Mgr- Physician Practice

Northern Light Sebasticook Valley Hospital

Department : RHC - Newport

Work Type : Full Time

Hours Per Week: 40.00

Work Schedule : 8:00 AM to 5:00 PM

Summary :

The Practice Manager is responsible for operational management of the practice(s) and is required to exercise a high degree of independent judgment and creativity to identify opportunities and problems, analyze data, develop initiatives and solutions and meet program goals. Responsibilities include business planning, budgeting, facilitating provider relations, and identifying strategic market opportunities. Oversees, personnel, provider relationships, patient satisfaction, quality improvement and employee engagement/satisfaction either independently or in collaboration with the Director. The incumbent performs duties in accordance with performance standards. The incumbent may have access to highly confidential patient, employee, and proprietary information, and must handle and protect the information in accordance with hospital and system policies, HIPAA requirements, and the highest level of ethical standards. The incumbent is responsible for reporting all security events, potential events, and other security risks to the organization. The incumbent is accountable for employee safety and will attend safety and loss-control training, engage in injury prevention, perform accident and injury investigations including conducting root cause analysis, and assist in returning employees to regular duty.

Responsibilities :

• Exercises leadership style that fosters collaboration, cooperation, and team building and demonstrates problem solving abilities with measurable improvement in process or results.
• Demonstrates an acceptance and ability to coach, counsel, motivate, and direct regarding job performance and work behavior.
• Rounds daily with staff and providers; conducts staff meetings on a regular basis. Optimizing communications to and from practice staff.
• Supports staff in their duties during peak times or during absenteeism.
• Serves as a role model of the change expected from others.
• Serves as a role model for professional leadership.
• Recruiting, onboarding, and training of new personnel.
• Supervise daily Call Center operations as well as call volumes.
• Completes annual staff training, ensuring staff understanding of participation in the above.
• Devising and implementing patient satisfaction improvement plans based on the feedback from patient rounding interviews, survey data, and patient concerns and/or safety events.
• Allocates and delegates work effectively and sets priorities with realistically achievable goals.
• Coordinates office assignments and duties so as to achieve a consistently positive workload outcome and set priorities with realistically achievable goals.
• Conducts staff meetings on a regular basis to foster communication between employees.
• Develops and maintains all practice-based policies and procedures in accordance with federal and state regulations, accrediting bodies and hospital policies.
• Evaluates, plans and coordinates changes in communication systems, information systems, and patient scheduling, registration and billing systems, collaborating with other hospital departments as appropriate.
• Able to receive and offer constructive feedback for problem resolution.
• Manages staff within budgetary constraints using staffing plan and appropriately qualified employees.
• Coordinates appropriately with other departments as needed.
• Develops and maintains effective liaison with management, physicians, patients, community, governing authorities and employees.
• Ensures a safe work environment, adequate supplies and appropriate resource utilization for the practice.
• Ensure that the department environment is free from recognized hazards that create a risk of injury to healthcare workers, patients, and/or visitors.
• Support and facilitate open & non-punitive communication between healthcare workers, patients, and families regarding clinical and environmental safety on their unit and when interfacing with other units, groups, and individuals.
• Support and facilitate employee and non-employee healthcare workers in reporting and directly addressing patient and environmental safety concerns.
• Provides a continuous assessment of all practice operations to identify and implement performance improvement opportunities.
• Maintains appropriate working relationships with equipment and service vendors and ensures strong performance in supply chain management. •Maintains collaborative relationships with other clinical and non-clinical staff and leaders.
• Keeps up to date with changes in technology, IS, and treatment modalities as they relate to services of the practice.
• Ensures that information system performance issues are documented and reported.
• Plays active role in monitoring reimbursement changes that impact the practice and recommends any necessary actions to maximize program financial results.
• Maintains and sets expectation for professionalism, confidentiality, and high degree of work ethic and integrity.
• Facilitates ongoing strategic program development and improvement.
• Ensures an integrated and coordinated approach to a successful and patient-centered practice through internal and external collegial relationships and partnerships.
• Trains and cross-trains staff in all duties required to operate an efficient practice.
• Motivates and empowers staff to achieve results.
• Manages staff schedules and payroll system for the practice in a timely and accurate manner.
• Completes and administers employee performance evaluations in a timely, fair, and consistent manner and conducts performance evaluation conferences that are constructive and informative, encouraging employee communication and participation.
• Provides positive and constructive feedback on an on-going basis.
• Effectively uses disciplinary measures when required.
• Ensures competency of staff and addresses defined learning needs.
• Ensures that all required staff credentials are maintained and up to date.
• Oversight of daily collections and petty cash reconciliation.
• Leads initiatives to effectively support the practice’s business strategy.
• Provides appropriate training and develops leadership and other essential skills in self and others.
• Serves as a role model for professional leadership.
• Demonstrates proficiency in business planning and strategic program development.
• Communicates and enforces the system-wide Corporate Compliance program.
• Reports any potential or real ethical, legal or regulatory violations to the Vice President of Primary and Specialty Care and the Corporate Compliance Officer.
• Encourages staff to report Corporate Compliance issues.
• Communicates and enforces the system-wide Corporate Compliance program.
• Assists with investigations into alleged violations, and the development and implementation of disciplinary and/or corrective action as indicated.
• Continually assesses the department for compliance with all federal, state, local and other regulatory (The Joint Commission, OSHA, CMS etc.) requirements.
• Performs additional duties as required or assigned Escalating concerns/issues/opportunities to Director that include suggested solutions/recommendations/mitigation plans.

