Manager Practice Operations- Primary Care

Job Title

Major Responsibilities: PATIENT SATISFACTION Collaborates with the Director, Physician Practice Management and physician leadership to maintain an environment that is patient centered as evidenced by availability of open access including but not limited to the following: same day appointments, future appointments made, referrals made within the group, adherence to test result reporting guidelines, positive patient comments, and meeting/exceeding Key Results Area (KRA) goals. Achieves patient satisfaction scores consistent with Advocate Medical Group (AMG) and practice site goals. Actively rounds on patients and associates to create and maintain a positive patient experience. Reviews and analyzes each patient comment and monitors satisfaction scores. Communicates and discusses patient satisfaction goals and objectives to all associates and physicians, maintains as a standard agenda item, reports and posts results. Devises and implements patient satisfaction improvement plans based upon the feedback from various sources as approved by the Director, Physician Practice Management. Monitors and communicates improvement initiatives, and holds self and associates accountable to performance standards, behaviors of excellence and patient service standards.

HEALTH OUTCOMES Establishes and carries out procedures for appropriate delivery of patient care and monitoring of quality standards in compliance with AMG, regulatory and payer guidelines. Provides a safe environment for patients and associates through effective monitoring of staff and physician compliance to established standards of care, policies and procedures and HIPPA compliance. Ensures all associates are up to date with all safety training and certifications. Ensures availability of all equipment, supplies and other tools necessary for patient care. Evaluates and monitors health outcome indicators and carries out ongoing process improvements using established best practices and clinical initiative tools. Partners with director and physician leadership to ensure accuracy and timely documentation of all patient care services. Monitors compliance within all AMG wide systems, and all regulatory standards to ensure standards are met and followed. Collaborates with Quality Improvement, Risk Management, and the coding and compliance departments to facilitate education for all physicians and associates. Supports and maintains a Culture of Safety. Monitors, tracks and resolves patient and safety events in the STARS system. Encourages associates use of STARS system to report all events and near miss events. Ensures timely and comprehensive completion of ACAs and RCAs when indicated. Utilizes information to implement process changes and educates for improvement. Coordinates, monitors, and audits Clinical Integration, HEDIS, Senior Wellness program, Medical Home Program, and all other health outcome related programs including AdvocateCare. Ensures that associates are educated on all program initiatives and are incorporating program elements into their daily workflow. Collaborates with care team to meet health outcome goals set by AMG and other agencies. Develops and implements process changes to meet/exceed organizational goals related to health outcome indicators. Educates and involves physicians and associates. Collects statistics and prepares monthly, quarterly, annual reports and shares all data with the physicians and associates.

FUNDING OUR FUTURE Ensures financial success of practice(s) by actively monitoring budget, physician productivity and fiscal operations of assigned cost centers. Knowledgeable regarding requirements of all payment plans in which the practice participates, including but not limited to Managed Care Plans, Medicare, HMOs, PPOs, Public Aid and AdvocateCare. Ensures systems are in place to effectively handle all reporting and documentation relative to reimbursement. Maintains current knowledge necessary for management regarding computer systems, billing, insurance coverage, state, federal laws, nursing assessment/treatment, scheduling and other functions related to practice department. Participates in the planning and administration of an annual budget specific to assigned department(s), and monitors budget monthly by thorough completion of variance report, and corrective action plans. Assures efficient utilization of staff, supplies and equipment. Assures that operating expenses are within/under budget levels. Works with Purchasing, Supply Chain, Facilities & Finance Department to ensure purchases, including capital purchases, are correctly processed. Develop and formalize internal operations infrastructure to assure optimal health outcomes, maximum patient satisfaction and economically efficient operations. Works as a cohesive liaison with the Billing and Business Operations associates to ensure maximal departmental revenue is realized. Responsible for assuring that all charges related to patient care activities are entered into the billing system accurately and according to policy. Monitors billings reports and ensures that assigned associates are collecting co-pays, outstanding balances and self-pay fees at the time of service. Establishes systems and processes for just-in-time inventory levels and controls the cost of supplies. Actively engaged in responding to trends and opportunities within practice(s). Derives, implements and evaluates new and innovative cost reduction opportunities.

