Practice Manager - Primary Care (West University)

At Houston Methodist, the Practice Manager position is responsible for the daily clinic activities, to maximize patient access and provider efficiency. In conjunction with the Administrator and/or Operations Manager, this position is responsible for developing and supporting processes that deliver a superior patient experience and high-quality care and services. The Practice Manager position is responsible for developing staffing structures that best meet the goals of high quality care and patient satisfaction in addition to maximizing revenue through efficient, effective and compliant procedure.

The supervisor position responsibilities include overseeing the daily work activities of the work unit/department staff, ensuring quality, productivity, functional excellence and efficiency. This position trains and supervises staff while maintaining adequate staffing levels and budget compliance. This position contributes to staffing decisions such as hiring, coaching and counseling employees on work related performance. This position assists in the development and implementation of policies and procedures to ensure a safe and effective work environment. Other duties for this position include participating in performance improvement activities, as well as providing support for department management to achieve operational goals. This position may also perform staff duties and responsibilities as needed.

FLSA STATUS
Exempt

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of accredited homeschool equivalency, enrollment or completion of post-secondary education, etc.)
• Bachelor’s degree preferred

EXPERIENCE

• Three years of healthcare experience, of which one year must have been in a managerial role; for internals, three years of healthcare experience in relevant field with HM performance that demonstrates progressive leadership abilities

LICENSES AND CERTIFICATIONS
Preferred

• Practice Management Certification

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate through a variety of channels with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles; engages the recipient(s) and helps them understand and retain the message
• Demonstrates the ability to interact with others in a way that gives them confidence in one’s intentions and those of the organization
• Ability to use appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one’s own behavior to accommodate tasks, situations and individuals involved
• Demonstrates leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills
• Ability to work effectively in a fast-paced environment
• Demonstrates flexibility and adaptability in the workplace
• Exceptional management skills to assess and make staffing changes depending on provider’s schedule and patient volumes to maximize the provider’s schedule
• Exhibits ability to problem solve in high stress environment with exceptional communication skills
• Creates and supports a safe patient focused, competent care environment
• Demonstrates problem-solving skills to include investigation, identification of cause(s) and development of corrective action

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Participates in management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees in the department. Provides development and mentoring of staff. Ensures that all department staff are properly trained and comply with all policies and procedures. Assists with meeting or exceeding threshold goal for department turnover.
• Consults with department leadership on coaching/corrective counseling and staff performance to achieve desired outcomes. Conducts new hire feedback sessions and provides recognition/commendations, as appropriate.
• Creates and maintains an environment of collaboration by role modeling teamwork within the department. Effectively interacts within and between departments ensuring seamless flow of information/communication. Role models clear and professional communication to facilitate problem resolution to achieve mutual understanding. Teaches others to critically think by verbally expressing rationale for decisions and follows up consistently.
• Meets or exceeds threshold goal for department and/or system metrics on employee engagement indicators.
• Serves as role model to staff, ensuring that the focus is always on improving patient care and/or services. Holds accountability for all clinic functions related to staff performance. Mentors, coaches, and develops staff to accomplish goals; identifies developmental needs and creates action plans to enhance growth and development of the team.
• Establishes effective, two-way communication with staff, demonstrating active listening, requesting and acknowledging feedback, making equitable decisions, providing rationale when appropriate and supporting organizational goals. Coaches staff to use efficient and effective communication to establish and maintain a team environment

SERVICE ESSENTIAL FUNCTIONS

• Oversees daily department operations, schedule and activities. Sets priorities and functional standards, giving direction to staff as necessary to ensure the best possible delivery of service and high customer/patient satisfaction.
• Organizes the workflow, proactively problem solves, anticipates needs, and manages multiple ongoing priorities. Drives department service standards and activities to impact department and/or system score for patient/customer-based satisfaction, through role modeling and fostering accountability. Serves and actively participates on various entity committees as a voice for the department.
• Oversees staff, physicians and associated physician extenders schedules on a daily basis to ensure optimum scheduling and coverage. Actively participates and supports front desk, billing and clinical teams. Responsible for clinic and referral management of practice as related to patients.
• Supervises daily operations of the practice for staff, physicians and associated physician extenders. Implements and enforces organizational policies and procedures according to prescribed guidelines.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Ensures a safe and effective working environment; assists in monitoring and/or revising the department safety plan and/or any specific accreditation/regulatory agency required safety guidelines. Monitors and confirms staff maintain their required credentials that demonstrate competency per accrediting agency or department guidelines as applicable.
• Uses and optimizes information systems to enhance operations; participates in performance improvement and data management/analysis functions.
• Employs a proactive approach in the optimization of safe outcomes by monitoring and improving the department workflow, using peer-to-peer accountability, reporting near misses and/or adverse events immediately and identifying solutions via collaboration. Participates in investigations as a result of the root cause analysis process. Role models situational awareness, using teachable moments to improve safety.
• Monitors self and employee compliance with policies, procedures, and System HR Standards of Practice and performs associated actions upon non-compliance (i.e., focal point review requirements, disaster plan, in services, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.).
• Assists with audits to ensure compliance and minimize organizational risk. Ensures staff abide by privacy laws (i.e. HIPAA) and organizational policies and procedures regarding health information management and safeguarding protected health information (PHI).
• Ensures staff compliance and appropriate utilization of information technology resources to include EPM/EMR and telephonic system

FINANCE ESSENTIAL FUNCTIONS

• Assists in the management of essential and non-essential department expenditures to achieve financial target through optimization of productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.
• Implements department strategies to achieve financial target and staffing needs, developing others to do the same, through optimizing productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.
• Assures encounters are reviewed, claims created and manages workflow dashboards; fiscal administration of the practice to include purchasing and inventory management; oversees the daily/monthly expenditures, staffing and overtime hours and works in conjunction with Operations Manager/Administrator on annual clinic budget.
• Responsible for the daily monitoring of charge capture patient encounters and co-payment collections. Manages petty cash batches and deposits. Reconciles cash daily and keeps appropriate documentation and/or log.
• Assures accurate timekeeping and payroll for all department employees. Oversees all reporting and record-keeping functions within their span of control.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Implements change, demonstrating the ability to motivate employees and follow through to ensure change in behavior has occurred. Supports Houston Methodist and department goals and vision. Identifies industry trends and implements innovative solutions for practice or workflow changes to improve department operations.
• Develops skills of team members and continually assists with improving competencies, performance and outcomes. Fosters a positive and constructive teaching environment by engaging staff/team members in learning opportunities that are valuable and in alignment with business objectives. Conducts conversations with staff on their development and My Development plan.
• Seeks opportunities to identify developmental needs of self and staff and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development plan on an on-going basis.
• Reinforces superuser training knowledge for EPM/EMR system to staff to maximize practice operations and support

SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE

• Uniform: No
• Scrubs: Yes
• Business professional: Yes
• Other (department approved): No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of accredited homeschool equivalency, enrollment or completion of post-secondary education, etc.)
• Bachelor’s degree preferred

EXPERIENCE

• Three years of healthcare experience, of which one year must have been in a managerial role; for internals, three years of healthcare experience in relevant field with HM performance that demonstrates progressive leadership abilities

LICENSES AND CERTIFICATIONS
Preferred

• Practice Management Certification