JOB TITLE: Practice Manager JOB CODE: PRACTICEMGR RESPONSIBLE TO: Clinical Operations Director, Senior Clinical Operations Director, Chief Clinical Officer HIPAA SECURITY LEVELS: 1, 2, 3, 5, 6 PRIMARY RESPONSIBILITIES: The primary responsibilities of the Practice Manager are to lead and direct the operations of Monarch s integrated health centers in collaboration with all departments within Monarch to include all aspects of customer care, staff development, financial management and accreditation/compliance. ESSENTIAL FUNCTIONS: 1. Direct processes that meets or exceeds quality, clinical, and utilization standards and performance measures in the most cost effective manner. Establish and implement goals and objectives, policies and procedures as set forth by Monarch for the local practices to meet or exceed budgeted targets. 2. Leads and directs the business office of the local practices to include but not limited to all customer service functions, medical records, intake/referral, and marketing/development. 3. Responsible for the preparation, administration, and oversight of the budget in conjunction with the clinical operations director and budget officer. Ensure good regular communication with staff on budget goals. 4. Review practice level financial performance, draw conclusions as to whether the practice's financial trajectory appears viable, develops local plan of action if not. 5. Review productivity reports weekly and communicates concerns to appropriate supervisors and staff. Ensures supervisors have a plan to support and improve each low performing staff to help them achieve their TPS expectations. 6. Oversees and approves the ordering of all supplies and equipment along with overseeing the proper maintenance of all equipment in the practice. 7. Analyze systems and procedures, recommending changes that enhance the quality of care and increased operational efficiency. 8. Fosters excellent communication and ensures timely and effective flow of information as well as provide an avenue for timely resolution of concerns and complaints. Coordinates regular office meetings for all personnel. 9. Ensures that the offices are appropriately staffed and well educated/trained working in conjunction with human resources for recruitment, hiring, orientation/onboarding, discipline, evaluation, and ongoing training/education of
all employees. Responsible for the coordination of staff schedules to ensure the practice functions effectively and efficiently. 10. Ensures sub staff are in place and working effectively if medical assistant staff and other support functions are on PTO. 11. Represents Monarch in a positive manner in a number of different venues including but not limited to MCO meetings and various stakeholder meetings. 12. Serves as a role model in all customer service activities and participates in new system-wide initiatives, always maintaining and portraying a positive, "can do" attitude. 13. Monitors wait times in open access and ongoing service delivery to ensure they meet the agency standard. Identifies chokeholds in the system and problem solves, moving resources around to eliminate backlog, helping out directly if necessary. 14. Monitors medical records processes to ensure keying, scanning, and requests for information are within 24 hours. If not, moves resources around to get into compliance or provides direct assistance. 15. Identifies high performing staff and provides frequent encouragement and positive reinforcement. Identifies low performing staff and mentors them directly or coordinates a local mentor, sitting with them and coaching them through their daily work tasks until competency is met. 16. Ensures high quality, effective, and timely communication with all staff within assigned areas (i.e. weekly memos, monthly staff meetings, individual supervision, group supervision, etc). 17. Investigates staff and consumer complaints, develops report, works with identified QM or HR reps to take appropriate corrective action. 18. Coordinates the peer review process. Reviews both the aggregated peer review data and the individual forms and ensures staff are trained and mentored to improve performance. Provides information to staff during general staff meeting on trends seen during peer review. 19. Takes lead in coordinating external audits. Coordinates all pre-review activities. Completes plan of corrections in coordination with COD and ensures they are submitted to MCO within timeframes. Monitors to ensure we have corrected all elements of the POCA. 20. Answers all local IT questions including software and hardware support and mentor staff. Acts as local super user for assigned systems. 21. Receives error reports and works to solve the problems identified within them. Provides mentoring and problem solving on the staff issues that are
identified on the error reports. Identify system challenges and work within appropriate Monarch structure to develop an acceptable/efficient resolution. Works to eliminate errors and achieve an error rate within agency standards. 22. Review education reports and ensure staff are appropriately trained at all times. 23. Attend and actively participate in meetings and training as required. Maintain certification in all agency, state and federal training requirements. 24. Demonstrate knowledge of and comply with all agency policies and procedures, as well as state and federal statutes and regulations related to specific program areas 25. Demonstrates knowledge of emergency procedures and assists in crisis situation. 26. Completes all other relevant responsibilities as assigned by the supervisor. 27. Traveling and driving may be required. EDUCATIONAL QUALIFICATIONS 1. Bachelors degree in Healthcare Management, Health Administration, Social Work, Psychology or other related field. 2. 3 years of experience in healthcare management leading to strong business acumen and advanced leadership skills. 3. MHA or MBA with healthcare experience preferred.
QUALIFICATIONS 1. Must be both a visionary strategist as well as a hands on operational leader who works well with customers, physicians, mid level providers, practice leadership, front line management, and staff. 2. Superior interpersonal and communication skills, with ability to motivate staff and develop and maintain employee morale at a high level and foster an environment of team work and cooperation. Ability to maintain positive and productive Interpersonal relationships with a wide variety of staff in various departments and levels within and external to the organization. 3. Advanced technological capabilities, including ability to operate Microsoft office products including but not limited to outlook, word, excel, PowerPoint, as well as the agency's selected EHR, HR, and telephone systems. 4. Ability to remain organized, 5. ability to assess problem areas quickly and rapidly develop and deploy a solution. 6. Ability to positively mentor staff through a wide variety of issues or concerns. 7. Ability to communicate effectively and in a positive manner in written and verbal formats. 8. Ability to recognize low morale, reasons for it, and deploy a variety of potential corrective actions including utilizing positive reinforcement. 9. Ability to maintain composure and remain positive and factual when faced with complaints, grievances. 10. Ability to coordinate among multiple departments. EMOTIONAL CAPACITIES 1. Excellent communication and organization skills are require 2. Must be able to work at least 40 hours per week or more. 3. Must be able to change routine in a positive manner. 4. Must be able to follow through on assignments independently. 5. Must have good organizational skills. 6. Must be able to develop positive relationships with people receiving services. 7. Work output must be at a competitive level. 8. Must be able to solve problems as they arise 9. Must have stable work behaviors on a daily basis. 10. Must have adequate individual coping skills. 11. Must be able to maintain good work attendance. 12. Must be able to participate in decision-making.
13. Must be able to respond appropriately to emergencies. 14. Must be able to exercise good judgment in an effort to maintain a safe work environment.