Practice Manager

POSITION SUMMARY :

Provides administrative oversight, business management, and program development for one or more practices. Works effectively with providers and other staff to develop and implement common priorities and goals related to providing optimal service, maximizing operational efficiency, ensuring financial viability and rendering high quality health care services. Responsible for fostering a positive relationship with the patient population served (where applicable). Works in collaboration with the Medical Director(s) and other leadership in a matrix management team. Supervises all administrative and clinical support staff.

Position: Practice Manager

Department: ENT

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Works with the practices and the management team to develop and implement long and short-range business plans for practices. Meets regularly with the appropriate clinical and administrative leaders in each practice. 

• Analyzes information, develops strategies to improve operations and enhance service delivery; implements changes in conjunction with the management team. Acts as the liaison with other hospital departments to resolve problems that interfere with the efficient operation of the practices. 

• Ensures the success of employees through a full life cycle, providing support and set up of new clinical providers and staff. 

• Develops practice performance standards in conjunction with the management team. Monitors practice performance regularly against those standards and prepares and implements steps to bring the practice into conformance with those standards. Develops management reports to measure provider productivity, assesses patient demand for services, determines patient satisfaction and otherwise evaluates the effectiveness of the practices’ operations. Develops and implements cost-effective operational adjustments as appropriate to enhance practice efficiency. 

• Responsible for practice related revenue cycle needs. 

• Generates patient assignments as applicable. 

• Controls purchase and distribution of supplies in the practices. Establishes and maintains inventory system of supplies. Works with providers and vendors to procure cost-effective purchases and provide inventory control. 

• Attends management meetings and participates in other hospital committees as required.

• Calls, prepares agenda for, and participates in monthly meetings with all practice personnel, in consultation with the management team. Prepares follow-up work plans to items discussed at the practice meetings, and monitors completion of identified projects and tasks. 

• Communicates BMC and/or practice priorities and essential information to staff on a regular basis. 

• Maximizes the use of physical space by coordinating the use and assignment of practices’ office and examination space. 

• Creates and maintains the Policy and Procedure Manuals. 

Customer Service 

• Ensures that practices provide service/care that meets or exceeds patient care standards.

• Seeks patient feedback on service delivery for both providers and staff, taking immediate steps to respond to any complaints or indications of insufficient levels of service.

• Ensures that staff responds promptly and appropriately to customer needs. Ensure that staff effectively communicates with customers to address needs and problems.

• Ensures that staff maintains confidentiality for all patient interactions.

Patient Access 

• Develops and maintains the clinical coverage schedule. 

• Develops, monitors, and revises the practices’ schedules to ensure efficient patient flow and access. Works closely with the appropriate leadership to adjust provider schedules to account for planned absences.

• Reviews monthly statistical reports as applicable with information regarding numbers of patients scheduled for each practice, number of appointment no-shows, number of sessions cancelled by providers, etc. Prepares special and periodic reports for the management team. Develops and implements strategies to improve patient access, in collaboration with practices and hospital leadership.

Fiscal Management

• Provides close oversight and supervision of the registration process within the department. Ensures that all staff is adequately trained and serves as the practices’ expert with regard to registration and billing functions. Monitors staff adherence to practices’ policies and procedures. Supervises the insurance eligibility verification process. Establishes controls to oversee the accuracy and completeness of information entered the patient information systems by clerical staff. Performs frequent quality audits; runs registration quality and duplicate registration reports a minimum of once per week and resolves errors immediately.

• Ensures that all requirements for billing third party payers are met. Monitors production reports on a weekly basis to ensure charges are submitted in accordance with organizational standards. Ensures compliance with corporate billing protocols. Develops and maintains a good working relationship with billing vendor. Prepares monthly reports on accounts receivable for review and analysis. Works closely with billing vendor to evaluate areas of need for improvement. Makes recommendations for improvements and upon approval, implements and monitors account receivable status. 

• Supervises the charge entry operation and ensures that all charges are entered timely per policy/ procedure. Monitors billing edit report on a daily basis and is accountable for the immediate correction of errors. Establishes a charge reconciliation process to ensure 100% revenue capture; runs missing E & M and other financial reports on a regular basis. Keeps up to date on laws, regulations and healthcare trends that affect the practices’ business systems and operations.

