Administrative Operations Manager

Administrative Operations Manager

Position Summary

The Administrative Operations Manager is responsible for supervising the daily operations of patient access, front office functions, medical records, credentialing support, and revenue cycle support for one Village Heart & Vein location. This position directly supervises approximately 13 employees and is responsible for ensuring exceptional patient service, efficient patient scheduling, accurate registration, insurance verification, prior authorization completion, timely provider documentation, and effective collaboration with the organization's third-party billing partner to support revenue cycle performance.

The Supervisor provides day-to-day leadership for Patient Access & Revenue Operations staff while fostering a positive, accountable, and patient-centered work environment. This position works closely with providers, clinical leadership, the Chief Financial Officer, and the third-party billing company to improve workflow efficiency, reduce preventable denials, enhance patient experience, and support the financial health of the practice. This role is intended for an emerging healthcare leader who demonstrates strong operational knowledge, leadership potential, and a commitment to professional growth.

Essential Duties and Responsibilities

Leadership & Staff Supervision

• Supervise the daily operations of approximately 13 Patient Access & Revenue Operations employees at one Village Heart & Vein location.
• Provide daily leadership, coaching, mentoring, and performance feedback to staff.
• Foster a culture of teamwork, accountability, professionalism, and exceptional customer service.
• Coordinate departmental staffing, schedules, and daily workflow to ensure operational coverage.
• Assist with recruitment, onboarding, orientation, and training of new employees.
• Monitor employee productivity and workflow performance.
• Conduct regular departmental meetings and communicate organizational initiatives.
• Participate in employee performance evaluations.
• Address routine employee concerns and partner with senior leadership on employee relations, corrective action, and performance improvement plans as appropriate.
• Encourage employee engagement, professional development, and cross-training opportunities.
• Lead by example while modeling Village Heart & Vein's mission, vision, and core values.

Patient Access Operations

• Supervise patient scheduling, registration, check-in, and check-out processes.
• Ensure accurate collection of patient demographic and insurance information.
• Monitor provider scheduling templates for efficiency and accuracy.
• Promote timely patient access while minimizing scheduling delays.
• Resolve patient concerns related to scheduling, registration, and customer service.
• Monitor call center performance, including live answer rates, abandoned call rates, and service standards.
• Ensure front office staff consistently provide a welcoming and professional patient experience.

Insurance Verification & Authorizations

• Ensure insurance eligibility is verified prior to services being rendered.
• Monitor completion of prior authorizations and referrals.
• Collaborate with the authorization team to resolve payer issues.
• Identify trends contributing to authorization-related denials and implement workflow improvements.
• Ensure staff understand payer requirements and maintain current knowledge of authorization processes.

Revenue Cycle Support

• Serve as the operational liaison between Village Heart & Vein and the third-party billing company.
• Monitor provider documentation and charge completion to support timely claim submission.
• Review operational reports and identify trends affecting reimbursement.
• Assist with resolving registration, authorization, and documentation issues impacting claims.
• Support initiatives to reduce preventable denials and improve revenue cycle performance.
• Escalate significant operational or financial concerns to the Chief Financial Officer.
• Collaborate with providers and clinical leadership to improve documentation and workflow efficiency.

Point-of-Service Collections

• Ensure consistent collection of copayments, deductibles, and outstanding patient balances according to Village Heart & Vein policies.
• Support accurate patient financial estimates when appropriate.
• Coach staff on effective and respectful financial conversations with patients.
• Monitor point-of-service collection performance and identify opportunities for improvement.

Medical Records

• Supervise medical records workflow.
• Ensure timely processing of release of information requests.
• Monitor provider chart completion to support timely billing.
• Maintain compliance with HIPAA, record retention policies, and documentation standards.

Credentialing Support

• Supervise credentialing support staff and monitor provider enrollment activities.
• Ensure timely completion of provider credentialing and payer enrollment.
• Monitor CAQH profiles and payer enrollment updates.
• Coordinate communication with credentialing vendors and payer representatives.
• Assist leadership with provider onboarding activities related to credentialing.

