Practice Manager - Internal Medicine Clinic

Company: Hillsboro Medical Center
Location: Hillsboro
Posted on: August 6, 2022

Job Description:

The Practice Manager is a key practice leadership position developing outpatient clinical programs and ensuring quality care and continuity for patients and families. Has responsibility for guiding/overseeing day-to-day business and clinical operations, which includes all human resources functions, compliance and staff development of clinical and business staff and others. Strives to achieve organizational priorities of highest quality of care, growth in patient population, excellence in access and patient experience and appropriate medical management. Works under the guidance of the Senior Practice Manager or higher; partners with Medical Director, and other outpatient practice managers and staff. This position requires the ability to work as a collaborative member of the management team, including building a professional partnership within partner group leadership teams. KEY RESPONSIBILITIES Performed majority of the time: - Manages the day to day operations of their assigned multi-disciplinary and complex practice(s). This includes developing business and clinical flows that facilitate patient satisfaction and maximize efficiency. - Responsible for overall business function including cash collections, daily reconciliation and deposits; insurance authorizations; provider referrals. Monitors critical associated metrics and ensures high performance. Ensures that all services rendered are authorized for payment and that practices comply with Revenue Cycle policies and with audit guidelines. - Responsible for maintaining internal quality management activities. - Keeps abreast of all licensure, regulatory and safety requirements. Ensures department and staff compliance with CMS regulations, HIPAA, OSHA, CLIA, TJC/DNV, TMG, and other regulations. Ensures employee licenses and certifications are current. - Responsible for all reporting of risk related issues/problems within his/her practice. - Actively provides and develops skills-training and scripting for dealing with difficult clients; ensures optimal service recovery; facilitates team building; and promotes proactive, innovative problem solving skills. - Ensures staff compliance with clinical competency, licensure, and scope of practice. Cultivates staff development by utilizing internal and external resources. Ensures that staff attends mandatory competency and training sessions. Sets standards of practice in collaboration with nursing staff and leadership. Completes PDS's and ePA's within expected timeframes. Recognizes staff and holds staff accountable for adhering to policies, processes and standards in a consistent manner. - Proactively assesses clinical, clerical, and business staffing needs and ensures a smooth process for optimal cross-coverage and cross-training. - Monitors critical time to service indicators including; telephone wait and hold times; time to service appointment availability; and check-in and wait times. Communicates performance indicators and makes staffing and system adjustments as needed. - Develops supply-demand models and oversees schedule and template changes to meet access needs of patients. - Collaborates with inpatient clinical leadership in developing care protocols that facilitate patient safety and optimize clinical outcomes. - Utilizes patient satisfaction results, comments, and reports to monitor patient and family feedback. In a timely manner, develops corrective action plans to resolve problems and monitors results. Monitors other measures of patient access including phone statistics, access, patient waits, appointments, etc. - Evaluates, analyzes, and recommends systems improvements across all business and clinical functions and processes. Maintains clinic equipment and supplies to prevent downtime. - Assists in establishing service improvements and service enhancements. Assists in quality improvement initiatives in collaboration with the Medical Director, Medical Group and other management team members. - Establishes work schedules and monitors work performance. Oversees staffing assignments, vacation and leave approvals, and time and attendance system. Ensures that schedules and assignments are made and adjusted based on sick calls, special patient needs, special assignments and training. Supervises workloads, and monitors employee productivity. Reviews, monitors and submits timely corrections to Payroll records. Acts as clinic timekeeper and approves timecards for payment. - Assures collaborative team building and teamwork between clerical, clinical, billing and medical staff. - Acts as the first line of mediation for conflicts between clinical staff and/or patients and staff. - Provides daily 'rounding/huddle" and will be accessible, available, and responsive to staff, providers and patients. - Review appropriate clinic matters with the Medical Directors.Performed occasionally but critical to successful performance of the job: - Recruits, hires and evaluates clinical staff supporting outpatient clinical operations. Composes and revises job descriptions as needed. Makes hiring, firing and disciplinary decisions (per Human Resource standards). Completes annual evaluations for staff and proactively follows-up on future plans for action. - Assists in the development of departmental policies and procedures as necessary to facilitate accountability, ensure compliance and maintain consistency. - Encourages staff participation in personal and professional growth opportunities. - Assures new employees are welcome to the Practice and oversees orientation/training of new staff. Facilitates orientation of providers within Department and Ambulatory Services. Develops and ensures implementation of orientation plans for new staff. - Prepares annual operating and capital budgets, including forecasting volume and associated revenue. Ensures compliance with Department budgets throughout the year; provides explanations for all variances as required. - Participates in regional professional organization on a regular basis.Decision making and budget responsibilities: - Decisions influencing the operations of the clinic under the scope. - Budget planning for the clinic under the scope.Assigned direct reports: - Medical Assistant, Receptionist, Clinic Supervisor, Admitting Rep, Health Plan Coordinator, Panel Coordinator.Education:Required - A copy of your highest academic diploma or transcript required upon hire.Preferred - Bachelor's or Master's degree from accredited institution in Business or Healthcare Management. Experience:Required - Minimum of three (3) years of progressive operations management experience in Healthcare setting. - Experience in medical clinic supervision or management and previous experience in a primary or ambulatory healthcare setting.Preferred - Minimum of five (5) years of operations management experience in Healthcare setting. - Minimum two (2) years managing personnel.Licenses, Certifications and/or Registrations:Required - N/APreferred - RN or LPN a plus.Job Related Skills, Abilities and Behaviors:Required - Demonstrates solid knowledge of EMR and/or other Information Systems functionality including access to and maintenance of the system controls. - Demonstrates strong leadership and facilitation skills with ability to multitask and set priorities. - Must instill and reinforce a strong customer service and business oriented work ethics within their assigned clinics. - Has professional appearance and makes a positive first and ongoing impression. - Demonstrates knowledge of managed care insurance plan requirements, Medical Home programs, medical terminology, and ICD-10 coding methodology. - Demonstrates excellent written and oral communication skills. - Demonstrates effective organization skills. - Ability to work both independently as well as in a team environment and able to make sound independent decisions and works without direct supervision. - Demonstrates personal computer skills including advanced knowledge of Word, Excel and Outlook. - Demonstrates the appropriate judgment required for high quality performance. - Uses effective communication skills considering body language, filters, listening, paraphrasing and questions to understand others. - Respects individual differences; seeks to understand concerns and respond to needs. - Demonstrates the ability to effectively work in team situations. - Demonstrates fiscal responsibility through appropriate use of work time and resources, understanding the impact on the organization. - Works to improve communication among staff and other departments. - Uses financial resources to effectively manage staffing. - Promotes healthy communication and conflict management among staff and between departments. - Adopts and learns to use new technologies effectively. - Works collaboratively to avert high risk, problem prone issues. - Demonstrates collaborative problem solving skills and conflict resolution. - Functions as a cooperative, flexible team member and a positive role model utilizing good communication techniques. - Uses effective working relationships with all health care and insurance plan representatives. - Consistently utilizes problem solving techniques to resolve complaints or concerns.Preferred - Bilingual skills a plus.Hillsboro Medical Center believes in providing equal employment opportunities for all qualified individuals. Recruitment, hiring, promotions, transfers, working conditions, training, and compensation will be based on qualifications without regard to race, color, sex, sexual orientation, gender identity, religion, age, creed, national origin, marital status, family relationship, veteran status, genetic information, physical or mental disability, or any other status or characteristic protected by applicable law. We further commit ourselves to continuing the practical application of this policy in our daily business conduct.

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