Practice Manager

Leadership Responsibilities

The Practice Manager directs the internal practice operations, creates benchmarks, tracks and reports progress, researches process improvements/efficiencies, recommends and implements changes. They work with the SMD to develop the vision and direction of the practice in alignment with IHA's priorities. They work with practice providers and practice management team to develop, implement, and manage the CORE Work plan.

They ensure the highest quality of care is delivered by the practice: Reviews patient care quality data and peer review data and develops action plans as necessary. Reviews practice risk assessment regularly. Monitors continuing medical education of the team. Ensures the patient satisfaction scores related to the office demonstrate continuous improvement.

Management Responsibilities

The Practice Manager manages practice staff - hiring, training, supervising, evaluating, disciplining and terminating. They create a positive and productive work environment to attract and retain staff, providers and patients. They work closely with the SMD, practice supervisors, and the Division Director, to ensure that IHA employees are of the appropriate number and mix of competencies, skill levels, educational and experiential backgrounds, and other qualifications.

They organize and implement orientation and training programs for all new staff and providers under the guidance of the SMD. Promotes educational opportunities for staff and providers; develops future leadership within the office. Reviews annual staff and provider satisfaction reports with SMD, office leadership, providers and staff; Develops, implements and monitors ongoing improvement plans. They work with staff supervisors, SMD and HR to address personnel issues.

Compliance Responsibilities

The Practice Manager assures the practice's compliance with federal, state and safety regulations. They ensure that the practice maintains a physician documentation and coding audit program. They are accountable, with the SMD, for assuring compliance with patient and staff safety regulations. They support the SMD and clinical leadership with producing plans for improving quality and patient safety.

Communication Responsibilities

The Practice Manager works respectfully and cooperatively with management, staff, patients, and vendors; handling escalated patient and staff issues as needed. They administer regular provider and staff meetings to gather feedback, ensures appropriate patient access and develops teamwork. They assure that all office staff and providers have support and accurate information about IHA activities and goals.

They meet regularly with SMD and Division Director to review progress and problems in the practice. They attend Divisional Operating Team and Practice Manager meetings, and others as required. In conjunction with the SMD, they meet regularly with practice providers to review material from Operating Team meetings, financials including provider productivity and budget status report, and to review progress on goals and CORE work plan.

Fiscal Responsibilities

The Practice Manager is accountable, along with the SMD, for the financial performance of the practice. They develop and manage practice annual budget. They review monthly financial data and develop meaningful tools to assist SMD in the understanding of how the practice is performing. They prepare and respond to monthly budget variance reports. They monitor monthly statistical reports and practice trends and develop actions plans accordingly.

They work with the Division Director to develop cost effective staffing models and office operations.

Other Responsibilities

The Practice Manager participates in new business development as appropriate for practice. They implement effective, quality marketing programs. They perform other duties as assigned.

Organizational Expectations

The Practice Manager creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement. They must be able to work effectively as a member of the leadership team. They successfully complete IHA's "The Customer" training and adhere to IHA's standard of promptly providing a high level of service and respect to internal or external customers. They maintain knowledge of and comply with IHA standards, policies and procedures, including IHA's Employee Handbook. They maintain complete knowledge of office services and in the use of all relevant office equipment, computer, and manual systems. They maintain strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines. They serve as a role model, by demonstrating exceptional ability and willingness to take on new and additional responsibilities. They embrace new ideas and respect cultural differences. They use resources efficiently.

Essential Qualifications

• Education: Bachelor's degree is preferred; Combination of 1-2 year's college coursework and, 5 or more year's relevant work experience will be considered in lieu of a Bachelor's degree; additional experience will be considered if there is no college coursework.
• Credentials/Licenses: None
• Minimum Experience: Prior leadership experience in a medical office environment or other relevant professional experience; requires a minimum of 4 years in combination with meeting education requirements. Four years of experience directly supervising non-exempt staff and leadership team is required.

Position Requirements (abilities & Skills)

• Considerable knowledge of health care functions, including clinical functions, medical billing and coding procedures, reimbursement practices and quality improvement initiatives.
• Knowledge of the legal and compliance aspects of health information systems and best practices in medical office operations.
• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, EMR software, Microsoft Word and Excel, intranet and computer navigation.
• Able to use other software as required while performing the essential functions of the job.
• Excellent communication skills in both written and verbal forms, including proper phone etiquette.
• Able to speak before groups of people and resolve conflict in situations where the audience may be less than receptive.
• Able to work collaboratively in a team-oriented environment; courteous and friendly demeanor.
• Able to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, family members, insurance carriers, vendors and the general public.
• Able to cross-train in other areas of practice in order to achieve smooth flow of all operations.
• Good organizational and time management skills to effectively juggle multiple priorities, time constraints and large volumes of work.
• Able to exercise sound judgment and problem-solving skills.
• Able to coordinate, direct and supervise the work of others.
• Able to analyze and interpret data for appropriate and effective response.
• Able to handle IHA staff and organizational information in a confidential manner.
• Successful completion of IHA competency-based program within introductory and training period.

Minimum Physical Expectations

• Physical activity that often requires sitting or standing, keyboarding, filing and phone work.
• Physical activity that often requires extensive time working on a computer.
• Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.
• Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.
• Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
• Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.