Assistant Practice Administrator

When you join the growing BILH team youre not just taking a job youre making a difference in peoples lives.

GENERAL PRACTICE PHILOSOPHY:
The Advanced Primary Care model (APC) is emerging as a leading model for efficient management and delivery of quality care. An APC practice links multiple points of health delivery by utilizing a team approach with the patient at the center. The care model emphasizes prevention health information technology care coordination and shared decision making among patients and their care providers. The model emphasizes primary care interventions such as coaching chronically ill patients on effective self-care working with patients to develop an individual care plan coordinating with a patients other doctors and specialists using technology to track and coordinate patient care managing hospital transitions and utilizing resources outside the physician office to help patients navigate the health care system and stay healthy.
All members of the APC practice (clinical and support team members) serve integral roles in promoting optimal patient care and are considered valued members of the care team. The success of the model hinges on the attitude and commitment of its team and the belief that all staff members perform a role that is critical and necessary in providing the best patient care experience.

OVERALL RESPONSIBILITY OF ASSISTANT PRACTICE ADMINISTRATOR:
The Assistant Practice Administrator is responsible for ensuring optimization of the patient visit by assisting the Practice Administrator in performing the functions required to facilitate efficient daily operations of the Practice. The Assistant Practice Administrator works closely with care team members and is responsible for coordinating functions related to: a) patient registration triaging and billing; b) employee satisfaction and cross-training; c) daily operations; d) expense management and e) customer service.

The Assistant Practice Administrator should continually assess the current and future needs of staff patients and practitioners and assist care team members in ensuring needs are addressed. Further the Assistant Practice Administrator should exemplify the values of WPA and maintain a positive attitude that fosters the collegiality and high performance standards desired at the practice and promotes the team approach to providing top quality patient care.

PRINCIPLE FUNCTIONS:
Daily Operations
In collaboration with the Practice Administrator assesses and addresses day-to-day operations of the practice to ensure optimum efficiency and smoothness.
Ensures effective operations of the front desk so activities remain focused on providing optimal customer service and supporting the team concept of care delivery.
Provides backup support to administrative practice staff and trains staff with regards to but not limited to: a) telephone protocols; b) scheduling patient appointments and collecting pre-registration information at the time of scheduling; b) patient registration process; c) verifying health insurance coverage and demographic information.
Oversees phones (on/off service) retrieving messages from answering service and conveying the information in a timely manner to the patient care team to facilitate the triaging of information in a manner that mitigates delays in providing optimal patient care.
Handles inquires and issues in a courteous and professional manner. Utilizes advanced customer service tools when dealing with difficult patients/family members or situations to diffuse situations that were raised to the Assistant Practice Administrators attention.
Supports assists and backs up care team members with administrative responsibilities as needed to optimize patient and quality care experience.
Complies with Winchester Hospital and WPA policies and procedures including the Code of Business Conduct.
Backs up and assists the Practice Administrator in verifying and approving payroll ensuring accurate time records and payments.
Hiring Training and Oversight/Staffing
Interviews hires orients trains evaluates and recognizes and rewards new and existing administrative staff. Disciplines administrative staff as necessary. Assists the Practice Administrator by providing feedback and input concerning the hiring and performance of non-administrative team members. The Assistant Practice Administrator shall also provide guidance to the care team with regards to problem solving and performance improvement endeavors.
Communications
Assists Practice Administrator in conducting regular staff meetings to promote communication and facilitate problem solving and planning.
Attends required meetings and contributes to committees as a leader of the care team.
Quality and Patient Satisfaction
Strives to achieve high levels of patient satisfaction and assist patients in resolving concerns or complaints through process review and implementation of process change.
Participates in development of infrastructure process that will support adoption of NEQCA measures and HEDIS clinical guidelines in areas of patient care management including but not limited to: intake information patient assessment medical record documentation data management patient satisfaction care plan follow up and process review.

Interacts with patients to problem solve billing issues including resolution of issues related to co-payments co-insurances patient deductibles and outstanding balances.
Reviews and reduces self-pay and A/R balances.
Patient and Practice Safety
Maintains a clean and safe work environment and monitors and documents employee compliance with tuberculosis testing requirements.
Assists Practice Administrator in ensuring a safe working environment by: a) monitoring and correcting maintenance housekeeping and physical plant concerns; b) maintaining office and clinical equipment in good working order; c) maintaining an updated OSHA manual that is accessible to staff; d) maintaining MSDS fact sheets for chemicals used in the practice; and e) monitoring service contracts coordinating repairs and scheduling preventative maintenance services.

Financial
Collects data and trend analysis to assist the Practice Administrator in developing revenue projections and corresponding supply capital and staffing budgets.
Demonstrates fiscal awareness and responsibility by comparing and analyzing practice administrative related expenditures monthly and efficiently utilizing staff and supplies in a manner that is aligned within budgetary guidelines. Recommends ways to reduce expenses in a manner that will not adversely impact the provision of optimal patient care.
Process Improvement
In conjunction with Practice Medical Director and Practice Administrator and with input from the care team continuously evaluates and addresses opportunities for system improvements and customer service enhancements that will optimize the provision of patient-centered care.

PERFORMANCE EXPECTATIONS AND REQUIREMENTS:
Winchester Physician Associates is committed to supporting its staff in a manner that encourages respect for co-workers teamwork and individual initiative which enables staff members to provide the optimal patient care experience. Employees will be trained on and adhere to practice expectations and procedures and the following WPA-wide program principles:
The PROMISE philosophy
Culture of Safety Initiatives
Customer Service Development Programs

KNOWLEDGE SKILLS AND ABILITIES:
1. High School diploma required.
2. Two years administrative experience in a medical office setting with at least one year experience as a medical secretary or medical biller.
3. Knowledge of medical terminology.
4. Knowledge of insurance plans and referral processes.
5. Keyboarding ability and knowledge of practice management software.

LICENSURE CERTIFICATION REQUIRED: None
CPR CERTIFICATION: None

Full-time/ Stoneham Medical Group/ 40 hours

Job Description:

As a health care organization we have a responsibility to do everything in our power to care for and protect our patients our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

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