Office Manager- Practice Management and Specialty Services at Jones Memorial Hospital – Wellsville, New York

The Office Manager supports the operational effectiveness of assigned medical practices and specialty service lines by providing day-to-day leadership of practice operations, staffing coordination, patient flow, administrative processes, and performance oversight. The role partners closely with Practice Management, Specialty Leadership, providers, and hospital departments to ensure efficient operations, high-quality patient experiences, regulatory compliance, and alignment with organizational goals.

Essential Functions and Responsibilities

Operational Management

• Manage daily office operations for assigned practices and/or specialty services, including staff scheduling, onboarding, orientation, training, and performance oversight.
• Establish priorities, workflows, and operational guidelines to ensure efficient and responsive practice operations.
• Collaborate with leadership and peer offices to maintain appropriate staffing coverage during planned and unplanned absences.
• Approve and process timekeeping, PTO, and sick time for assigned staff; coordinate provider schedule adjustments as needed to maintain access and continuity of care.
• Ensure smooth daily operations related to scheduling, telephones, cash handling (as applicable), and use of practice management and electronic medical record systems.

Patient Flow, Access, and Experience

• Establish and maintain efficient patient flow processes appropriate to the practice or specialty service model.
• Address patient concerns and service issues as needed and monitor patient satisfaction data to identify trends, improvement opportunities, and staff education needs.
• Share patient experience results with staff and support initiatives that enhance patient-centered care.

Revenue Cycle, Coding, and Documentation Support

• Partner with centralized billing, coding, and revenue cycle teams to support accurate demographic capture, prior authorization workflows, documentation completeness, and timely transmission of information.
• Monitor operational work queues and assign staff responsibilities to support timely completion of front-end and administrative tasks.
• Collaborate with designated internal and external resources to support appropriate coding practices and compliance, as applicable to assigned practices or specialty services.
• Monitor productivity and access indicators and adjust resources in collaboration with leadership as appropriate to the care model.

Quality, Compliance, and Risk Management

• Participate in corporate compliance, audit, and quality improvement activities as directed.
• Support adherence to organizational policies, regulatory requirements, and accreditation standards applicable to assigned practices or specialty services.
• Collaborate with Health Information Management to ensure appropriate release of medical records in accordance with policy.
• Promote infection prevention, safety practices, and a culture of patient and employee safety.

Financial and Resource Management

• Provide input into the development of practice or service line budgets and monitor operational variances in collaboration with leadership.
• Assist in the development and implementation of financial and operational improvement strategies.
• Support cost-effective use of staffing, supplies, and other practice-controlled resources.

Leadership, Communication, and Collaboration

• Provide leadership to assigned staff, including performance monitoring, coaching, and development.
• Lead or facilitate team huddles and regular staff meetings to promote communication, engagement, and alignment with organizational priorities.
• Collaborate with providers, nursing leadership, practice management, specialty leadership, and hospital departments including IT, Accounting, Compliance, and Human Resources.
• Participate in strategic planning and action planning activities related to assigned practices or specialty services.

Flexibility and Coverage

• Provide operational back-up support for other practices or specialty services as needed.
• When licensed and competency-validated, may perform clinical or technical duties within scope of licensure to support operations, as appropriate and directed.
• May work alternate schedules or participate in on-call coverage as operational needs dictate.

Education and Experience

Required

• High school diploma or equivalent.
• At least three (3) years of progressive supervisory or management experience in a professional office or healthcare environment.
• Demonstrated proficiency with practice management systems, electronic medical records, and office management software.

Preferred

• Bachelor’s degree in management, healthcare administration, or a related field.
• Licensed Practical Nurse (LPN) or Registered Nurse (RN) licensure.
• Minimum of seven (7) years of experience in an outpatient medical practice or healthcare setting with increasing levels of responsibility.
• Experience supporting specialty services, multidisciplinary clinics, or hospital-affiliated practices.

Travel

This position will be based in Wellsville, NY, and will require travel to additional off-site locations.