JOB SUMMARY: The Office Coordinator is well-versed in both front office and clinical processes. This position is assigned to oversee the day-to-day operations of a designated location in conjunction with the Office Manager. Key role responsibilities include assuring a patient focused environment by managing daily workflow, addressing personal issues as outlined in expectations, enforcing adherence to company policies and providing support and resources for staff. This position works under the direction of the Office Manager to hold staff accountable to high service standards, educate staff and new hires and to promote cost effective, quality patient care.
Recognize need for and arranges clinic coverage for absences to ensure adequate staffing, notifying office manager of changes. Consult with office manager regarding schedule changes that require additional staffing.
Make changes in staffing assignments based on location needs and demonstrated staff competencies. Frequently monitor front desk activity and make adjustments as needed.
Provide guidance to front office staff in collection of patient balances.
Receive and sort incoming mail daily. Disperse mail to appropriate department in a timely manner. Manages postage expense for assigned clinic.
Collaborate with office manager to manage provider needs and concerns. Keep Office manager informed on any HR issues that may arise.
Provide information to others to explain/clarify problems, issues or requests.
Communicate with patients and coworkers in a compassionate, helpful manner. Make every effort to diffuse a conflict or tense situation; and rectify patient complaints satisfactorily.
Provide first tier computer support to staff and providers. When escalation of issue is required coordinate resolution with IT staff member.
Participate in periodic staff meetings.
Assist designated manager with implementation and oversee compliance of specific policies and practice guidelines in accordance with VIPMS policy and regulatory standards, including: OSHA, HIPAA, CLIA, staff nurse and front office performance.
Consult with Lab Manager to ensure that nurses are following proper lab protocols, and that protocols are kept up to date.
Perform or oversee routine equipment maintenance on all office equipment, including lab machines, refrigerators, copiers and printers.
Monitor and enforce VIPMS policies, including internet and cell phone usage, personal calls and activities while on the clock, and attendance and tardiness.
Work with all staff, providers and office manager to maintain efficient, effective clinic flow; check schedules and organize patient flow.
Act to ensure a safe, customer-friendly environment. Respond promptly to patient and staff concerns seeking to bring issues to resolution. Provide feedback regarding issues.
Work in coordination with the billing office and front office staff to reduce past due account balances.
Monitor error rates on entry of correct insurance data into billing system. Ensure front office staff utilizes all systems to verify patient insurance eligibility to maximize timely collections.
Oversee office bank deposit reconciliation and deposit on a daily basis.
Monitor and maintain location inventory including all medical, lab and front office supplies.
Collaborate with appropriate clinical staff to ensure medical and lab supplies are adequate and used in order of expiration date to minimize waste.
Ensure that all supplies are used appropriately.
Support development and training opportunities for assigned staff. Act as resource for novice staff members as well as assisting experienced staff in problem-solving for complex situations. Collaborate with management team as necessary.
Maintain appropriate documentation of issues and staff education to allow office manager to appropriately evaluate staff performance.
Recognize and acknowledge desired performance. Notify office manager of staff performance that is consistently above average.
Build, maintain and support a culture that fosters effective working relationships.
Exemplify Credo behaviors to build relationships and manage conflict within scope of responsibility
Model positive behavior and address staff deficiencies in time management causing workflow problems; tone of voice and word choice that negatively affects communication, lack of focus which leads to poor attention to detail, lack of ownership and errors.
Learn and apply new technical skills and systems as technology changes. Work with management team to identify learning needs surrounding computer and technical systems.
Follow computer downtime procedures
Able to perform front desk duties as needed to facilitate workflow when a staff shortage arises.
Vanderbilt University Medical Center is home to Vanderbilt University Hospital, The Monroe Carell Jr. Children’s Hospital at Vanderbilt, the Vanderbilt Psychiatric Hospital and the Vanderbilt Stallworth Rehabilitation Hospital. These hospitals experienced more than 61,000 inpatient admissions during fiscal year 2015. Vanderbilt’s adult and pediatric clinics treated nearly 2 million patients during this same period. Vanderbilt University Hospital and the Monroe Carell Jr. Children’s Hospital at Vanderbilt are recognized again this year by U.S. News & World Report’s Best Hospitals as among the nation’s best with 18 nationally ranked specialties. Vanderbilt University Medical Center is world renowned because of the innovation, work ethic and collegiality of its employees. From our health care advances to our compassionate care, Vanderbilt owes its accomplishments and reputation to staff and faculty who bring skill and drive and innovation to the medical center day after day. World-leading academic departments and comprehensive centers of excellence pursue scientific discoveries and transformational educational and clinical advances across the entire spectrum of health and disease.As t...he largest employer in middle Tennessee, we welcome those who are interested in ongoing development in a caring, culturally sensitive and professional atmosphere. Most of us spend so much of our lives at work, we want to be part of maintaining a workplace in which people support one another and encourage reaching for excellence. Many high-achieving employees stay at Vanderbilt because of the professional growth they experience and because of their appreciation of Vanderbilt’s benefits, public events and discussions, athletic opportunities, beautiful setting and, above all, sense of community and purpose.Vanderbilt and its employees share a set of mutual expectations that have been created with productivity, legality, fairness and safety always in mind. We believe that our investment in training and compensating employees multiplies in value when we enable individuals to deliver their best performance for the benefit of us all.