Job Summary

This role provides direct support to the (Regional) Director, Clinical Operations. The practice manager position is a critical role that oversees several important administrative areas so that the center functions efficiently. The role is responsible for implementation and evaluation of various policies and procedures across a few different departments, including, but not limited to front desk operations, referrals, medical records, housekeeping, and security.  Work is performed with latitude for independent judgement, and performance is regularly evaluated by the (Regional) Director, Clinical Operations.

Duties and Responsibilities

• Serve as the first line support resource for the (Regional) Director, Clinical Operations.
• Primarily manages the following areas of responsibility with support from the (Regional) Director, Clinical Operations:

Front Office/Patient Access Operations & Communications,

Transportation, Referrals, Medical Records, Housekeeping, and Security.

• May support Facilities Management, as needed.
• Responsible for front desk operations which includes answering member telephone calls, scheduling appointments, triaging member issues, distributing member engagement surveys, and additional duties as assigned.
• Problem-solving daily operational issues.
• Collaborate with other departments related to management of the system-wide quality assurance monitoring and reporting program.
• Implement and evaluate policy, procedure, and program content.
• Select, orient, train, counsel, discipline, and direct staff within own areas of responsibility.
• Routinely conduct quality assurance activities through reviews, meetings, reports and observation of results, according to professional practice standards and regulatory compliance.
• Evaluate and monitor program needs, identifies unmet needs, and systematically addresses need for change.
• Collaborate with the compliance team to ensure applicable practice, federal and state standards are met.
• Maintain and manage administrative supplies efficiently.
• Organize recruitment and orientation for individual staff that fall under area of responsibility.
• Conduct fact-finding investigation of patient and family grievances or complaints and acts as indicated within scope of authority in partnership with Member Relations Coordinator or Director, Clinical Operations
• Organize and coordinate office projects. Plans and consults with others as necessary.
• Mitigate liability risk within the practice.
• Conduct in-service training.
• Prepare reports, as indicated and necessary.
• Participate in and conduct meetings, as necessary.
• Direct staff participation in fire drills and disaster evacuations.
• Administration of time management for staff.
• Promote core values and help positively drive the quality metrics.

Minimum Qualifications

• Associate degree required; bachelor’s degree preferred.
• Minimum of 3 years’ experience with bachelor’s degree or 5 years with associate degree, managing a physician practice.
• Experience in a PCMH or primary care office is preferred.
• Knowledge and experience with medical billing and coding.
• Excellent computer skills, including knowledge of Microsoft Office.
• Excellent organizational skills.
• Patient-centered focus.
• Ability to multi-task.

Working conditions

This job operates in a professional office environment.  This role routinely uses general office equipment.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.

• Ability to occasionally move objects up to 20 lbs.

Direct reports

Administrative Supervisor, Medical Records Coordinator, (Lead)Front Office Coordinator, Referral Coordinator, Verifications Specialist, Housekeeping Aide, Security Officer, Transportation Coordinator/Representative, (Lead)Call Center Representatives.