PHYSICIAN ENGAGEMENT/OPERATIONS Assists in the creation and maintenance of an operationally efficient and physician friendly work environment. Manages resources daily to meet productivity standards and to optimize efficiency, effectiveness, and output of each department. Oversees daily practice site operations to assure economically efficient processes, maximum patient and physician satisfaction, and safety. Consults with director as needed. Builds relationships with other departments/business unit to assure operational effectiveness. Reviews available reports and new/existing policies and procedures with director and physician leadership to develop practice improvements. Identifies new needs or refinements to existing policies and procedures and forwards to director. Ensures productivity goals are consistent with organizational goals. Works with physicians and team to improve patient access and convenience. Understands physician compensation plan and able to articulate the basic structure of the program. Assists physicians in meeting incentive targets. Supports the Director to manage details of individual physicians' agreements within contract guidelines. Assists with orienting new physicians to staff and environment. Implements schedules for new physicians. Participates in the smooth transition of practice acquisitions. Ensures timely separation processes occur for physician terminations and retirements, using appropriate termination checklist. Monitors and handles physician services and patient needs, and addresses and corrects any concerns or issues. Consults director and physician leadership as needed on the development and implementation of actions to maximize physician productivity. Meets with physicians and physicians/support staff on a regular basis to review staff issues and operational efficiencies. Distributes and discusses productivity reports, Clinical Integration reports, compensation settlements, etc. Works with director to clarify issues. Participates in calls for clarification to Finance as appropriate or needed. Manages health information and medical records processes in and out of the EMR environment. Collaborates with Health Information department, Risk Management and Quality Improvement associates as needed to ensure all elements of protected health information are enforced.

HUMAN RESOURCES ADMINISTRATION/ASSOCIATE ENGAGEMENT Manages daily human resource functions related to Associates to ensure continued quality, development and retention reflecting the Advocate Experience of creating the best place for Associates to work, Creates an environment where the Associates are motivated to do their best, are routinely recognized for good work and achieves Associates Satisfaction scores consistent with AMG goals and standards. Knowledgeable about basic benefit issues. Responds to and handles basic benefit questions. Analyze staffing patterns, mixes and needs to assure both quality of service and cost effective deployment of personnel. Creates an environment where associates are motivated to do their best work, are routinely recognized for good work, and achieves associate satisfaction scores consistent with Advocate Medical Group goals. Coordinates recruitment activities. Facilitates and promotes retention strategies. Evaluates and conducts performance reviews for staff on time. Handles routine human resources processes, such as job posting, interviewing, hiring, status changes, payroll and payroll corrections, leaves of absences, etc. Conducts regular staff meetings. Provides a conduit for communication of AMG initiatives, KRA data, and all necessary information to associates and physicians that assist in maintaining and creating a positive and open work environment. Documents meetings using stop light report. Coordinates and documents orientation, training and required competencies to ensure that associates are proficient in job requirements. Develops implements and complies with policies and procedures to ensure effective and efficient operations consistent with AMG philosophy, policies, and procedures (including maintaining required licensure and certifications). Assesses educational needs of the staff and facilitates educational opportunities. Assists individuals with identifying professional goals and provides opportunities to achieve those goals.

GROWTH Facilitates and drives initiatives that enhance practice growth as well as retention of existing patients under the direction of the Director, Physician Practice Management and in collaboration with physician leadership. Assists in implementing and monitoring medical practice management contracts, letters of agreement, joint venture services and other agreements. Facilitates new physician group transitions in coordination with the Director and Practice Acquisitions. Recommends and implements approved new program proposals with detailed cost/benefit implications, in conjunction with Director and VP. Assesses marketing materials. Makes recommendations and establishes plans for approved activities to increase and generate referrals/new patients. Works with physicians and associates to identify revenue enhancing and cost savings opportunities. Presents these opportunities with defined action plans to Director for consideration. Achieves annual growth targets consistent with Practice Site goals.

MISCELLANEOUS Fulfills additional job-related duties based on operational needs as directed by the Director and/or VP. Actively participates in meetings, committees and projects. Keeps abreast of current standards via literature, educational events, internal and external resources and internal/external networking. Participates in activities to enhance professional growth. Maintains memberships in professional and community organizations, as applicable. Performs other duties as assigned.

Education/Experience Required: Bachelor's degree in healthcare/related field or equivalent. 3-5 years management experience. Knowledge, Skills & Abilities Required: Excellent communication skills. Thorough understanding of components of practice management, including billing/collection/insurance, performance standards, physician concerns, quality assurance, personnel selection and budgetary planning, control & assessment. Ability to supervise professional & non-professional associates & promote staff development through delegation. Ability to work well with a wide variety of professionals at all levels of the health care system. Basic