Regional Manager

About the role

University Physicians' Association, Inc is looking for an experienced Practice Manager to oversee UT Regional Health Centers located in Knoxville, Sevierville and Lenoir City, TN.

Responsibilities

• Maintain oversight and management of multiple clinical facilities across multiple locations.
• Provide overall management of patient flow activities and resolution of patient issues.
• Coordinate daily staff coverage and provide coverage for critical areas to ensure efficient operations.
• Establish best practices to ensure accurate collection of patient demographic and insurance information, producing clean claims for submission.
• Handle patient complaints and deliver excellent service.
• Facilitate preparation and submission of employee payroll to the payroll processing company.
• Manage staff relations and conduct performance reviews.
• Serve as liaison between practice providers, office employees, and external vendors.
• Track and report on in/out of office procedures, testing, and reimbursements.

Job Knowledge

• Respond to administrative and technical questions with a high level of expertise.
• Resolve complex issues and educate self or others to improve performance and quality of care.
• Recognize and utilize the special skills of employees.
• Support and contribute to ongoing performance improvement activities.
• Seek out information and apply knowledge to specific actions within own work area and cross-functional areas.
• Remain current with the latest technologies, products, or trends in the field.

Leadership Responsibilities

• Ensure appropriate staffing levels by monitoring and controlling established staffing patterns.
• Supervise office staff in a professional manner, following department policies and procedures.
• Address inappropriate employee behavior confidentially and professionally, and plan corrective actions with follow-up.
• Document employee behaviors in writing, both positive and negative.
• Assist with performance evaluations and recommend performance increases, hires, promotions, and disciplinary actions.
• Serve as liaison for scheduling conflicts and manage employee communications and training through established meetings and huddles.
• Monitor error reports and provide ongoing feedback to employees regarding performance.
• Demonstrate a cooperative attitude and effectiveness in selecting employees, developing staff, and preparing employees for career advancement.
• Inspire employees by providing guidance and acting as a role model to maximize performance and deliver high-quality results.
• Develop a culture that recognizes, rewards, and appreciates employees for achieving organizational goals and demonstrating organizational values.
• Act as a role model and inspire others to respect one another by clarifying how behavior impacts others.
• Provide strategic and operational direction and support needed for division, department, or unit success.
• Embrace, support, and implement change initiatives.

System Support Responsibilities

• Assist Director in tracking department costs and expenses to ensure adherence to budgetary targets.
• Prepare statistical information and reports for management.
• Benchmark performance metrics against internal and external sources.
• Handle special projects as assigned, including creating spreadsheets, charts, correspondence, records, and notes.
• Communicate all pertinent issues to Director in an accurate and timely manner.

Skills and Abilities

• Knowledge of and ability to apply standard precautions and procedures.
• Knowledge of medical terminology, anatomy and physiology, clinical medicine, and other medical specialties.
• Knowledge of regulatory agency (JACHO, OSHA, CDC) guidelines and requirements.
• Ability to operate standard equipment.
• Proficient in Microsoft Office products.

Professionalism

• Create and sustain therapeutic and ethical relationships with patients and the healthcare team, recognizing aspects of culture, age, gender, and disability.
• Exhibit nonverbal, listening, explanatory, questioning, and writing skills.
• Provide appropriate and concise written and verbal communication to allow for continuity of care.
• Maintain patient satisfaction and respond promptly to patient care needs.
• Follow ethical principles regarding withholding clinical care, patient confidentiality, informed consent, and unanticipated adverse outcomes.
• Demonstrate accountability, commitment, sensitivity, and responsiveness to patients, staff, and business practices.

Requirements

• Bachelor’s degree preferred.
• Qualified candidates must have medical office management experience with a multi-functional background in an office-based setting.
• Understanding of insurance and experience in various areas of overall patient flow activities in a medical office.
• Ability to clearly communicate and apply policies and principles to solve everyday problems and address a variety of situations.
• Ability to identify problems and recommend solutions.
• Ability to prioritize and multitask.
• Ability to substitute for employees as priorities dictate.
• Experience with all Microsoft Office applications.

Benefits

• Full benefits package including PTO, sick leave, medical, dental, vision, 401k with company match and immediate vesting, short-term disability, long-term disability, life insurance, critical illness coverage, and more.