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Providence Health & Services Administrative Operations Supervisor in Mission Hills, California


Providence is calling a Administrative Operations Supervisor (Full time/Day shift) to our Providence Facey Medical Foundation in Mission Hills , CA.

We are seeking a Administrative Operations Supervisor under the direction of the Patient Care Delivery Director/manager, who will oversee the administrative functions of the designated departments within a site(s). Assume direct line responsibility for patient care delivery, ancillary and support services. Direct, supervise and coordinate all aspects of patient care delivery, focusing on service, patient, employee and physician satisfaction, community relations; as well as marketing and planning to ensure a high level of quality healthcare. Specific responsibilities include supervising day-to-day operations, with an emphasis on patient care delivery, high quality customer service, staffing and efficient allocation and use of available capital and human resources. The position is responsible for, and provide oversight regarding the following: positive patient relations, proper telephone communication training & coaching, appointment scheduling, patient registration as well as payment/co-payment collection. Perform "hands-on" supervisory support, leadership, and training.

Accountable for direct supervision of Receptionist, and/or LVN's, Medical Assistants, Lab Assistants as assigned. Will ensure all operations policies and procedures are implemented and carried out consistently across multiple departments to ensure a positive patient experience. Will be involved in short and long term operational planning for the site, while participating and/or leading organizational sub-committees.

In this position you will:

  • Oversee the management of administrative operations / functions within the site

  • Deliver upon the service expectations of both our patients and fellow staff members by listening to their needs; engaging in positive interactions; and following through on promises made in a thoughtful, efficient, timely and courteous manner so that their total outcome is better than expected

  • Respect the dignity, confidentiality and privacy of patients

  • Work in a safe manner, adhering to general safety precautions and standards Report any unsafe conditions to their supervisor and/or the safety hotline

  • Make rounds throughout the day to each department to assess service needs; provides back-up coverage for front line and back office support as needed

  • Provide direction, leadership and guidance to staff and other administrative personnel

  • Ensure cross-departmental compliance with FMF polices and procedures

  • Hold departments and personnel accountable for meeting performance targets with regards to call abandonment rate, patient satisfaction, and access

  • Participate in development of departmental procedures and guidelines

  • Monitor expenditures such as overtime, meals, supplies and petty cash disbursements to ensure appropriate utilization across departments.

  • Support the administrative resources and liaison between the site and central departments such as Business Office, QI, Risk and Accounting with regards to operational front desk and back office work flows

  • Promote team spirit and professional work effort

  • Assume responsibility and accountability for all medical receptionist and/or back office functions (non-clinical needs)

  • Greet patients in departments, answer phones, make appointments, and keep patients informed as to delays in the physician’s schedule, prints daily schedule as needed

  • Assume responsibility and accountability for daily cash out reconciliation; monitor over/shortages, investigate and report discrepancies to Site Director/Manager or Regional Administrative Director

  • Oversee Kronos computations; monitor utilization; identify and correct problems

  • Establish and maintain safe and healthy work environment, adhering to general safety precautions and standards. Report unsafe conditions to Site Director, Manager and/or safety hotline

  • Provide timely input to Site Director/Manager or Regional Administrative Director regarding patient, employee, system or facility issues

  • Handle complaints in a professional manner and refers to Patient Liaison or Site Director/Manager or Regional Administrative Director as needed

  • Demonstrate courtesy and helpfulness toward patients and their families; assure that information given to patients is accurate and complete

  • Ensure efficient written and oral communication

  • Make facility/safety rounds; check for “EXIT” lights operating, department flashlights operate, trash or obstructions are eliminated from facility

  • Demonstrate effective management skills:

  • Hire and retain qualified staff; ensure new employees are oriented to their department and well trained for their jobs

  • Organize the workload across departments and establishes work standards to promote efficiency and productivity

  • Identify operational deficiencies, gather relevant data and formulates a plan to address the deficiencies

  • Conduct departmental staff meetings on a monthly basis or more frequently if needed and maintains minutes of all meetings

  • Motivate and manage staff to ensure that performance standards are met or exceeded. Assist staff with evaluation, development and reporting relevant quality management indicators. Ensure competency is maintained through continuous monitoring, assessment and follow up

  • Give timely and constructive feedback on performance; document all corrective counseling. Collaborate with site management and HR in addressing staff disciplinary issues

  • Prepare and conduct fair and objective performance appraisals within one month of the employee's anniversary date

  • Work collaboratively with the Patient Care Delivery/Quality Nursing supervisors on all non-clinical performance issues

  • Assist the Director/Manager with development and implementation of strategic initiatives and goals

  • Demonstrate the ability to make decisions, take appropriate action and follow tasks through to completion. Take accountability for results and work collaboratively with others to address deficiencies

  • Maintain organizational and employee confidentiality at all times

  • Ensure that adequate in-service education is available to staff members

  • Keep staff apprised of changes in organization and departmental policies

  • Maintain a high degree of professionalism

  • Participate and/or lead sub-committees as requested by Patient Care Delivery Director, Manager and/ or Administrative Director of Operations

  • Demonstrate a willingness to accept new responsibilities

  • Respond cooperatively to managers and staff members in other departments to promote teamwork

  • Act as a role model in demonstrating the customer service standards of the organization

  • Demonstrate a commitment to personal growth and development by participating in external activities related to professional goals

  • Attend departmental meetings as appropriate and contributes ideas for improving efficiency, productivity and patient satisfaction

  • Promote continual customer service excellence; caring and friendly manner with patients and co-workers


Required qualifications for this position include:

  • Coursework/Training in Communication

  • 5 years experience in medical reception

  • 2 years supervisory experience

  • Typing 40-50 wpm and computer skills

  • Ability to effectively interact with public and co-workers

  • Working knowledge of medical insurance HMO/PPO/EPO/Indemnity/Worker’s Comp

  • Ability to lead and implement change management and process improvement activities in a culturally diverse environment

  • Excellent customer service and communication skills

  • Understanding of medical group operational processes and staff competency requirements

  • Working knowledge of medical insurances, billing and collections procedures

  • Microsoft Word, Excel and Power Point required

  • Strong written and verbal skills; ability to recognize issues, set priorities, and take direction to accomplish established objectives

Preferred Qualification

  • Associate Degree

  • Proficiency in use of various software unique to health care environment - IDX and All Scripts

About the organization you will serve:

Facey Medical Group is a multi-specialty medical group with over 160 physicians providing care to the growing population in the North & East regions of Los Angeles & Ventura Counties. Twelve medical clinics, including two urgent care centers and dedicated women's centers, are located across the San Fernando, Santa Clarita, and Simi Valleys. The group began as a single medical practice over 90 years ago.

Facey is part of Providence Health & Services, an integrated, not-for-profit 5-state network of hospitals, care centers, medical clinics, affiliated services and educational facilities spanning from California to Alaska.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Clinical Lead Supervisor/Manager

Location: California-Mission Hills

Req ID: 251672