Office Manager, Specialty Services -Urgent Care at Jones Memorial Hospital – Wellsville, New York

The Office Manager supports the operational effectiveness of assigned 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 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.