Office Manager - Downey

Azul Vision is the largest eye care practice in Orange County, Inland Empire, and the Los Angeles area, with Twenty-Five locations and our newest location is Palm Desert to serve you conveniently and comfortably. Our world-class eye doctors are experts in all aspects of eye care as well as leading specialists in vision correction, cataract surgery, and laser eye surgery. We offer everything from cataract removal to cosmetic procedures such as eyelid surgery. You can rest assured you will receive cutting-edge treatment in a comfortable, friendly, and high-tech environment.

The office manager is responsible for the overall performance of their assigned office(s), from managing day-to-day patient flows, through coordinating eyecare service delivery, to meeting financial and business performance objectives, with the ultimate goals of achieving the highest levels of patient care and satisfaction, while maximizing the offices’ profitability. Specific responsibilities include: generating and managing patient volumes to maximize practice revenues, supervising all staff and activities to execute assigned duties and to maintain a customer service focus, identifying and assisting in resolution of quality of care issues, monthly monitoring of office financial performance overall as well as by physician and services delivered, ensuring effective and accurate billing for all services delivered, controlling for efficient inventory of office and clinical supplies, and executing sound cash management and control. Incumbent will maintain an emphasis on patient satisfaction, cost containment, and efficiency in the execution of all front office duties, which include but are not limited to effective use of company provided tools and systems, answering phones, greeting patients, appointment scheduling, check-in and check-out of patients, electronic filing, faxing, cash handling, charge posting, managing telephone calls/inquiries, and general office support.

KEY RESPONSIBILITIES:

• Ensure operations are managed daily to meet the organization’s expectations for smooth and efficient execution, including accurate and timely patient check-in/out, timely answering and processing of telephone calls, clean and orderly operation, and maintenance of waiting room and optical area, and appropriate staffing levels as required
• Establish and Manage office productivity and performance measures for staff and profitability
• Generate and manage patient volume by developing relationships with all Primary Care Physician offices within your demographics to grow and maintain flow of new referrals
• Ensuring office and staff deliver the highest levels of professionalism and patient satisfaction by encouraging teamwork and synergy among the entire office personnel
• Conduct periodic performance evaluations of all staff with identification of improvement opportunities and recommendation for outstanding performance recognition and potential compensation impact
• Help coordinate clinical activates to provide support for delivering the highest quality of care
• Make sure fee opportunities for each patient visit are identified, maximized, and prioritized, with notice to appropriate staff for implementation, including Research Projects, Surgeries and Glasses.
• Ensure office patient schedule templates are full of the appropriate appointments
• Enforce company policies, procedures, and programs by coordinating with corporate managers for clinical services, business development, accounting/billing, and IT
• Conduct regular office meetings to address office performance, staff training, new or revised procedures, and general communications regarding the office work environment
• Maintain inventory of front and back-office supplies and equipment, with reorder responsibility as needed
• Accounting and billing responsibilities include ensuring staff adherence to cash, billing, and accounting procedures, which involve reconciling and accounting for all charges, payments, expenses and daily bank deposits
• Must be able to travel if needed
• Work in a fast-paced environment, have computer proficiency, multi-task, and work well under pressure and deadlines
• Available to work over 8 hours a day/ 40 hours a week

LEADERSHIP:

• Accountable for overall performance of own team performance (work quality, quantity, outputs, and time management)
• Provide opportunity, direction, and tools for team to do their best work every day
• Provide information and lead team performance appraisal process
• Support and promote team development and training plans that may arise from the appraisal process
• Manage any corrective performance issues in a timely manner e.g., timekeeping, behavior and work quality that require support and act on them
• Motivate and coach team and promote development opportunities for the team to allow them to develop and grow

PERSONAL LEADERSHIP:

• Proactively sets, meets, and strives to exceed expectations/KPIs set with Director of Clinical Services, EVP of Medical Services and Executive Team
• Provide advice and support to all to ensure high levels of alignment, collaboration, and teamwork
• Provides support to team member and to peers
• Is committed to and instigates ongoing training and development for self

