Practice Manager I

Job Location: 2613 W Henrietta Rd, Brighton, New York, United States of America, 14623

Opening Worker Subtype: Regular Time
Type: Full time
Scheduled Weekly Hours: 40
Work Shift: UR - Day (United States of America)
Compensation Range: $26.25 - $35.44

Responsibilities

• Serves as a member of the leadership team in the Strong Ties Community Support Program under the general direction and direct supervision of the Senior Practice Manager.
• Collaborates with Clinical leaders and Sr. Practice Manager to develop systems/processes ensuring standards are met and efficient operations are achieved.
• Carries out strategic goals set by the Division’s leadership for Strong Ties.
• Manages direct reports and supervises 6 clerical staff, including patient reception, patient satisfaction, registration, appointment scheduling, and telephone management.
• Defines goals and communicates measurable outcomes quarterly and as needed for the area to the Clinical Directors and Sr. Practice Manager.
• Manages clinician master scheduling and provides operational reports out of eRecord.
• Fosters and enables a positive work environment by modeling the I CARE values.

Operations Management

• Supports daily clinical operations by collecting, analyzing, and interpreting data from various sources, making recommendations to improve clinical operations.
• Implements procedures for enhancing levels of service and quality; re-evaluates projects to assess and determine further recommendations.
• Collects, analyzes, and interprets data to ensure optimal patient throughput and maximum patient access.
• Troubleshoots and solves problems proactively and as they arise.
• Analyzes data to ensure staffing levels are appropriate for patient volume.
• Attends monthly meetings as scheduled/required.

Administrative Tasks

• Assists in Master Template Building for all clinical staff and interns.
• Manages department supply ordering and inventory.
• Supervises and maintains MAS Transportation (Cabs and Bus passes) monthly, ensuring accurate patient transportation.
• Handles daily mail distribution, faxes, and other clinical requests.
• Manages departmental front office staff schedule, call-ins, and coverage.
• Conducts quarterly Downtime Reporting.
• Serves as the point of contact for emergent janitorial requests.
• Performs room inspections and regulatory audits.

Customer Satisfaction

• Ensures I CARE values are demonstrated by all staff at all times.
• Acts as an excellent representative of the unit at departmental, service, and institutional meetings.
• Serves as the point person for managing patient complaints and acts as a front-line problem solver.
• Answers correspondence and inquiries involving interpretation of University and departmental policy, regulations, and procedures.
• Guides subordinates on replies to routine correspondence.
• Acts as a liaison with physicians, staff, and other community health, social, and government agencies.

Schedule Management

• Develops and plans the creation of Master Clinical schedules for Clinical staff and interns in collaboration with leadership.
• Maintains Clinical staff schedules to ensure adequate visit volumes for patient access and financial performance.

Staff Supervision/Orientation

• Directs and supervises front-end and clerical staff in the assigned location.
• Maintains compliance with employment law and ensures adherence to policies and procedures.
• Develops and establishes standard operating procedures through data collection, analysis, and interpretation.
• Develops and plans employee schedules to meet operational needs.
• Assigns accountabilities and reviews completed work for accuracy.
• Provides consistent feedback to staff on their performance and achievements.
• Assists Sr. Practice Manager in recruiting, interviewing, and hiring of front office clerical staff.
• Introduces and educates new staff to the unit and their responsibilities.
• Ensures learning is competency-based, providing clear expectations and goals to trainees.
• Ensures annual staff mandatories are completed.
• Assesses and evaluates performance throughout training, providing feedback and additional resources as needed.
• Provides educational material to staff to facilitate the learning process.
• Initiates related personnel actions.
• Monitors and edits clerical staff time entry in UKG, approves payroll, and vacations.
• Counsels clerical staff regarding performance issues and develops improvement plans.
• Completes and delivers off-cycle and annual performance evaluations of clerical staff.
• Ensures accuracy of clerical staff personnel files and completeness of mandatory education.

Quality Controls/Process Improvement

• Establishes criteria for monthly monitoring of accuracy and efficiency; delegates data collection, reviews results, and makes plans to meet goals.
• Monitors timeliness and accuracy of work performed by ancillary departments for areas under position’s direction.
• Tracks and analyzes reports to measure effectiveness, productivity, and completeness of work; makes recommendations and implements processes for improvement.
• Prepares monthly volume and statistical reports for the Leadership Team to review and share at staff meetings.
• Reviews, analyzes, and interprets results of Patient and Staff satisfaction surveys, making recommendations to improve satisfaction.
• Oversees clinical compliance for quality assurance, documentation, and reporting in collaboration with clinical directors.
• Ensures compliance with standard, HIPAA, OSHA, OMH, and The Joint Commission (TJC) policies by implementing quality controls and providing training.
• Understands and enforces patient rights and organizational ethics and philosophies.

Requirements

• Associate's degree preferably with coursework in business administration or health care administration and 2 years of experience, with one year in healthcare management required.
• Bachelor's degree preferred or equivalent combination of education and experience.

Skills

• Electronic Medical Record (EMR) skills (with training) with proficiency in all aspects, including template building and billing knowledge preferred.
• Advanced knowledge of medical practices, terminology, and reimbursement policies preferred.
• Microsoft Outlook email skills preferred.
• Electronic filing skills preferred.
• Typing skills preferred.
• Intermediate proficiency with Microsoft Word and Excel preferred.
• Excellent written and verbal communication skills preferred.
• Ability to think strategically and operationally simultaneously preferred.
• Ability to think critically and systemically preferred.
• Ability to analyze complex problems and formulate evidence-informed plans, solutions, and courses of action preferred.
• Knowledge of process and quality improvement methodologies/tools preferred.
• Ability to constructively challenge established ways of doing things and lead change preferred.
• Ability to analyze, understand, and utilize operational, clinical, and financial data preferred.
• Ability to establish and maintain cooperative working relationships with individuals at all levels of the organization preferred.
• Ability to promote and advance diversity, equity, and inclusion preferred.
• Ability to engage and influence team members, even in a matrix reporting structure preferred.
• Effective mentoring, coaching, and performance management skills preferred.
• Ability to work independently and meet deadlines preferred.

Licenses and Certifications

• Notary License within 1 year preferred.

Schedule

Mon-Thurs: 7:30am-6pm, Fri: 7:30am-5pm