Practice Manager

About the role

The Practice Manager leads and supervises the administrative, financial, regulatory, quality, human resources, patient/employee satisfaction, and clinical aspects of a primary care or specialty practice. The position oversees multiple practice locations, high practice/facility square footage, service line oversight, coordination of inpatient services, coordination of care across several departments/entities, academic involvement, special clinical programs, multiple clinical specialties, and complex regulatory requirements.

Responsibilities

• Regularly meets with employees to improve communication and build productive relationships (staff and physicians).
• Solicits feedback on how to improve performance and provides constructive feedback.
• Continuously communicates to physicians and staff the importance of patient satisfaction, quality of care, and sound financial performance; and champions our successes and priorities for improving performance in meeting and exceeding patient and customer expectations.
• Works with leadership, clinical leadership, affiliates, and suppliers in developing programs, services, and initiatives to anticipate future customer needs, build customer loyalty, and generate profitable growth.
• Spends time with staff, physicians, patients, and patient families to understand their respective needs and expectations, to build relationships, and to gauge patient/customer satisfaction.
• Ensures patient and customer satisfaction through comprehensive and continuous measurement of customer satisfaction for all key customer groups.
• Develops positive relationships with building owner, construction, township, and other personnel, as needed.
• Supports leadership in partnering with affiliates to develop mutually beneficial clinical, operational, and marketing programs.
• Interfaces with relative industry associations as a representative of the organization and to identify benchmarks.
• Identifies and participates in development activities as appropriate.
• Applies learning for improved performance.
• Demonstrates understanding and ownership of how his/her role contributes to achieving success.
• Demonstrates a personal commitment to ensuring a clean and safe working environment for patients and employees.
• Uses resources wisely.
• Strives to understand and value differences in others’ race, gender, nationality, and age – modifies interactions as needed to accommodate diverse needs of the patient/family.
• Participates in Entity and Department wide initiatives for Patient / Employee safety.
• Collaborates with department and entity Leadership team in implementing department/entity strategic plan and budget including prescribed strategic imperatives and measures of success at the practice.
• Participates in program development efforts at the practice; including analysis, resource planning, and space/facility management.
• Ensures all entity patient care related processes deliver high quality and efficient care to patients and their families.
• Ensures practice environments of care are clean, safe, and patient friendly.
• Ensures that teams and individuals have the clinical, information, and organizational tools to serve our patients and customers effectively and efficiently.
• Resolves all patient/family concerns in a timely fashion.
• Proactively identifies problem areas, defines plan for solution, takes ownership of the plan, implements/monitors the plan’s effectiveness.
• Supports the creation of clinical effectiveness targets, improvement plans, and reporting systems to ensure the delivery of high quality, effective, and efficient patient care.
• Supports leadership to attain performance measurement and management system for key areas: access, quality, service, and value.
• Ensures all areas of accountability are compliant with all federal, state, and local regulatory standards and requirements, including DOH, TJC, FDA, HIPAA, HCFA, DPW, OSHA, and others for practices under their leadership.
• Complies with yearly education requirements including HIPAA, OSHA, Safety, and CLIA.
• Manages the audit/survey process for the practice(s).
• Provides support to entity and practice leadership to proactively develop change management strategies for major organizational and practice activities and events.
• Implements change management strategy within the practice in alignment with entity/UPHS objectives.
• Communicates plans effectively and ensures appropriate follow-up of major issues.
• Manages routine and crisis communications throughout the practice/community as they arise.
• Demonstrates recognition of the systemic impact of employee communication and/or policy changes and solicits proactive feedback prior to implementation.
• Reviews, edits, approves all timecards bi-weekly; reviews overtime utilization and manages appropriately, manages employee and physician schedules and time off requests.
• Ensures practice financials are in compliance with Federal, State, Professional, and local financial requirements.
• Supports the Operational and Finance Leadership teams in developing and implementing common financial systems and standards in a coordinated and efficient manner.
• Assists in the development and implementation of capital and operating budgets using system wide standards and processes.
• Partners with department, practice leadership, and entity leadership team in developing performance targets, reporting variances, and creating remediation plans.
• Manages practice schedules to ensure adequate staffing for clinic operations.
• Manages the efficient usage and ordering of office supplies to ensure adequacy.
• On a regular basis, assesses practice efficiency and/or identifies areas for improvement by running reports, analyzing data, and generating summary findings to communicate to stakeholders.
• Supports physicians in their research initiatives, ensuring compliance with protocols and working together to implement research goals with clinic operations.
• Supports physicians for their academic involvement, such as CV/CME updates, credentialing, reimbursements, etc.
• Selects practice staff who can demonstrate both the professional requirements and UPHS core values.
• Creates a work environment that is aligned with UPHS Core Values.
• Ensures new hires are provided adequate orientation and training to display competence.
• Clearly defines work expectations.
• Recognizes and rewards individuals for a job well done.
• Addresses performance issues immediately and directly.
• Conducts performance appraisals annually.
• Ensures self and staff are compliant in mandatory trainings (KL) and competency assessments (if applicable).
• Assists staff in addressing challenges and skill deficits.
• Assigns work that uses staff skills and talents, provides responsibility and challenge, allows for creativity, and offers leadership opportunities.
• Continually provides guidance and support to team members.
• Encourages continuous growth and helps staff to realize full potential by identifying stretch objectives and creating learning plans.
• Development plans in place and reviewed annually.
• Develops talent management and succession plans for current and future staffing needs.

Requirements

• H.S. Diploma/GED
• Associate of Arts or Science (Preferred)
• Specialization in Education
• 4+ years Relevant experience, including at least 1 year prior management experience in a healthcare setting