Management and Staff Glossary

NOTE: There are no standard definitions for position titles in the industry. Our position descriptions are intended to be all encompassing. The more specific the position description, the less applicable it becomes to all participating practices and influences the amount of data reported. Please read the description and select the position title that most closely reflects the responsibilities of the employee.

Benefits Manager

• Oversees all aspects of the organization’s salary/wage administration program as well as the benefits program;
• Determines eligibility for the benefits program; and
• May provide assistance and information to employees with the selection of benefits and filing claims.

Billing Manager

• Plans and manages registration, patient insurance, billing and collections, and data processing to ensure accurate and efficient account collection;
• Monitors daily operating activity of department and makes adjustments as necessary; and
• Responsible for addressing collection and business office problems.

Branch/Satellite Clinic Manager

• Oversees the daily administrative and operations activities of an assigned clinic in an organization with multiple clinics;
• Prepares the clinic’s annual budget and supervises clinic staff; and
• Oversees financial transactions such as purchasing of supplies.

Building and Grounds Manager

• Responsible for major building projects and facilities expansions, space planning, remodeling of current facilities, and maintenance of equipment; and
• Responsible for operation and maintenance of facility.

Business Office Manager

• Responsible for directing and coordinating the overall functions of the business office;
• The top business office position in a mid-size or small organization without a director of business services;
• Exercises general supervision over business office staff; and
• Plans and directs registration, patient insurance, billing, collections, and data processing to ensure accurate patient billing and efficient account collection.

Call Center Manager

• Manages service and/or call center operations to timely and effectively respond to patient needs and ensure a quality patient experience;
• Determines and develops call center operational strategies and KPIs by tracking calls, conducting needs assessments, managing compliance issues, and identifying customer service standards;
• Provide coaching, assistance, and training to call center representatives on an ongoing basis; and
• Analyzes call center data and makes recommendations to improve operations, patient experience, as well as forecast and plan.

Clinical Department Manager

• Manages operation of one or more medical/surgical departments, ancillary service departments, or an ambulatory surgery facility;
• Assists with budget planning and approves department expenditures; and
• May supervise department nonmedical staff.

Clinical Practice Manager

• Coordinates and prioritizes resources, including staff, space and equipment;
• Manages all aspects of the facility such as an ambulatory clinic, including building operations; and
• Develops and implements practice standards and oversees all tasks related to the financial performance of the practice, including strategic planning such as forecasting, developing projections, and providing recommendations and justifications.

Clinic Research Manager

• Collects and analyzes clinical data and outcomes; and
• The top clinic research position in a mid-size or small organization without a clinical research director.

Coding Manager

• Responsible for managing and coordinating the medical coding staff;
• Has expertise in ICD-9, ICD-10, and CPT coding;
• Responsible for the security and accuracy of the patient records;
• Accountable for designing, implementing and enforcing coding policies and procedures; and
• Has knowledge of reimbursement systems, regulations, and policies pertaining to documentation, coding, and billing.

Compliance Manager

• Oversees all aspects of professional billing compliance;
• Responsible for adhering to all regulatory, credentialing, and licensing requirements, and for developing compliance policies and standards;
• Oversees and maintains compliance activities and identifies compliance risk areas to ensure compliance is achieved; and
• May also be responsible for managing research grants

Credit/Collections Manager

• Supervises personnel involved in the mailing of collection letters and counselors who interview patients to arrange methods of payment or extension of credit;
• Interviews patients, evaluates credit history, and determines payment dates based on patient's ability to pay and clinic policy; and
• Makes decisions on which delinquent accounts to turn over to a collection agency or recommends such action.

Front Office Manager

• Oversees the daily functions of front office including scheduling, reception, and insurance verification/authorization;
• Trains and manages all front office staff in addition to developing and attaining performance goals and objectives;
• Maintains a strong knowledge of scheduling systems and compliance protocols; and
• May assist with billing functions, material management or other duties as needed by the practice.

