JOB SUMMARY:
The Senior Practice Manager (SPM) is responsible for ensuring successful day-to-day practice operations and efficient delivery of clinical services. The SPM will oversee the functioning of key systems vital to practice operations, including efficient systems for scheduling, management of clinic flow, referral tracking and panel management. Monitors activities and operations to ensure the practice(s) successfully meets objectives. Implements and integrate established operational guidelines and policies throughout the practice(s). S/he will lead and facilitate standardized key process improvements in patient access measures, clinic flow, patient experience, and population-based quality improvement. The SPM reports to the President/CEO and collaborates closely with the Practice Manager(s), Department Chair(s), and Medical Director. It is expected that the SPM work independently, checking in with the President/CEO as necessary, having regular meetings to report statuses, coordinate and discuss goals and work issues. The Senior Practice Manager ensures that the delivery of high-quality care, cost efficiency measures, and culturally sensitive services comply with all Federal, State, and Local agency policies and procedures, while supporting Ali`i Health Center’s organizational culture and Code of Conduct.
ORGANIZATIONAL RELATIONSHIP:
Reports to: President/CEO
Supervises/Accountable for: Practice Managers and Clinical Staff
PRINCIPLE JOB DUTIES AND RESPONSIBILITIES:
Essential Functions:
- Oversees the operations of the practices. Ensures regulatory compliance with HIPAA, OSHA, labor laws and other federal, state, and local regulations.
- In collaboration with the Practice Manager(s) and Department Chair(s), responsible for planning, organizing and coordinating services of the practice’s operations.
- Responsible for provider onboarding.
- Responsible for performing onboarding skills & competency tests and training.
- Responsible for ensuring an excellent patient experience and that patient complaints and grievances addressed, reported, and resolved in a timely and responsive manner, and in collaboration with the Quality/Compliance Officer, develop process improvements to prevent recurrences.
- Monitor and ensure that clinical and operational performance standards are maintained. Lead efforts to achieve established goals for productivity and quality, collaborating closely with the Practice Manager(s) and Department Chair(s).
- Works with departments to ensure that the appropriate policies, procedures, and systems are in place to allow for billing and collection effectiveness.
- Exhibit compliance with AHC’s policies and procedures; develops, implements, and maintain office policies and procedures.
- Ensure communication of goals, objectives, policies, and procedures both up and down the chain of command through meetings, huddles, and other forms of communication.
- Coordinate staffing/ensure clinic coverage for provider sick, vacation and CME time.
- Monitoring for successful processes of patient scheduling, registration, financial counseling, billing and collections, data entry/processing and cash posting.
- Maintain competency requirements for office and clinical support staff.
- Perform job activities in ways that are respectful, courteous, and responsive while interacting with patients, visitors and co-workers.
- Duties and responsibilities may be added, deleted, or changed at any time at the discretion of the President/CEO, formally or informally, either verbally or in writing.
PHYSICAL CAPACITIES & ENVIRONMENTAL CONDITIONS:
Employees are subject to the risks inherent to working in a health care facility. The environment may cause high stress levels due to constant interruptions, high volume, urgency of issues, and interactions with a wide variety of professionals and personalities. This candidate must be able to communicate with people of diverse professional, educational and lifestyle backgrounds.
KNOWLEDGE, SKILLS AND ABILITIES:
- Strong customer service skills
- Strong leadership skills
- Knowledge of continuous process improvement concepts and practices
- Skill in using healthcare software and computer systems
- Excelled at multi-tasking and problem solving
- Professional communication and presentation skills, including face to face, email, telephone and video conference
- Ability to communicate professionally with clinicians, clinical support staff, allied health staff, governmental agencies, insurance payers, patients, family members of patients, and the general public, of all age levels from child to senior citizen
- Versatile learner; retains an open mind when adapting to change
- Learns quickly and adapts to facing new problems, works to solve for a creative solution
- Solid knowledge of medical practice and functions
REQUIRED QUALIFICATIONS:
- High school diploma or GED
- 3-5 years related work experience required and 1-3 years supervisory/management experience
- Analytical thinking skills and the ability to exercise sound judgement when making decisions
- Solid organizational, initiative, and innovation skills. Ability to respond quickly and purposefully to routine and unusual situations
MINIMUM QUALIFICATIONS:
- Strong interpersonal and communication skills to effectively communicate with Providers, other medical professionals, office and support staff, and patients
- Strong leadership, motivation, training, and goal-setting skills
- Organization and time management skills; ability to set priorities and delegate appropriately in order to meet deadlines
- In-depth knowledge of health care finance best practices and standards
- Understanding of health and safety standards in the medical industry