Practice Manager

About the role

The Practice Manager provides leadership, communication, and guidance to physicians, providers, clinic team leaders, and staff while promoting the values and mission statement of Forefront Dermatology. Accountable for cultivating clinic leadership, leading operational excellence, and delivering a patient experience that results in high levels of patient satisfaction and retention. Responsible for clinic-level economic profitability and growth. Acts as the primary communication liaison between Support Services and the clinic, including corporate policy and procedural changes as well as clinic operational protocols.

Benefits

• Access to health, dental, and vision insurance
• Health Savings Account with $500 matching contribution
• Eligible for PTO and Holiday pay
• Company-paid life insurance and long-term disability (full-time only)
• Access to voluntary short-term disability insurance (full-time only)
• Access to additional life insurance
• Eligible for Accident and Critical Illness Insurance, Hospital Indemnity, and Cancer Guardian
• 401K with employer contribution
• Employee discounts
• And much more

Responsibilities

• Analyze trends in revenue, productivity, appointments, workdays, and patient flow to maximize practice growth and provider performance.
• Oversee physician and staff schedules to manage time off, maximize patient convenience, and maintain practice profitability.
• Maximize clinic operational efficiency, customer service, and performance, as well as physician and mid-level provider satisfaction through effective leadership.
• Conduct weekly check-ins for review of clinic operations and planning for upcoming changes, including:
  • Staff issues, development, and training
  • Work schedules
  • Physician, team leader, and staff concerns
  • Coaching on areas of team leader responsibility
  • Equipment or supply needs and issues
• Review staffing analysis and staff schedules for the upcoming 3 months (minimum once per month) and provide direction as needed.
• Review office economic performance; assess opportunities to better fill schedules and control supply and labor costs.
• Review Key Performance Indicators (KPIs).
• Support timely collection of patient accounts receivable.
• Collaborate with Clinic Leadership through monthly meetings with clinic leadership team (Physicians, Providers, and Team Leaders) to:
  • Review office economic performance
  • Review Key Performance Indicators (KPIs)
  • Discuss and address questions and concerns
• Oversee Extended Operations Team through monthly team leader meetings to:
  • Present standardized companywide team leader meeting topics and presentations covering operational management, customer service, compliance, and leadership training
  • Discuss additional content specific to the clinic
  • Provide team leaders with assignments to present at each monthly meeting
  • Review office economic performance and assess opportunities to better fill schedules and control supply and labor costs
  • Review Key Performance Indicators (KPIs)
• Complete standard quarterly clinic reviews and written summary reports including reception and clinic operations, CLIA, HIPAA, and OSHA compliance.
• Meet with physicians, providers, and team leaders to review quarterly reports, KPIs, and address questions and concerns.
• Provide Forefront management with a written report of the quarterly review.
• Provide a weekly email summary to the physician advisor and VP of Operations listing the current week’s accomplishments, discussions, challenges, and the upcoming week’s schedule.
• Prepare for and actively participate in required management meetings, including those with the VP of Operations, physician advisor, and other administrative or operational meetings.
• Act as the liaison between Support Services and the clinic to improve support.
• Develop and update team leader and clinic staff training materials in collaboration with Revenue Cycle Managers (RCMs) and Support Services managers.
• Develop content for monthly team leader meetings in collaboration with RCMs and Support Services managers.
• Oversee overall clinic staffing performance, including interviewing, selection, hiring, terminations, performance reviews, orientation, training, and time and attendance.
• Directly responsible for clinic team leader orientation and accountable for team leader performance.
• Oversee accuracy of clinic staff work schedules and provide feedback to team leaders as needed.
• Review staff time and attendance reports and manage issues as appropriate.
• Ensure all staff are trained effectively and team leaders lead effective monthly staff meetings.
• Ensure team leaders manage clinic operations effectively to the satisfaction of physicians and mid-level providers in accordance with company policies, values, and mission.
• Responsible for completion of 90-day and annual staff performance reviews for direct reports.
• Ensure clinic team leaders complete staff 90-day and annual performance reviews on time.
• Provide coaching for team leaders on completion of staff performance reviews and performance corrections, including objective written or verbal descriptors of performance concerns, constructive feedback, and measurable corrective action plans.
• Coordinate all aspects of new physician or provider orientation and onboarding.
• Coordinate equipment, scheduling, and other aspects related to expanding or adding new services to an existing clinic.
• Ensure clinics are adequately staffed to provide the best patient experience and support physician efficiency.
• Ensure all clinic and providers deliver the best patient experience for every patient and resolve all patient concerns effectively.
• Ensure clinic compliance with HIPAA, OSHA, CLIA requirements, meaningful use requirements, and all state regulations.
• Report all compliance issues to the compliance committee and ensure effective resolution of all compliance issues and incidents.
• Prepare for and participate in CLIA surveys.
• Assist in ensuring new policies and procedures are CLIA compliant.
• Under the direction of the Technical Supervisor, maintain oversight of quality control and quality assurance records.
• Coordinate scheduling and ensure all proficiency testing occurs in a timely manner for each proficiency test system where applicable.
• Coordinate troubleshooting actions with appropriate entities (Technical Supervisor, manufacturers, consulting companies) when quality assurance, quality control, or proficiency issues arise.
• Provide written Plan of Correction response detail to CLIA deficiencies.
• Provide staff re-education or discipline as appropriate.
• Perform annual OSHA inspection with team leaders and address relevant issues; maintain written inspection report in the on-site OSHA binder.
• In collaboration with RCMs, review and update all clinical policies and procedures annually or more frequently as changes occur.
• Adhere to compliance and complete compliance training.
• Perform other related duties as assigned.

Requirements

• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field required.
• Minimum 4+ years of progressively responsible medical practice or clinic management experience required, with at least 2 years managing multiple clinic locations or a multi-site ambulatory practice.
• Experience in dermatology, medical aesthetics, or a PE-backed or MSO-model multi-site practice strongly preferred.
• Demonstrated experience with multi-site P&L or budget accountability, scheduling template optimization, and revenue cycle management across a clinic portfolio.
• Experience managing Team Leads and Clinic Managers across geographically dispersed locations preferred.

Skills

• Strong leadership presence: sets a professional example, manages competing priorities, stays positive through change
• Proficient in Microsoft Word, Excel, PowerPoint
• Excellent organizational and communication skills
• Works effectively with staff, board, clients, and the public
• Multi-tasks and prioritizes well, independently and in teams
• Maintains confidentiality

Physical Demands

• Up to 80% travel between regional clinics
• Communicates effectively in a busy multi-office setting
• Operates standard office equipment (phone, computer, calculator, fax, copier)
• Sits for extended periods