Mgr Ambulatory Support Services

Summary:
The Manager Ambulatory Support Services reports to the Department Director or his/her designee within the department. The incumbent is responsible for planning implementing managing and evaluating directly or through supervisory staff support operations for a Brown University Health Ambulatory Department. Support services for the department includes non-licensed administrative and clinical staff who are responsible for outpatient scheduling registration patient outreach medical records patient calls and follow up and any other activity necessary to support ambulatory patient care within appropriate scope of practice. Ensures all activities represent highest level of quality and customer service standards through evaluation of current services and processes recommending and implementing change to meet/exceed standards.

Responsibilities:

Participates with the leadership team in development and implementation of customer-focused and coordinated delivery of ambulatory support services. Develops and implements related policies procedures and practices; ensures all support services activities represent highest levels of quality and customer service standards. Communicates standards to staff monitoring activities to ensure continued awareness and adherence to established standards. Continually evaluates services assessing opportunities for process improvement implementing change as appropriate as part of continual quality improvement plan.

Facilitates effective utilization of resources including people financial and material by developing goals and objectives for the department in conjunction with department director and in consideration of the strategic plan. Identifies resources required to achieve operating results and advocates for them during resource allocation.

Interviews selects orients trains schedules develops and evaluates department staff. Develops annual performance objectives for staff to support key initiatives and priorities of division. Provides direction and guidance to any direct-report supervisors in establishing subordinate staff performance objectives. Assesses need for and makes recommendation for corrective action up to and including termination as appropriate. Creates employee ownership for their careers and success by providing staff with positive and action-oriented feedback to maximize utilization and potential of organization*s human resources

Serves as role model to staff by continuously demonstrating Brown University Health*s values and principles creating and maintaining effective and positive customer service relationships. Ensures customer needs are meet in a timely and effective manner responding appropriately to difficult interactions and educating all staff on importance of quality customer service. Maintains effective employee and labor relations ensuring work environment is conducive to discussion of work-related concerns and issues

Effectively and regularly communicates with staff management and customers to facilitate flow of information necessary to success of all.

Monitors and manages quality and timeliness of services to meet or exceed the affiliate objectives for finance access patient experience and quality. Directs the preparation and maintenance of regular and ad hoc reports of support services activities including statistics and trends.

Other duties and assigned.

Other information:

Basic Knowledge or Education Requirements

Bachelor*s degree in Business Administration Health Administration or related field required. Extensive experience in management or ambulatory practice operations may be considered in lieu of degree if equivalent competency is demonstrated.

Qualifications * Experience

Three to four years related management experience preferably gained in a similarly large and complex healthcare organization. Experience must demonstrate ability to effectively organize and manage multi-function or multidisciplinary support staff representing high standards for customer service. Experience must reflect effective interpersonal skills and problem-solving abilities. Familiarity with Ambulatory services EPIC electronic health record and billing processes and related regulatory standards is highly preferred.

Supervisory Responsibility

Manages up to 30 FTEs of administrative and clinical support staff (non-licensed). In areas without a clinical manager may be responsible for management of registered nurses in collaboration with medical director or designee to maintain clinical competencies.

Brown University Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: Brown Health Medical Group USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union

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