General Accounting Manager

• Assists the CFO or finance director with the financial responsibilities of the organization;
• Develops and oversees activities related to implementing and maintaining the integrity of the organization’s financial reporting system; and
• Assists with or oversees the budgeting process.

Human Resources Manager

• Assists with all aspects of human resource activities, including recruitment, employment, compensation, labor relations, benefits, training, and development; and
• Serves as a link between management and employees by handling questions, interpreting and administering contracts, and helping resolve work-related issues.

Information Systems Manager

• Manages backup, security, and user help systems;
• Researches and recommends new systems and hardware;
• Oversees system and software installation and maintenance; and
• Schedules upgrades and security backups of hardware and software systems.

Insurance Manager

• Responsible for supervision and coordination of all medical group patient third-party indemnity insurance and state and federal medical assistance programs (Medicare, Medicaid, etc.);
• Involved in the implementation of insurance systems with the data processing department; and
• Supervises all insurance personnel.

Laboratory Services Manager

• The top laboratory position in a mid-size or small organization without a laboratory services director;
• Responsible for the activities related to the delivery of laboratory services;
• Monitors the quality of services, products, and supplies used; and
• May monitor budget activities related to the laboratory department.

Marketing Manager

• Responsible for developing, implementing, and executing strategic marketing plans;
• Raise practice awareness and patient engagement through the creation of marketing campaigns;
• Analyze trends and spearhead market research efforts;
• Manages and tracks the implementation of marketing initiatives designed to increase patient volumes; and
• Provides training and support to marketing staff as needed.

Materials Management Manager

• Usually found in organizations with a separate purchasing department or function;
• Oversees all activities that involve the acquisition of equipment and supplies; and
• May monitor budget activities, including the capital equipment budget.

Medical Records Manager

• Oversees and coordinates all activities of the medical library from maintenance tasks to the movement of patient records;
• Oversees all medical records personnel; and
• May monitor budget activities that relate to the medical records function.

Nursing Manager

• Responsible for managing, supervising, and administering the patient/nursing services in the practice;
• In most cases, requires certification as a registered nurse (RN); and
• Supervises nursing staff.

Office Manager

• Manages the nonmedical activities;
• Typically found in a practice that does not have an administrator;
• The focus of this position usually rests on the daily operations of the organization; and
• May oversee some financial activities such as billing and collections.

Operations Manager

• Coordinates and directs the overall operation of specific departments; and
• Coordinates between departments to ensure that the organization meets internal and external regulatory requirements.

Patient Accounting Manager

• Manages the billing process and billing staff for the practice; and
• Manages insurance and other reimbursement functions.

Radiology Services Manager

• The top radiology position in a mid-size or small organization without a radiology director;
• Responsible for activities related to the delivery of radiological services;
• Monitors the quality of all film products used; and
• May monitor budget activities related to the radiology departments.

Reimbursement/Collection Manager

• Oversees payment and collection services for the department including establishing and maintaining the department's fee schedules and fees that relate to managed care activities;
• Conducts regular analyses of reimbursement rates;
• Negotiates out-of-network fees;
• May be responsible for the practice’s central billing office; and
• Oversees coding activities.

Training/Education Manager

• Assists in delivering education and training programs for staff members and patients;
• Helps to identify the training needs;
• Evaluates programs to determine whether the goals and objectives have been met; and
• Monitors the delivery of ongoing programs.

Transcription Manager

• Oversees all medical transcription staff;
• Assists the process of converting voice-recorded reports dictated by physician and other healthcare professionals into text format; and
• Creates procedures to ensure accuracy.

Utilization Review Manager

• Directs collections, monitoring, and assessment of data pertaining to patient services and treatment;
• Conducts audits to ensure quality patient care and appropriateness of services within contracts; and
• Evaluates aspects of patient care, such as timeliness of services, number of bed days used in a hospital, amount of prescribed medication, patient's recovery time, etc.