The Behavioral Health Practice Manager is responsible for flow of patients through the BH clinical sites. The primary responsibilities include supervision of PASS managers and have ultimate responsibility for front desk, office coordinators, intake coordinators, and integrated associates. The Practice Manager is responsible for the clinical workflow with special emphasis on ensuring patient access, managing flow of new patients, and ensuring ongoing patients can access treatment. The PM is also responsible for the optimal functioning of the check in process, management of phone calls, and front desk support activities for providers. The Practice Manager will work closely with the BH director of operations on using data to analyze how the department is functioning and will be involved in constant quality improvement activities.
- Respect and maintain patient confidentiality in all aspects of care including use of electronic information.
- Treat all patients in a welcoming and professional manner.
- Demonstrate professionalism by appropriate attire, attendance, attitude, and behavior within the clinical setting.
- Contribute to the team effort by supporting all team members and maintaining an open and positive attitude.
- Welcome new employees and students to the team by assisting with their orientation to the team and mentoring them, as requested.
SPECIFIC DUTIES AND RESPONSIBILITIES:
- Supervise PASS managers.
- Maintain overall responsibility for front desk staff, office coordinators, intake coordinators, and integrated associates.
- Participates in the hiring, training, scheduling, discipline, and performance evaluation of staff that fall under your purview in conjunction with PASS supervisors and BH director of operations.
- Ensure smooth flow of the patient visits in the department with respect to check in and scheduling.
- Ensure optimal performance related to patient communications in particular management of phone calls.
- Ensure optimal support occurs for clinical providers.
- Ensure optimal support of psychopharmacology providers.
- Engage in regular quality insurance activities related to check in process.
- Work with clinical BH managers and BH operations director to ensure smooth patient flow at all assigned sites currently 20 Central, 280 Union, and SBHC.
- Assures departmental compliance with all state, federal and local regulations, including clinic licensure and JCAHO standards.
- Attends Behavioral Health staff and leadership meetings, and LCHC Managers meetings.
- Demonstrates an understanding of customer service principles by successfully completing on-line Customer Service training.
- Utilizes the principles of customer service when interacting with patients/clients, team members and staff from other departments.
- Appropriately handles or seeks support when customer service breakdowns occur.
- Demonstrates knowledge of culture by successfully completing the on-line training on Cultural Competence.
- Utilizes an appreciation of and respect for diversity when interacting with patients/clients, team members and staff from other departments.
- Responds appropriately or seeks support when confronted with cultural biases or conflicts.
- Is aware that in order to respond promptly and appropriately to emergencies, any staff member may be assigned duties that differ from those in the job description or may be assigned temporarily to a different location or schedule.
- Understands that all staff should have a Personal Emergency Plan in place to best respond to his/her job responsibilities should health center emergency arise.
- Two years’ administrative experience in community health programs or any equivalent combination of education or experience, previous experience working in behavioral health preferred.
- Knowledge of, and experience with, computer applications including practice management systems, databases, reporting, and quality improvement activities.
- Excellent communication and collaboration skills with special emphasis ability to communicate clearly and give direct feedback.
- Exceptional organizational skills
- Sensitivity to the needs of the client population in behavioral health.
- Proven experience working with a culturally diverse population
- Ability to work under pressure, with potentially difficult people, and communicate clearly
- History of good attendance and positive work attitude
- The essential duties of this position present risk of exposure to airborne infection, body fluids, and blood-borne pathogen. Annual BBP Training is required. Up to date immunization and annual TB testing is required. Hepatitis B vaccine and annual flu immunization are strongly recommended. All necessary vaccines are available at no charge at the health center. A Declination form must be signed if the Hepatitis B or other recommended vaccines are declined.
- Results of inquiry to Criminal Offender Record Investigation (CORI) must be acceptable under health center standards.
Lynn Community Health Center (LCHC) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LCHC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. LCHC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LCHC’s employees to perform their job duties may result in discipline up to and including discharge.
Job Posting ID # 18-107