaking levels both in person and over the telephone. Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus. Generally, the working conditions are good with little or no exposure to extremes in health, safety hazards and/or hazardous materials.