Practice Manager - Operations

SUMMARY:

Under the direction of the Director of Patient Access Support Services, the Practice Manager is responsible for the daily, multi-disciplinary operations across multiple clinics.  The Practice Manager is a key member of the health center’s leadership team, managing a large and diverse team of administrative staff and oversees administrative elements of clinical staff.  From check-in to check-out, the Practice Manager will maintain and improve processes to ensure LCHC is providing the highest quality care and customer service to patients. 

Management of daily administrative and clinical practice operations includes planning and organizing the work of support staff, coordinating and prioritizing work flow, and developing and implementing appropriate systems, procedures, etc.  Ideal candidates will be able to actively problem-solve, think creatively, and be able communicate and engage with a broad range of stakeholders.

Expectations for All Employees:  Supports the organization’s Code of Excellence and Values by exhibiting the following behaviors:  Integrity, Respect, Compassion, Excellence, Stewardship and Community.

Expectations for All Managers:  As a member of the organization’s management team, performance includes demonstration of the following leadership competencies:  Demonstrates Ownership, Creates Improvement and Innovation, Creates Work Environment Marked by Pride/Joy, Manages Financial Performance, Builds Bridges/Collaborates, Adaptability and Integrity and Trust. 

DUTIES AND RESPONSIBILITIES:

Personnel Management

  • Has the authority to direct and support employees daily work activities.  For non-provider staff, has the direct responsibility to undertake the following employment actions: interviewing, hiring, staffing, termination, corrective action.  For provider staff, this will be coordinated with Nursing leadership, Team Medical Director and/or BH Lead, as appropriate.  Performance reviews will be completed as a unified clinical and administrative pair.
  • Coordinate assistance and training of clinical and administrative staff.  Responsible for ensuring high quality service through work of staff.
  • Identifies problems and takes appropriate corrective action.
  • Holds staff responsible for meeting standards and goals.
  • Responds to, investigates and resolves staff and patient complaints and questions.
  • Responsible for ensuring compliance to regulatory requirements including Joint Commission, HRSAHPAADPH, and OSHA

Fiscal/Budget Management

  • Has responsibility for planning, monitoring and managing department budget. 
  • In coordination with operational and clinical leadership, manage staffing levels (i.e. personnel cost), non-personnel spending, productivity (i.e. revenue) and quality metrics (i.e. revenue and cost).    
  • Assist leadership in evaluating existing programs and in developing new ones.

Patient Flow

  • Coordinates and oversees the daily flow of work, manage work schedules / assignments and coverage.
  • Develops and implements procedures to ensure efficient processing of work including time of service co-payment collection, on-team referral management, pre-registration, and registration.
  • Establishes coordinated communication between all care team roles to ensure timely and appropriate response to patient need.
  • Monitor the external referral work queues to ensure timely turnaround time on scheduling and generation of insurance referrals and/or prior authorizations when needed.

Patient Relations

  • Provides continuous customer service training to patient-facing staff.  Focus on telephone etiquette, creating a positive first impression and managing the patient perception.
  • Proactively acts to continuously improve and monitor customer satisfaction survey results.
  • Serves as a key first line manager for patient complaints; handles complaints, identifies system or personnel issues, fosters communication to resolve identified issues.

Practice Management / Scheduling

  • In coordination with the Operations Manager, functions as the primary leader for managing all clinical schedules on assigned teams.  Ensures that schedules met the complex needs of patients, providers and the organization.  Trains other staff in scheduling tasks, assigns and delegates tasks, and reviews schedules on a regular basis.
  • Monitors providers’ schedules (Medical & BH) to ensure appropriate staff is present and a reasonable number of patients are scheduled in order to facilitate timely patient care.  Coordinate with Team Medical Directors and BHLeads when gaps need to be addressed with individual providers.
  • Ensure short-term schedule adjustments are made for provider vacations, absences and any rescheduling occurs in a timely way.
  • Makes long-term schedule changes for providers in coordination with the Operations Manager.  Maps support staffing for provider clinics and ensures that provider and patients schedules are appropriately staffed.

Facility & Supply Management

  • Continuously monitors the company’s physical environment. Identifies problems and coordinates activities to maintain the physical integrity, maintenance and aesthetics of the practice.
  • Coordinates equipment purchases and ensures that all equipment in the unit is adequately maintained and serviced. Arranges maintenance/repairs as necessary with the Facility Department.
  • Ensures supply reordering process is properly managed to prevent stock-outs, expired items and overstocking.

