Practice Manager- Express Care

Description

JOB TITLE: Practice Manager

DEPARTMENT: Heath Center

REPORTS TO: Director of Operations

STATUS: Exempt

SUMMARY:

Practice Manager Summary

The Practice Manager directly oversees the daily operations of clinic site(s). A successful Practice Manager optimizes resources and streamlines processes to maximize patient access and clinical quality outcomes, financial performance and improve care team experience. The Practice Manager plays a central role setting the tone with PHS’ RISE values with patients and staff.

A Day in the Life

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Leadership

• Driving results by taking initiative, managing execution, and holding self and others accountable to achieve goals, even in challenging circumstances.
• Understanding the business from the customer’s perspective, using key performance indicators to make informed decisions, and ensuring timely decisions that advance the organization.
• Engaging people through effective communication and building collaborative relationships across the organization.
• Holding oneself accountable by fostering trust, demonstrating self-awareness and self-development, and remaining flexible and adaptable.
• Maximize contribution to ensure meeting company strategic goals, key performance indicators or initiatives.
  
  

Staff Supervision & Team Management

• Recruitment, training, and management of clinical and administrative staff.
• Conduct performance reviews, provide feedback/coaching, and address personnel issues including disciplinary action or performance improvement plan.
• Sets work expectations, monitor work and provide performance coaching/training resources as needed.
• Facilitates timely communication of company changes, progress and other updates to staff; and provides timely feedback-loop to leadership with staff feedback.
• Ensures consistent, effective staff meetings and huddles occur with relevant information and includes agendas and follow-up minutes/memos; outstanding follow-up occurs timely to staff requests or questions.
• Engage in employee retention through maintaining a healthy work environment and ensure the have the resources to do their job effectively.
• Works closely with human resources to manage budgeted FTEs effectively to mitigate vacancies and turnover rates.
  
  

Operations Management

• Oversees daily clinic operations, including staff, processes, and resources, to ensure efficient patient care.
• Streamlines patient flow to ensure clinics start on time, minimize wait times, and address barriers throughout the day.
• Manages effectively patient schedules in electronic patient management system, and medical and non-medical supplies to prevent disruptions.
• Collaborates with departments to onboard new providers and retain patient panels.
• Ensures proper vaccine, medication, equipment and supply management.
• Prepared and participates effectively in mandatory audits - adheres to quality assurance and regulatory standards from PHS, federal, state, and other agencies, including OSHA, HRSA, PCMH, and ODH.
• Implements changes to PHS policies, procedures, and workflows in coordination with department leadership.
• Collaborates with departments to drive total cost of care down through operational management of point of care processes e.g., integrated care visits, closing care gaps, recalls of well visits, chronic visits and transitions of care visits.
• Analyzes reports and data with action to enhance operational performance.
• Responds promptly to persistent issues with effective action plans, developed with the direct supervisor.
  
  

Quality Management

• Consistently meets population health quality goals of value-based care contracts with state or federal including Medicare Shared Savings Program (MSSP) and Medicaid Value Based Care (CPC).
• Works closely with quality department to ensure Patient Centered Medical Home (PCMH) certification and Uniform Data System (UDS) measures are met in accordance with HRSA.
• Interpret and act upon reports and data to improve quality performance.
• If issues persist or are chronic – will respond quickly by creating and monitoring effective action plans with direct supervisor.
  
  

Financial Management

• Works closely with providers to resolve barriers to meeting encounter productivity expectations.
• Works with frontline staff to ensure patient information is gathered, insurance eligibility is verified accurately, and patient copays are collected.
• Consistently meets EBITDA through optimizing revenue and implementing cost-control measures.
  
  

Requirements

Core Competencies

• Understanding the Business: customer focused (patient and staff), financial acumen, business insight
• Making Complex Decisions: decision quality and manages complexity with competing needs
• Taking Initiative: action-oriented, resourcefulness
• Managing Execution: directs work, plans and assigns, optimizes work processes
• Focusing on Performance: ensures accountability, drives results
• Building Collaborative Relationships: collaborates
• Optimizing Diverse Talent: attracts top talent, retains top talent
• Influencing People: communicates effectively, drives engagement, organizational savvy by balancing people and organization with approach
• Being Authentic: instills trust
• Being Open: demonstrates self-awareness, self-development
• Being Flexible and Adaptable: being resilient and nimble learner
  
  

Success Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

At least 3 years’ experience working in clinic operations or healthcare setting in a leadership role. Experience working in Electronic Patient Management (EPM) and Electronic Health Record (EHR). Experience supervising or directing work of providers, clinical and non-clinical staff.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have the ability to gain knowledge to be proficient of current electronic health record, practice management system and Microsoft 365 including Outlook, Excel and Word.

Other Applicable Requirements

Strong communicator and listener to patients and associates. Strong interpersonal skills (friendly, caring, patient). Strong verbal/written communication skills. Strong organizational skills and attention to detail.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk, use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to fumes or airborne particles; toxic or caustic chemicals and risk of radiation. The noise level in the work environment is usually moderate.