MANAGEMENT:

Practice:

• Generating and managing patient volumes to maximize practice revenues
• Patient Best Practices Education - ensuring each patient visit includes identification and flagging patients for education opportunities on best practices service selection options, from patient check-in through check-out.
• Patient Utilization Management – Subject to patient need requirements, manage patient visit cycles using patient payer contractual requirements, whether capitated or fee for service, to promote cost effective office financial results.
• Primary Care Physician Patient Referrals – Monitor and grow PCP fee for service patient referrals by promoting and managing local PCP relationships through effective communications, including personal visits, and supporting electronic channels.

Business:

• Ensure operations are managed daily to meet the organization’s expectations for smooth and efficient execution, including accurate and timely patient check-in/out, timely answering and processing of telephone calls, clean and orderly operation, and maintenance of waiting room and optical area, and appropriate staffing levels as required
• Establish and Manage office productivity and performance measures for staff and profitability
• Make sure fee opportunities for each patient visit are identified, maximized, and prioritized, with notice to appropriate staff for implementation, including Research Projects, Surgeries and Glasses.
• Interacting with all major vendors, sales representatives, and other visitors to the site
• Monitoring the site expense budget and keeping purchases/expenditures within guidelines
• Inspecting facility daily for any structural, cosmetic, or operational repairs
• Following-up with corporate departments (e.g., IT, Payroll, Billing, Eligibility, etc.) for support and escalation of operational and/or patient issues
• Creating, analyzing, and reporting on various business metrics such as, but not limited to wait times, provider patients per hour, Yelp reviews, etc.
• Enforce company policies, procedures, and programs by coordinating with corporate managers for clinical services, business development, accounting/billing, and IT
• Accounting and billing responsibilities include ensuring staff adherence to cash, billing, and accounting procedures, which involve reconciling and accounting for all charges, payments, expenses, and daily bank deposits
• Maintain inventory of front and back-office supplies and equipment, with reorder responsibility as needed
• Travel to other office locations as needed for office management coverage when needed, as well as for meetings and training
• Promote a fast-paced environment, automation, and a staff culture that includes multi-tasking, working under pressure and meeting deadlines

Patient:

• Ensuring office and staff deliver the highest levels of professionalism and patient satisfaction by encouraging teamwork and synergy among the entire office personnel
• Ensure office patient schedule templates are full of appropriate appointments
• Controlling for contract supported appointment scheduling to manage utilization among capitation and fee for service insurance coverages
• Maintain inventory of front and back-office supplies and equipment, with reorder responsibility as needed

Staff:

• Proactively sets, meets, and strives to exceed expectations/KPIs and optical sale set with Director of Office Services, EVP of Medical Services and Executive Team
• Provide advice and support to all departments to ensure high levels of alignment, collaboration, and teamwork
• Provides support to team member and to peers
• Is committed to and instigates ongoing training and development for self
• Conduct regular office meetings to address office performance, staff training, new or revised procedures, and general communications regarding the office work environment
• Conduct periodic performance evaluations of all staff with identification of improvement opportunities and recommendation for outstanding performance recognition and potential compensation impact
• Supervising, managing, monitoring, coaching, developing, and evaluating performance of all staff on an ongoing basis in accordance with applicable performance standards (except for the doctors)
• Implementing, monitoring, and taking corrective measures to ensure that the Azul Vision culture is being always observed, by all employees
• Conducting formal performance reviews of all staff (other than physicians)
• Collaborating with the HR team to formalize a development plan for staff as well as managing employee relations issues such as providing employees with formal write-ups and suggestions for improvement, and administering terminations as needed
• Holding departmental meetings and on-site training sessions as needed

Site:

• Maintain inventory of front and back-office supplies and equipment, with reorder responsibility as needed
• Must be able to travel to other office locations for office management coverage when needed, as well as for meetings and training
• Work in a fast-paced environment, have computer proficiency, multi-task, and work well under pressure and deadlines
• Available to work over 8 hours a day/ 40 hours a week