Other Information :

Competencies and Skills

• Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
• Acts Strategically: Creates effective plans that anticipate future consequences and opportunities and is able to connect the day to day operations to longer-term objectives, shifts in the industry, and system goals.
• Applies Business Acumen:Demonstrates knowledge of current and future trends that impact organizational success. Applies proven practices and business theories to get results that meet financial as well as other business goals. Recognizes opportunities for new services and products and acts accordingly, taking measured risks into consideration. Possesses a thorough knowledge of their field and independently carries out their work in accordance with professional standards of the profession.
• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.
• Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
• Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
• Develops Self and Others:Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to ensure they are enhanced appropriately.
• Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
• Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction and models it personally. Creates a compelling vision of success that motivates workplace initiative and energizes others to follow. Provides direction and guidance to encourage cooperation between team members in order to attain an objective. Has the ability to appropriately influence others' actions and decisions with and without express authority.
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.
• Promotes Health and Safety: Promotes a healthy and safe environment for patients, employees and visitors. Advocates and models healthy physical and mental health behaviors even in challenging circumstances. Sets high quality standards and strives for continuous improvement and quality assurance by reporting and encouraging others to report near misses and safety issues.
• Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable.
• Resolves Conflict: Promptly acts to find alternatives/solutions when team members disagree. Addresses issues in a direct, honest, and appropriate manner. Handles conflicting interests diplomatically and helps to solve them. Transforms difficult situations into teachable moments using respect and accountability .
• Seeks Process Improvement & Applies System Thinking: Possesses and gains insight into situations, problems and processes. Understands the interconnection between organizational elements. Deconstructs problems and systematically investigates the various components. Considers the impact of actions on the entire process/system. Detects problems and opportunities, recognizes important information, and links various data to trace potential causes and relevant details.
• Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.
• Utilizes Resources Effectively: Understands how to get the most out of available resources and uses cost-benefit thinking in decision-making and in setting priorities. Monitors and analyzes resource usage to identify and eliminate areas of waste and maximize resources. As a leader, defines targets and provides appropriate means; oversees progress and makes adjustments when necessary. Appropriately delegates work, sets clear direction and manages workflow and time.

Education

• Bachelor’s Degree or equivalent combination of education and experience.

Working Conditions

• Work with computers, typing, reading or writing.
• Extend body and limbs to reach items.
• Prolonged periods of sitting.
• Prolonged periods of standing.
• Prolonged periods of walking.
• Lifting, moving and loading 30 to 50 pounds.
• Potential exposure to hazardous materials.
• Potential exposure to diseases or infections.