Practice Manager

Practice Manager

Job Summary: The Practice Manager is a member of the multi-disciplinary healthcare team. As a member of the local leadership team, the Practice Manager is directly responsible for ensuring effective daily operations of the Health Center.  This includes optimizing patient flow, improving the patient experience, and ensuring effective teamwork and communication occurs between all clinical and non-clinical staff across medical, dental, population health, and behavioral health programs. The Practice Manager works in a dyad leadership role with the clinical medical, behavioral health, and dental provider leader in their location. The position requires knowledge and experience in working in and helping lead a medical, behavioral health, and/or dental practice, building teams, and managing the customer experience.  The Practice Manager supervises the following positions in the health center:   Patient Services Specialists, Referrals, Medical Records, Medical Assistants, Interpreters, Behavioral Health Specialists, and Dental Assistants. This is an exempt, full-time position in pay grade 6 with the pay range of $55,611.00 - $80,636.00 annually. The Practice Manager reports directly to an Operations Director.  

Required Skills/Abilities:                            

• Highly organized and able to multitask
• Ability to prioritize work
• Use of Microsoft Office 
• Dental, medical, and behavioral health insurance billing, coding, and charge posting experience preferred.
• Knowledge of basic dental, medical, and behavioral health terminology preferred.

Education and Experience:

• High School Diploma or equivalent, required. 
• Associate or bachelor’s degree, preferred. 

• 3-5 years of progressive leadership experience required.
• Knowledge of EMR/EDR (Athena Health, Athena One, etc.) preferred. 

Working Conditions and Physical Requirements:

• Primarily office-based work
• Occasional travel

Core Values: Standards of Behavior: 

Job Related Competencies:

• Empathetic Outlook- The ability to perceive and understand the feelings and attitudes of others; the ability to place oneself “in the shoes” of another and to view a situation from their perspective. 
• Attention to Detail- The ability to process detailed information effectively and consistently.
• Problem Solving- Identifies and analyzes problems weighing the relevance and accuracy of available information. Generates and evaluates alternative solutions and makes effective and timely decisions.
• Communicates Effectively- Developing and delivering multi-mode communication that conveys a clear understanding of the unique needs of different audiences.
• Values And Ethics- Serving with integrity and respect in personal and organizational practices. Ensuring decisions and transactions are transparent and fair.
• Time Management- The ability to effectively manage one’s time and resources to ensure that work is completed efficiently. 

Commitment to Community: 

Choptank Community Health System (CCHS) is committed to creating a safe and open healthcare environment that improves health outcomes and values and respects the unique experiences and perspectives of both patients and staff by: 

• Prioritizing access for all individuals;
• Offering ongoing training for staff to promote health awareness, preventive measures and early detection for the varied patient population on the Eastern Shore;
• Actively engaging with patients, families and staff;
• Fostering a workplace culture in which everyone is treated with dignity.

Duties/Responsibilities:      

• Provides daily managerial oversight of staff and assists Directors with supervision of site operations: 
  • Provides daily onsite supervision to medical and dental teams. 
  • Coordinates agendas for meetings with dyad leaders including directors and provider council leader
  • Facilitates office site meetings and huddles in conjunction with dyad leaders.
  • Directs staff activities at site, in coordination with Directors.
  • Oversees inventory and ordering of front-office supplies.
  • Supports office staff with billing questions, scheduling, Electronic Medical & Dental Record issues or concerns.
  • Oversees site cash collections and sliding fee scale application review.
  • Reviews and approves employee expense reimbursement requests.
  • Rounds with support staff on a monthly basis and discusses results with Director.
  • Provides new staff with site orientation.
  • Responsible for 30- and 90-day check ins with new direct employees
  • Reviews and approves time and attendance, makes updates to employee timesheets as needed, and notifies Director of any discrepancies.
  • Reviews and approves time off requests for site.  Discusses with Director as needed.
  • Coordinates monthly staffing schedule with Scheduling Navigator, other Managers, and Directors.  

• Acts as backup to operations staff for staff call outs and vacancies if unable to coordinate coverage with other Managers or Directors. 

• Ensures that patient care schedules are utilized efficiently, fully, and provides access to care for CCHS patients daily.
• Monitors and responds to patient experience survey responses.
• Interacts with patients and/or family members to discuss any complaints, concerns, or praises about their experience. Appropriately escalates any concerns to director or other leaders as necessary. 
• Collects and reports necessary data and statistics for routine performance tracking and productivity.
• Verifies compliance with medical and dental quality control logs and procedures.
• Supports site-based recruitment efforts as needed.
• Facilitates candidates for employment on-site shadows with help of other site-based leaders/directors.
• Addresses personnel concerns under the advisement of Director and HR.
• Completes employee annual evaluations for employees in coordination with Director.
• Ensures All Staff:
• Answers telephones in a timely and polite manner, improving the patient experience daily.
• Routinely demonstrates superior customer service skills.
• Communicates with customers in a way that meets or exceeds CCHS’s core values.
• Recognizes and responds appropriately to deescalate incidents, emergencies, or events.
• Accurately takes messages and conveys information to other members of the team.
• Transfers calls and messages to providers and clinical staff when medically indicated.
• Observes and protects patient confidentiality per CCHS policies and procedures.
• Adheres to established work schedules.
• Follows CCHS Standards of Behavior 

• Oversees and maintains a safe and efficient environment of care for employees, patients, and visitors.

  • Coordinates with Facilities to ensure all emergency equipment, such as fire extinguishers and emergency lights are properly maintained and in good working condition.
  • Submits work/repair orders in a timely manner.
  • Assists the Facilities team with quarterly safety/emergency drills and reporting.
  • Participates in quarterly EOC rounds
  • Coordinates with the IT Department on Helpdesk needs of all site staff.
  • Communicates with Billing Department in ensuring staff have access to websites to verify insurance benefits.
  • Ensures staff receives all communication and preparation for potential weather-related events.
  • Regular, reliable, and punctual attendance is a requirement of this job.

Benefits: 

• Tuition and education assistance
• Certification scholarships available 
• Paid holidays (9) 
• Flexible paid time off and vacation scheduling
• 403(b)
• 403(b) matching
• Employee assistance program
• Flexible spending account
• Health insurance
• Dental insurance
• Vision coverage
• Life insurance
• Referral program
• Employee wellness program
• Discretionary Bonuses

Choptank Community Health is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital or family status, veteran status, sexual orientation, gender identity or expression, genetic information, political affiliation, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.