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Position Summary

• The Practice Manager manages the daily functions of complex clinical back-office and front office operations across assigned physician practice department(s) and walk-in clinic location(s). Works with a multidisciplinary team of physicians, advanced practice providers (APPs), and staff to maintain an environment that encourages customer service and promotes employee engagement; maintains and revises physician/APP templates as necessary; and oversees preparation and analysis of financial and statistical information to aid in decision-making.

Principal Accountabilities

• Standards of Performance:  Respect, Integrity, Compassion, Collaboration, Stewardship, Accountability, Quality
• Commitment to Care: (1) Commitment to deliver positive patient and colleague experiences (2) Commitment to support a collaborative, inclusive community (3) Commitment to build trust (4) Commitment to embrace my personal responsibility.

Education

• Bachelor's Degree preferred

Licenses and Certification

• N/A

Experience and Skills

●       Prior experience in a hospital or medical office setting preferred.

●       Strong leadership and analytical skills.

●       Ability to understand and interpret financial data; solid quantitative and qualitative skills.

●       Ability to communicate effectively in a leadership role with clinical, business, and administrative staff. Strong customer service skills.

●       Exceptional verbal and written communication skills.

●       Ability to manage staff and operations across sites with differing schedules, including extended weekday hours and weekend coverage.

●       Comfort operating with less structured, walk-in patient flow in addition to traditional scheduled-appointment practice flow.

Record Keeping

• Maintains all required records, reports, statistics, logs, files and other documents as required, including but not limited to payroll, schedules and status changes.

Department Management

• Maintains 24 hour accountability for department(s), making independent decisions to implement strategies and programs for patient focus.

• Delegates authority and accountability to staff to ensure optimal outcomes and staff engagement.

• Evaluates effectiveness of unit/department based programs and processes to ensure optimal outcomes.

• Manages the daily functions of clinical operations in one or more departments, including walk-in clinic site(s) operating outside traditional business hours.

• Delegate authority and accountability to supervisor and staff to ensure optimal outcomes and staff engagement.

• Responsible for supporting Director of Operations in preparing the annual budget and monitoring actual to budgeted performance on a monthly basis. Summarizes the monthly financial performance to review with Medical Director and Director of Operations, address variances, and develop improvement plans where necessary. Will be expected to review current financial performance with the Finance Manager and VP.

Process Improvement

• Promotes a culture of process improvement by establishing unit/department based programs that supports the system's process improvement goals.

• Actively participates on system-wide or hospital-based teams.

• Plan, facilitate and support process improvement initiatives that enhance and improve clinic flow across both scheduled-practice and walk-in operating models.

• Reviews Key Performance Indicator Dashboard, and creates action plans to maintain or support patient access within their departments.

• Communicate timely and effective status updates to Director of Operations and team on objectives to improve practice efficiency.

Staffing

• Manages the unit/department effectively in regards to staffing and staff supervision, including coverage for extended hours and 7-day walk-in clinic operations.

• Monitor staffing ratios for optimal patient outcomes with minimal lost productivity or need for premium pay.

• Oversee and support shared hiring and onboarding of clinic staff, including APP staff at walk-in clinic site(s).

• Participates in corrective action process according to policy. Notifies Director of Operations of any situations that may lead to this action. Works closely with Human Resources to complete this task.

• Assist Medical Director with provider performance reviews by providing reports and information as requested.

Role Specific Responsibilities

• Maintains effective communication with physicians, APPs, staff, and Operations Director.

• Monitors compliance with established standards, practices, and regulatory requirements.

• Oversees activities of business office functions. Visible and present daily rounding for facilitation of patient flow as well as patient and provider satisfaction. Available for immediate and timely response to barriers or obstacles to daily workflows, including at walk-in clinic site(s) during extended and weekend hours.

• Interacts and collaborates regularly with physicians/APPs/providers to provide direction and oversight of effective schedules, efficient clinic work flow and patient flow, establishing and maintaining a cooperative relationship of trust with providers. For walk-in clinic site(s), coordinates with the assigned Physician Medical Director and Operations Director on matters outside APP scope of practice, given no on-site physician presence.

• Responds to patient complaints; analyzes and determines necessity to elevate the complaint based on situation, potential risk, effective resolution, clinical care concerns, etc.

• Provides leadership to direct reports in the execution of work plans and long and short term goals. Implements site level infrastructure and changes to supporting processes and systems. Implements and completes site goals.

• Drafts initial requests for capital, operating and staffing budgets.

• Monitors, measures, assesses and improves site performance using patient satisfaction data, SIH reports of budgeted vs. worked hours, RVU reports and EHR reports.

• Manages individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.

• Develops a staffing plan that meets both customer expectations and financial constraints — including staffing models for a clinic with no set patient schedule (walk-in) alongside traditional scheduled-appointment practice(s). Create an environment where employee engagement and feedback facilitates positive change.

• Develops and implements quality improvement processes for the department.

• Evaluates and recommends revenue opportunities to be implemented.

• Partners with billing, coding and compliance to maximize revenues.

• Operationalizes strategies to improve referral efficiency, schedule utilization, appointment optimization, and patient communication.

• Work Collaboratively with clinical, financial, IT, and other service/support departments to achieve standards of performance for practices in areas of safety, quality, delivery, productivity, financial performance, and patient satisfaction.

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Compensation (Commensurate with experience):

To

To access our Benefits Guide/Plan Information, please click the link below:

http://www.sih.net/careers/benefits