COMMUNICATION:

• Ensure any internal or external patient service issues are handled promptly and efficiently
• Ensure relevant information is available to own team, and other groups as required
• Is an open, clear confident communicator
• Communicates effectively to ensure Clinical function is aligned with other business functions to deliver best products and services to patients
• Prepare for and attend meetings as required
• Ensure team receives all relevant information to undertake role to best of their ability

HEALTH AND SAFETY:

• Actively lead, promote, participate, and comply with all company health and safety systems, policies, protocols, and legislative requirements
• Is aware of the requirements that Azul Vision has in terms of Health & Safety and is committed to own safety and wellbeing and the safety of others in the workplace
• Ensure own reporting of incidents, accidents and near misses
• Ensure housekeeping in own work area provides a safe and healthy environment

QUALITY AND CONTINUOUS IMPROVEMENT:

• A high standard of quality work is produced
• Actively participate in team discussions which includes opportunities for process improvements
• Actively participate, drive, and implement special projects including process improvements

ADMINISTRATION:

• A high standard of quality work is produced
• Actively participate in team discussions which includes opportunities for process improvements
• Actively participate, drive, and implement special projects including process improvements

EXPERIENCE:

• Minimum of 3-5 years of medical practice experience
• Demonstrate an understanding of running a medical office (will consider urgent care, hospital, retail, hospitality, or restaurant industries experience in lieu of medical practice experience)
• Ability to assess and monitor financial performance
• Demonstrate effective supervisory skills and strong business acumen
• Solid computer skills including standard office support tools like those found in Microsoft Office Suite
• Leadership qualities/goal orientation
• Flexibility to multi-task in a fast-moving environment, while also driving toward clarity and solutions, resourcefulness in setting priorities and guiding investment in people, systems, and operations
• Must also have demonstrated ability to communicate with the corporate office, physicians, and other clinical staff for quality of care, and for problem solving with difficult patients
• Must exhibit passion for outstanding results and compassion for those we work with and serve Highly driven to meet and exceed targets and generate results
• Commitment to quality and continuous improvement
• Proven ability to develop and achieve and exceed objectives
• Ability to work under pressure, use initiative and be innovative
• Knowledge and application of company/administration policies, systems, and procedures
• Excellent communication skills with internal and external contacts
• Role models leadership in health, safety, and wellbeing in the workplace
• High level of patient service
• Effective at priority setting

Preferred:

• Demonstration of an entrepreneurial approach to running a medical practice
• Eyecare practice or eyecare related business management experience
• Bachelor’s Degree in Hospitality Management, Business or other applicable degree preferred
• Knowledge/experience in Nextgen or other leading Medical Practice Management Software

Understanding of medical billing

PERSONAL ATRIBUTES:

• Strong communication skills
• Comfortable to lead and implement change
• Strategic
• Has perspective
• Proven decision making and problem-solving ability
• Ability to build strong positive and enduring relationships internally and externally
• Confident
• Flexibility / adaptability
• Professional
• Personal integrity
• Sense of humor
• Team player

KNOWLEDGE, SKILLS, ABILITIES:

• Excellent verbal and written communication skills
• Strong interpersonal skills
• Ability to read and interpret basic business correspondence
• Strong organizational skills and proven ability to multitask
• Proactive work ethic and self-starter
• intermediate computer skill

RELATIONSHIPS AND ROLES:

• Demonstrates ability to interact and operate positively with patients, own team, and all company employee
• Approaches the role with an openness and willingness to learn, grow and improve and exudes qualities that colleagues respect
• Maintains professional internal and external relationships that meet Azul Vision values
• Proactively establish and maintain effective working team relationships with all departments

REQUIREMENT:

• Full COVID-19 vaccination is an essential requirement of this role. Azul Vision will adhere to all federal, state, and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.
• Azul Vision requires all new hires and employees to report their COVID-19 vaccination status
• Employees must comply with any state and local masking orders. In addition, when in an Azul building, employees are required to always wear a mask.
• Or an approved exemption