• Participates in the development of the annual operating budget in collaboration with clinical leaders, and monitors expenditures regularly to ensure the practice’s compliance with budget. Provides financial analysis and benchmarking reports. Identifies opportunities for financial improvements.

• Participates in the development of the capital budget request for the practices with input from the management team and providers. Works with vendors to develop accurate specifications and cost for needed capital equipment and furnishings.

• Identifies opportunities to increase patient volume and services while continuing to control expenses in the corporation.

Human Resource Management

• Participate in the hiring, discipline and offboarding of clerical support staff, within the prescribed policies of the hospital. Interprets and enforces hospital and practice policies for all employees. Works collaboratively with leadership, Medical Director and/or physicians to ensure consistency and commitment to practices’ goals and policies.

• Assesses the adequacy of staffing levels for non-clinical staff and makes recommendations to management regarding additional staffing needs or role changes. Assigns and monitors staff workload to ensure maximum productivity; creates an atmosphere and conditions that motivate employees to work at optimal efficiency.

• Monitors employee needs for training. Develops annual training and development plans and makes appropriate arrangements for training in conjunction with each employee.

• Completes employee performance reviews within a timely manner, and in accordance with BMC policy. Provides ongoing assessment and feedback to all employees; develops performance improvement plans where appropriate.

• Evaluates and approves schedule changes and requests for time off, ensuring that the staffing needs of the departments are met. Works to resolve any wage, benefit or human resources related problems. Oversees payroll and maintains system to document employee absenteeism.

Facility Management and Regulatory Compliance

• Coordinates housekeeping, maintenance and repairs for the practices, ensuring that all areas, equipment, and furnishings are kept clean and in good repair.

Program Planning and Development

• Develops plans for practice expansion and growth, including the identification of financial resources to fund expansions. Submits plans to management.

• Implements approved plans. Works with architects and contractors to develop plans which will maximize provider productivity and enhance patient and staff satisfaction. Coordinates all aspects of construction and moves with appropriate hospital departments.

Quality Improvement

• Participates in practices and hospital-wide quality assurance activities. Leads practices, efforts in continuous quality improvement by involvement in teams as appropriate and by supporting changes recommended through the continuous improvement process. Participates in establishing and implementing quality assurance standards.

• Ensures compliance with standards and regulations from federal, state and local governments, as well as other regulatory bodies such as The Joint Commission. Ensures that all staff attend mandatory BMC training sessions and other employment requirements.

• Resolves patient complaints emanating from areas of responsibility. Ensures that all significant patient complaints are reported promptly to the Patient Advocate or Director of Quality Improvement.

Other:

• Works with appropriate personnel within the practices and the hospital to develop and implement marketing strategies for the practices. Assures representation of assigned practices at community events to ensure the practice’s presence in the community. Stays abreast of health care topics that may interest the community. Coordinates physician attendance at lectures and/or health fairs in the community as applicable.

• Performs other duties as assigned. 

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

Bachelor’s degree and 5-7 years of experience in a healthcare business environment with at least 3 years management and budget experience. Or equivalent combination of education and experience. 

PREFERRED EDUCATION AND EXPERIENCE:

Master’s degree in Healthcare Administration, Business Administration, or related field strongly preferred.

CERTIFICATIONS, LICENSES, REGISTRATIONS REQUIRED:

N/A 

CERTIFICATIONS, LICENSES, REGISTRATIONS PREFERRED:

N/A 

KNOWLEDGE, SKILLS & ABILITIES (KSAs):

• Ability to work collaboratively in medical matrix team, and the ability to adequately represent needs of medical services, and work with multiple physicians of numerous specialties. 

• Comprehensive knowledge of clinical operations, hospital financial and human resources policies and procedures. 

• Excellent understanding of hospital and physician reimbursement as well as applicable external regulations and legal requirements. 

• Outstanding interpersonal relationship building skills; ability to mentor, guide and motivate direct reports through demonstration of best practices and leading by example. 

• Able to prioritize and manage multiple projects simultaneously and produce expected results.

• Highly developed skills using personal computer tools including computerized healthcare information system, word processing, spreadsheets and presentation applications. 

• Excellent oral and written communication skills. 

• Demonstrated critical thinking, analytical and problem-solving skills .

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE : This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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