Practice Manager

Company: Oak Street Health · Location: 3808 W Gate City Blvd., A1, Greensboro, NC 27407

About the role

The purpose of a Practice Manager at Oak Street Health is to lead and manage operations at a single primary care clinic location in accordance with company values and standards. Practice Managers supervise clinical and non-clinical team members, support operational initiatives, drive their team towards achieving patient satisfaction and clinical outcomes measured via a variety of metrics, and generally ensure the clinic is running smoothly and in a timely manner on a daily basis. This role reports to the Regional Director of Operations, and has ample opportunities for advancement.

Responsibilities

Staff Management and Development

• Hire, train, supervise, coach, mentor and manage a multi-disciplinary team of 15 or more clinical and non-clinical staff.
• Ensure the center is a Great Place to Work and our teams are engaged and thriving.
• Build a culture of engagement and demonstrate the Values and Service Behaviors at all times.

Clinic Operations

• Ensure clinic operations are running smoothly and safely on a daily basis, including ensuring there is adequate staffing each day, arranging coverage for any call-offs or scheduled PTO, and ensuring that all Standard Operating Procedures are followed.
• Ensure that we are providing an Unmatched Patient Experience and provide service recovery as needed.
• Drive results for patients in Oak Street Health's care model by ensuring that standard meetings, huddles and best practices for preventive care are being followed.
• Support the clinical and service team in achieving a variety of patient experience, clinical outcomes and team member experience metrics.
• Lead the implementation of in-clinic operational initiatives, including training the team on new processes and workflows.
• Ensure our patient scheduling processes are executed efficiently.
• Oversee our clinical and community areas, including handling any building-related issues in partnership with our Facilities team.
• Ensure prompt responses to our third-party vendors — such as the alarm monitoring provider — to ensure the safety and security of the clinic.
• Use Oak Street Health's proprietary software, reporting systems and Electronic Health Records (EHR) system to share information and ensure accuracy.

Leadership and Community Engagement

• Lead the culture of the center to one that is collaborative, patient-centric and oriented toward driving positive, impactful results for our current patients.
• Partner with the Center Medical Director and Associate Outreach Manager to lead the center as a triad. As a team, you'll make collaborative decisions that drive profitability for the center and support the best interests of the patients and team.
• Other duties as assigned.

Requirements

• 2 or more years of experience in a supervisory role within a clinical setting.
• Must be available to work all operational hours at our clinic, Monday – Friday, 8am – 5pm.
• Ability to work flexible hours during evenings to support the business and any emergency needs.
• A positive and welcoming attitude, with compassion for patients and our staff.
• Great problem-solving skills, with a desire to discover solutions that benefit the clinical operations, staff, and our patients.
• Ability to make independent decisions, adapt to any situation, and balance priorities based on the needs of the clinic.
• A passion for mentorship and team development.
• Proficient technology skills, with prior utilization of EHR systems.
• Ability to handle confidential information with respect and discretion. Must have knowledge of HIPAA regulations and ensure individual and team responsibility to uphold laws and regulations that protect patient information.
• US work authorization.

Qualifications

Strongly Preferred

• Bachelor's or Master's Degree in a related field.
• Proven experience successfully driving teams towards achievement of metrics.
• Experience with Google Suite and/or Microsoft Office.
• Prior experience working in a clinical role, such as front-desk, referrals and/or authorizations, or medical assistant.

Preferred

• Fluency in another language is not required, but is a plus when it comes to connecting with our diverse patient communities.

Benefits

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments.

Pay

The typical pay range for this role is $46,988.00 – $102,000.00 per year. This pay range represents the base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Schedule

• Anticipated weekly hours: 40
• Time type: Full time
• Operational hours: Monday – Friday, 8am – 5pm, with flexibility for evenings as needed.