Assistant Manager - MMA at Memorial Healthcare – Owosso, Michigan

Responsible for overseeing specified areas of the office in collaboration with the Practice Manager. Works under the supervision of the Practice Manager. Primary responsibilities include ensuring patients receive friendly, efficient service, and maintaining efficient flow of the overall office. Additionally, working with other supervisors, departments, and service lines to achieve operational goals as defined by the practice leadership. Communicates effectively to provide support within the practice and exceptional customer service to patients. Strives for superior performance by consistently providing a product or service to leadership and staff that is recognized as ultimately contributing to the patient and family experience. Recognizes and demonstrates understanding of patient and family centered care.

1. Responsible for ensuring patients receive friendly, efficient service, and timely patient access.
2. Responsible for ensuring patients receive benchmark customer service, identifying and making recommendations to the practice manager on the operational process of the front desk and clinical roles to achieve operational goals.
3. Manages more complex patient reception/medical records problems or issues.
4. Keep Practice Manager informed of departmental activities within the medical office as it relates to operational activities and needs of the specific office.
5. Responsible for the daily calendar of providers. Maintains awareness of provider schedules, monitors scheduling efficiency, and coordinates Peer to Peer reviews for providers, and assists with scheduling meetings.
6. Serve as a point of escalation for operational issues occurring during clinic hours and actively participate in complaint resolution for patients, physicians, and staff.
7. Assists Practice Manager with development and evaluation of desired outcomes for the department, identifying tasks that optimize work flow, and providing suggestions for continuous process improvement.
8. Is apprised of and provides accurate statistics on practice related data as directed by Practice Manager.
9. Keeps staff informed of updated guidelines and operational changes; assists with training staff on new and revised policies and procedures; maintains current and organized training materials for both new and existing employees; and participates in new employee orientation as directed by the Practice Manager.
10. Coordinates office staffing/coverage, oversees daily clinic workflow under the direction of the Practice Manager.
11. Keeps the Practice Manager apprised of needs with staffing, inventory, supplies, and physical space to facilitate efficient day- to-day operations of medical offices.
12. Assists Practice Manager with monitoring compliance with current regulatory, legal, and safety requirements for the practice.
13. Assist with provider onboarding, clinic templates, and schedule optimization.
14. Demonstrates knowledge of and support of Memorial Healthcare’s mission, vision and value statements, standard policies, procedures, operating instructions, confidentiality statement, corporate compliance plan and code of ethical behavior.
15. Serve as a visible leader in the clinic, modeling professionalism, accountability, and teamwork.

1. Act as a liaison with other departments in working collaboratively on projects as designated by MMA Administration.
2. Demonstrates job related aspects of patient safety to assure a safe environment, safe and effective use of equipment and technology, and decreased risk of potential adverse patient occurrences.
3. Participate in departmental and MMA meetings.
4. Travel to off-site practices.
5. Step into operational leadership responsibilities in the Practice Manager’s absence, as assigned.
6. Support special projects, growth initiatives, and practice expansions.
7. Other duties as assigned.

EDUCATION

1. High school diploma required.
2. Associates degree preferred in related fields (Management, Healthcare Administration, etc.)

EXPERIENCE

1. A minimum of three (3) years medical or administrative office experience, with reception or cross-trained medical assisting duties, in a physician network or ambulatory care setting required.
2. Prior supervisory experience required.

These physical requirements are not exhaustive and additional job-related physical requirements may be added on an as needed basis. Corrective devices may be used to meet physical requirements.

1. Sedentary Work: Frequently required to stand, kneel and crouch. On a daily basis may be required to move about, sit, climb stairs and bend. Is frequently required to lift and carry up to 20 lbs. May be required to push/pull/carry items between 20-100 lbs.
2. Vision: Requires the ability to perceive the nature of objects by the eye. Near acuity: Clarity of vision at 20 inches or less. Midrange Acuity: Clarity of vision at distances of more than 20 inches and less than 20 feet.
3. Motor Coordination: While performing the duties of the job, it is required to regularly perform functions that include using hand and finger movement, handle or feel objects, be able to use tools or equipment that requires reaching with hands and arms. Must be able to travel independently throughout the hospital; access patients/families including areas confined by space and/or equipment.
4. Speaking/Hearing: Ability to give and receive information through speaking and listening.

1. Proficiency using modern office, computer and telephone equipment as used by Memorial Healthcare.

1. Ability to adapt and maintain focus in fast paced, quickly changing or stressful situations.
2. Ability to read and interpret a variety of documents including, but not limited to policies, operating instructions, white papers, regulations, rules and laws.

1. Able to see for the purpose of reading information received in formats including but not limited to paper, computer, reports, bulletins, updates, manuals.
2. Able to hear for work-related purposes.

1. Ability to interact with co-workers, hospital staff, administration, patients, physicians, the public and all internal and external customers in a professional and effective, courteous and tactful manner, at all times, physically, verbally and in all written and electronic communication.
2. Required to remain calm when adversity is encountered.
3. Open, honest, and tactful communication skills.
4. Ability to work as a team member in all activities.
5. Positive, cooperative and motivated attitude.