Operational Performance

• Monitor daily operational reports and department productivity.
• Identify workflow inefficiencies and recommend operational improvements.
• Assist with implementation of new technologies, software, and organizational initiatives.
• Participate in quality improvement projects.
• Promote standardization of workflows across the department.
• Cross-train staff to improve operational flexibility and business continuity.

Compliance

• Ensure compliance with HIPAA, CMS regulations, payer requirements, OSHA standards, and Village Heart & Vein policies.
• Maintain confidentiality of patient, employee, and organizational information.
• Promote regulatory compliance and accurate documentation.
• Support organizational compliance initiatives and audit activities.

Leadership Competencies

The Patient Access & Revenue Operations Supervisor is expected to:

• Lead by example and model Village Heart & Vein's mission and values.
• Build positive working relationships across departments.
• Coach employees with professionalism, consistency, and respect.
• Communicate effectively with staff, providers, patients, and leadership.
• Demonstrate sound judgment and problem-solving abilities.
• Adapt to changing priorities while maintaining operational excellence.
• Foster accountability, employee engagement, and continuous improvement.
• Encourage collaboration and maintain a positive workplace culture.

Performance Expectations

The Patient Access & Revenue Operations Supervisor will be evaluated on the department's ability to achieve operational goals, including:

Patient Access

• Registration accuracy
• Scheduling accuracy
• Live answer rate
• Call abandonment rate
• Patient satisfaction scores
• Front office efficiency

Financial Clearance

• Insurance verification completion
• Prior authorization completion
• Registration-related denial reduction
• Referral completion accuracy

Revenue Cycle Support

• Timely provider documentation
• Charge completion timeliness
• Collaboration with third-party billing partner
• Reduction in preventable denials
• Resolution of operational billing issues

Team Performance

• Employee engagement
• Staff productivity
• Employee retention
• Training and onboarding completion
• Cross-training participation
• Attendance and accountability
• Quality assurance monitoring

Operational Excellence

• Process improvement initiatives
• Department efficiency
• Cross-department collaboration
• Compliance with Village Heart & Vein policies
• Achievement of departmental performance goals

Qualifications

Education

• Associate degree in Healthcare Administration, Business Administration, Healthcare Management, or a related field required.
• Equivalent combination of education and healthcare operations experience may be considered.

Experience

• Two (2) to four (4) years of experience in a physician practice, specialty clinic, ambulatory healthcare, or similar medical office required.
• Previous experience serving as a team lead, trainer, mentor, or informal leader preferred.
• Previous supervisory experience is preferred but not required.
• Candidates who demonstrate strong leadership potential, operational knowledge, accountability, and the ability to motivate others are encouraged to apply.
• Experience using electronic health record/practice management system preferred.

Knowledge, Skills & Abilities

• Strong understanding of medical office operations and patient access workflows.
• Working knowledge of insurance verification, referrals, prior authorizations, and payer requirements.
• Basic understanding of medical billing and revenue cycle principles.
• Ability to supervise, coach, and motivate employees.
• Strong organizational, time management, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to analyze operational reports and identify workflow improvement opportunities.
• Strong customer service and conflict resolution skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Ability to build collaborative working relationships with providers, staff, and external business partners.
• Ability to maintain confidentiality and exercise sound judgment.
• Proficiency with Microsoft Office applications and healthcare information systems.

Working Conditions

• Primarily office-based within a busy cardiology practice.
• Frequent interaction with patients, providers, employees, and external business partners.
• Regular use of computers, telephones, scanners, and other office equipment.
• Requires maintaining strict confidentiality of patient, employee, and organizational information.

Physical Requirements

• Prolonged periods of sitting, standing, and walking.
• Frequent use of hands and fingers for computer and office equipment.
• Ability to communicate effectively in person and by telephone.
• Ability to occasionally bend, stoop, reach, and lift up to 10 pounds.
• Visual acuity sufficient to review reports, electronic medical records, and computer screens.