Practice Manager

POSITION DESCRIPTION
Under the supervision of the Chief Operating Officer, the Practice Manager is accountable for the overall management, supervision, and development of the respective practice and the satellite sites while ensuring the efficiency and stability of the clinical operations in assigned areas, inclusive of quality, access, and value. Leads, supervises, and coordinates overall operational and administrative functions to ensure maximum efficiency, high-quality patient experiences, and compliance with appropriate HR and regulatory policies. Leads the practice in a manner that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of kindness, inclusion, integrity, accountability, and excellence.

ESSENTIAL JOB FUNCTIONS
The following duties are mandatory requirements of the job:

Practice Operations

• Works collaboratively with physicians, administrative and clinical managers, and staff to ensure the achievement of practice-wide operational and financial goals/metrics. Supervises and coordinates all processes and activities in the area/functions assigned ensuring organizational guidelines and policies are followed.
• Develop and implement policies and procedures related to patient scheduling and operational issues in the office practice and exam area in collaboration with the medical and administrative staff of the practice.
• Ensure optimal use of the facility throughout all hours of operation by optimizing staffing ratios, patient density, and use of clinical space.
• Monitor clinic dashboard including, but not limited to Front Desk, Scheduling, Referrals, etc.
• Monitor all work queues in the EMR for completion as they apply to practice operations.Oversee completion and processing of all front-end Revenue Cycle activities including but not limited to co-pay collection, note closure, authorizations, etc
Conduct daily scheduled meetings/huddles with staff to ensure consistent transfer of information, smooth patient flow, and team-driven coordination of care and services.

People

• Direct oversight of supervisor(s) and staff including recruiting and human resource management. Manages and mentors. supervisors to onboard and train clinical staff. Ensures approved HR strategy is implemented and adhered to. Ensures staff productivity benchmarks and quality measures are achieved. Develops remediation plans as needed. Establishes unit metrics and goals to measure the effectiveness of retention strategies.
• Creates the daily, weekly, and/or monthly assignment list to ensure adequate clinical coverage and provider support in the practice.
• Evaluates staff performance and competencies, approaching the performance review process constructively, and conducts it in accordance with Human Resources and departmental guidelines and procedures. Offers continuing guidance and assistance to employees on work activities, procedures, competency development, and performance-related issues as appropriate. Ensures leadership is kept aware of the performance of each employee on an ongoing basis. Addresses any performance-related issues promptly.
• Promotes staff professionalism and performance with coaching, training, and feedback. Mentors others in individual and team accountability, modeling behavior, and demonstrating best practices/techniques. Demonstrates self-development and keeps current on a variety of clinical management and healthcare topics.

Strategy

• Monitors key performance indicators and implements performance improvement initiatives, as needed. Continuously seeks and implements operational improvements. Utilizes electronic medical record dashboards and reports to monitor and keep performance indicators of operational, clinical, and revenue cycle workflows to ensure a holistic view of the practice operation. Develops practice optimization and improvement strategies and utilizes a data-driven methodology to monitor progress.
• Utilizes database of patient activity, resource utilization, and budget variances; and identifies trends and patterns for analysis and actions.
• Leads and/or participates in projects and performance improvement activities.
• Direct all customer satisfaction initiatives, displaying a positive attitude in interactions with staff, patients, and family members.
• Sets expectations for patient portal activation rates. Monitors metrics and develops strategies to meet target goals. Monitor staff performance using Dashboards and work queue completions.

EDUCATION AND CERTIFICATION
Bachelor's degree or equivalency in education and experience.
A minimum of 4 years of related experience.
SPECIAL SKILLS AND KNOWLEDGE
In addition to the above-listed job responsibilities and educational requirements, the ideal candidate for this position possesses most or all of the following:
Demonstrated intermediate or higher proficiency and/or understanding, knowledge, and experience in project development and implementation, process evaluation, and performance and operational improvement in a healthcare delivery system setting;
Demonstrated proficiency in project management skills including planning and executing technical and operational project activities with cross-functional teams.
Demonstrated strong proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applied to areas of responsibility.
The candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely.
Demonstrated strong proficiency in problem assessment, and resolution, and collaborative problem-solving in complex, and interdisciplinary settings.
Ability to communicate effectively in both oral and written forms. This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders.
Must be able to create and deliver high-level communication presentations for senior leadership and other organizational stakeholders.