Department: Administration
Position: Senior Administrative Assistant, Patient Experience and Operations
Exemption Status: Non-Exempt
Reporting Relationship: Executive Assistant Manager
Direct Reports: None
Work Environment: Office-Based
Position Summary
Supports the efficient operation of the department by providing administrative and clerical assistance to the Executive, Practice Administrators, and staff. Assists with communication among the supervisor, Practice Administrators, vendors, and employees by distributing information, routing inquiries, and following up on requests as directed. Performs a range of administrative and clinic-operations support tasks and other related duties as assigned. Provides backup support for the Administrative Support Team. Requires flexibility, strong interpersonal skills, attention to detail, and the ability to work cooperatively with staff at all levels, as well as patients and vendors.
Maintains confidentiality and uses discretion when handling sensitive materials, including Protected Health Information (PHI). Completes assigned tasks and projects by following established procedures, organizing work to meet deadlines, tracking progress, and communicating updates or issues to the supervisor. Helps improve efficiency for the supervisor, the Practice Administrator team, and the teams they support by keeping information, schedules, and records organized and up to date.
Essential Duties and Responsibilities
- Assists with operational projects by maintaining trackers for deadlines, action items, and deliverables as directed; sends routine reminders and status requests, and reports progress updates to the supervisor.
- Provides general calendar and scheduling support, including scheduling internal and external meetings, managing appointment confirmations, and screening and routing incoming communications according to established guidelines.
- Supports communication with Practice Administrators across clinic locations by distributing information, collecting requested updates and materials, maintaining action-item logs, and scheduling recurring Practice Administrator meetings.
- Assists with meeting logistics, including booking rooms, sending invitations, distributing agendas and materials prepared by leadership, taking meeting notes, and recording action items for follow-up.
- Is a member of the Administrative Support Team; provides backup coverage for shared clerical and scheduling functions as assigned.
- Assists with booking routine travel arrangements when requested, following organizational travel policies.
- Collects receipts and credit card documentation, completes expense forms, and submits them to accounting; maintains basic expense records and assists with gathering documentation for reconciliation.
- Maintains confidentiality of all materials handled, including strict adherence to HIPAA privacy and security requirements when accessing, discussing, or handling Protected Health Information (PHI).
- Formats and updates PowerPoint presentations using established templates and proofreads content for accuracy and consistency.
- Assists with compiling, updating, and distributing routine operational reports using existing tracking tools and templates, such as patient satisfaction reports, position control logs, Paycom reports, and monthly or quarterly Practice Administrator metrics.
- Maintains logs for incident reports and patient-disruption processes, tracks open items, and forwards information to the appropriate leaders for resolution.
- Serves as a point of contact for routine vendor and partner requests by gathering and submitting requested information as directed.
- Maintains professional, cooperative working relationships with staff, leadership, patients, and outside contacts.
- Supports Variety Care's accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable. Works with staff to help achieve the "Triple Aim" of healthcare reform - improving the experience of care, improving health outcomes, and decreasing healthcare costs.
- Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment. Is a result-oriented problem solver who is responsible and accountable.
- Performs other duties as assigned.
Success Indicators / Key Performance Metrics
- Timeliness of reporting and monthly deadlines
- Completeness and accuracy of documents and communications
- Meets deadlines for all reporting from operations leaders, EPIC and patient satisfaction data
- Meeting minutes and trackers completed timely
- Incident reporting tracking in place and up to date
- Internal customer satisfaction and teamwork with leaders and peers