This Office Coordinator supervises the day to day patient care operations of the front desk, check in, registration, appointment scheduling and medical record functions of the Department of Obstetrics & Gynecology at the Norfolk office.  This responsibility includes managing the workflow and tasks associated within these areas as they relate to the clinical practice.  The Office Coordinator is the direct supervisor for the employees staffing the functions above.  The Office Coordinator is the primary point of contact for the office in the absence of the Practice Manager.

• Front Desk Operations
  • Oversee daily front desk activities to ensure smooth patient flow and efficient operations.
  •  Supervise and train reception staff in scheduling, patient check-in/out, and customer service procedures.
  • Ensure accurate insurance verification, co-pay collection, and patient registration.
  • Handle escalated patient concerns or scheduling conflicts professionally.
  • Coordinate front office coverage and staff schedules.
  • Monitor and manage employee tasks within the electronic medical record.
  • Maintain compliance with HIPAA and privacy policies at all times.
  • Audit records regularly for accuracy and proper documentation.
  • Provide hands on support for the front desk team as needed.

• Medical Records Management
  • Supervise the creation, maintenance, storage, and retrieval of patient medical records (electronic and paper-based).
  • Ensure accuracy, completeness, and confidentiality of all medical records.
  • Monitor compliance with federal and state regulations.
  • Manage release of information (ROI) requests according to legal guidelines.
  • Audit records regularly for accuracy and proper documentation.
  • Monitor and manage employee tasks within the electronic medical record.

• Staff Supervision and Training
  • Recruit, train, and evaluate front desk and medical records personnel.
  • Conduct performance reviews and provide ongoing coaching and development.
  • Create and update office policies and standard operating procedures (SOPs) in conjunction with leadership team.
  • Coordinate weekly staff meetings to communicate updates and reinforce compliance.
  • Educate staff on policies, procedures, protocols, and department initiatives to ensure optimal job performance and patient/provider satisfaction.
  • Provide quality orientation for all new hires, including ongoing evaluations during the probationary period.

• Office Coordination
• Collaborate with clinical staff to ensure effective communication between front office, medical records, and patient care teams.
• Communicate effectively with physicians, nurses, and other staff to facilitate efficient operations.
• Track and report key performance indicators (KPIs), such as patient satisfaction, scheduling efficiency, and record turnaround times.
• Maintain office supplies and ensure front desk equipment (phones, printers, scanners, etc) are operational.
• Assist Scheduling Coordinator with creating, opening and closing provider schedules as needed.

• Customer Service
• Promote a welcoming and professional environment for all patients and visitors. Ensure waiting area is clean, organized and welcoming at all times.
• Address patient inquiries or complaints promptly and courteously.
• Monitor waiting rooms to ensure appropriate patient flow, prompt check in times, and identify any bottlenecks preventing patients from being called to the back in a timely manner.
• Keep patients informed of clinic delays and offer assistance to ensure they are comfortable during their wait.
• Monitor the waiting area for any safety hazards or emergencies, such as patient illness, disruptive behavior, or spills and respond accordingly.

• Leadership
• Attend Departmental meetings and Compliance training.
• Function as a core member of the Department of OB/GYN Management Team working closely with the other supervisors, managers, and senior administration to achieve excellent customer service, the highest quality outcomes, employee retention, and optimal workflow.
• Support and back up other supervisory and management positions within the Department of OB/GYN as needed. 
• Implement new policies and procedures.
• Performs other duties as assigned by the Departmental Management

Basic administration and medical records management skills required. Associates degree and 3 years of relevant experience in a healthcare environment is preferred. Healthcare experience preferably in multi-specialty physician group practice.  Previous supervisory experience is preferred.