Project Management

  • Lead improvement projects within the health center that involve both operational and clinical processes/systems aimed to most effectively meet the needs of our patients. 
  • Leading includes taking responsibility for the planning, implementation and follow up activities related to the specific project as directed.
  • Ensures appropriate deliverables are developed, including but not limited to workflows, standardized work, process analysis, measurement plans, requirements documents, test plans, implementation strategies, and change management plans.

Leadership

  • Acts as liaison between physicians, nurses, staff and leadership. Provides information as requested and responds to inquiries. Resolves issues within his/her span of influence and escalates problems judiciously.
  • Creates a motivating environment of sincerity, warmth and fun for staff and patients.  Demonstrates an exceptional level of professionalism for staff to emulate.
  • Assist in the organizational efforts to ‘create a problem-solving culture’ through the application of Lean thinking and practice. 
  • Monitors metrics and facilitates improvement activities in collaboration with clinical leadership.
  • Foster a highly collaborative atmosphere.  Bring stakeholders together to collaborate and solve problems across departments and divisions.  Manage conflict for effective team work.
  • Lead regularly scheduled team meetings. Maintains minutes for each meeting.
  • Represent the practice at various meetings and handle other administrative activities at the discretion leadership.
  • Assist in the annual and ongoing planning process to ensure team priorities align with the annual clinical and operational priorities and ultimately with the organization’s strategic plan.  Establish processes by which progress is monitored throughout the year.
  • Perform other duties as assigned.

Customer Service:

  • Demonstrates an understanding of customer service principles by successfully completing on-line Customer Service training and ACES 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.

Cultural Competence:

  • 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.

Emergency Situations:

  • In order to respond promptly and appropriately to emergency situations, any staff member may be assigned temporary duties which differ from those in the job description, or may be assigned temporarily to a different location or schedule.

Requirements

QUALIFICATIONS:

Education

  • Bachelor’s degree or equivalent work experience required

Experience

  • 5 years’ supervisory experience required
  • 3 years’ experience with health care operations required
  • 1 year experience preferred in continuous improvement leading, implementing, and sustaining change initiatives

Personal Skills and Attributes                                                           

  • Strong interpersonal verbal, non-verbal and written communication skills.  Requires professionalism to deal with patients, providers, staff and external partners.  Position requires understanding of, and ability to effectively interact with low-income urban populations. 
  • Must have strong supervisory skills and experience; ability to manage and lead a broad range of personnel and gain their respect and trust.
  • Must have the ability to respond quickly and purposefully to routine and unusual situations.  Must be able to make good/appropriate decisions quickly, channel information and communicate results appropriately.
  • Knowledge of improvement methods, preferable Lean.  Must have the ability to recognize problems, get to root cause, problem solve, prioritize, experiment and sustain results. 
  • Work requires an in depth understanding of policies, procedures and operations with a focus and attention to detail. Must be resourceful in obtaining information when it is not readily available.
  • Ability to work independently; must have good judgement skills.
  • Self-motivated with strong organizational and time management skills; ability to take initiative, demonstrate sensitivity and tact.
  • Must be comfortable operating in a collaborative, shared leadership environment.  Desire to operate across multiple departments.
  • Demonstrates interest and enjoyment of work.   Ability to inspire others.
  • Ability to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.
  • Demonstrates an exceptionable ability to listen without bias, think critically to discern the key salient points and focus on the tasks that will move the goals of the team forward.
  • Excellent analytical skills, knowledge of medical terminology, business and financial systems.
  • Requires proficiency with computer systems and multiple business applications.

Competencies:

  • Decision Making:  Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
  • Problem Solving:  Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
  • Independence of Action:  Ability to set goals and priorities for functional area. May make recommendations for department policies, practices and programs. Manager or Director provides broad guidance and overall direction.
  • Written Communications:  Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas.
  • Oral Communications:  Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.
  • Knowledge:  Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
  • Team Work:  Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
  • Customer Service:  Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

SUPERVISION RECEIVED:

  • The Practice Manager will report to the Director of Patient Access Support Services.  The Practice Manager will receive oversight from the Director of Administrative Operations, Behavioral Health and the Operations Manager to ensure a standard approach to practice management across LCHC.  The Practice Manager will be responsible for coordinating with Team Medical Directors, BH Leads, and Nurse Managers – the structure is a true partnership of equals. 

SUPERVISION EXERCISED:

  • Provide direct supervision to administrative staff on assigned teams.  Provide leadership, coordination and administrative oversight for clinical staff including Medical Assistants, Nurses and Providers. 

SPECIAL REQUIREMENTS:

  • Annual BBP Training is required. 
  • Up to date immunizations and annual TB testing is required. 
  • Annual flu immunization is strongly recommended. 
  • All necessary vaccines are available at no charge at the health center.
  • 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#: 19-130

Hours

Full-Time