Practice Manager II

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

2613 W Henrietta Rd, Brighton, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500130 Psychiatry SMH Addiction Psych

Work Shift:

UR - Day (United States of America)

Range:

UR URCB 210 H

Compensation Range:

$27.75 - $37.46

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

Under the general direction and direct supervision of the Addictions Manager, Clinical Administration serves as a member of the leadership team in the Addiction Services Division, directly supporting the Chemical Dependency (ALD) and Westfall Practice (WFP) programs and providing backup coverage for the Opioid Treatment Program (OTP) and Strong Recovery Young Adult (AYA) programs. Works in collaboration with the clinical leaders and administrator to develop systems/processes that will assure that standards are met and efficient operations are achieved. Carries out strategic goals as set by the Division’s leadership. Manages direct reports. Supervises the clerical staff, including patient reception, patient satisfaction, registration, appointment scheduling, group referral management and telephone management. Defines goals and communicates measurable outcomes quarterly and as needed for the area to the clinical leaders and administrator. Manages clinician master scheduling and provides operational reports out of eRecord for ALD and WFP. Carries out responsibilities with considerable latitude for independent judgment. Fosters and enables a positive work environment by modeling the I CARE values.

Schedule:

• M-F 8am-4:30pm

Essential Functions:

Operations management

• Supports the daily clinical operations at ALD and WFP by collecting data from various sources, analyzing and interpreting it, and making recommendations to improve clinical operations..
• Implements procedures for enhancing levels of service and quality. Re-evaluates implementation of projects to assess and determine further recommendations to improve gap closure and/or identify opportunities.
• Collects, analyzes and interprets data to ensure optimal patient throughput and maximum patient access.
• Troubleshoots and solves problems proactively and as they arise.
• Collects and analyzes data to ensure staffing levels are appropriate for volume of patients scheduled.

Operations management (continued)

• Functions as the office manager for ALD and WFP, ensuring office setups are optimal, inventory is accounted for, and patient care spaces meet required safety and cleanliness standards.
• Take the lead on the schedule coordination of the group programs for all Addiction Services sites.
• Facilitate and/or attend monthly meetings as scheduled/required.
• Ensures eScreens and printed patient facing materials are updated and maintained, for example: group descriptions and flyers

Customer Satisfaction for ALD and WFP

• Assures I CARE values are demonstrated by all staff at all times.
• Acts as a model representative of the unit at departmental, service and institutional meetings.
• Serves as point person for the management of patient complaints and in this role, serves as a front-line problem solver.
• Answers correspondence and other inquiries involving the interpretation of University as well as departmental policy, regulations, procedures, etc.; guides subordinates on replies to routine correspondence.
• Acts as a liaison with physicians, staff and with other community health, social and government agencies.

Schedule Management for ALD and WFP

• Develops and manages the master clinical schedule for providers, residents, and therapists.
• Maintains providers’ schedules to ensure adequate visit volumes for patient access and financial performance.
• Ensures DAR needs, in-basket pools, and staff pool emails are addressed

Staff Orientation and ongoing training for all Addictions front-desk staff

• Introduces and educates new staff about the department and the responsibilities of their positions.
• Responsible for training all new Addiction Services OAR staff in eRecord, front-desk procedures, and overall OAR responsibilities
• Maintains training manual used for OAR onboarding and training
• Provides educational material to staff to facilitate the learning process.
• Meets regularly with front-desk staff for information exchange and educational events.
• Ensures and inspects that the learning is competency based, provides clear expectations and goals to trainee.
• Trains staff on new system updates
• Assesses and evaluates performance throughout training, and provides feedback, additional resources and training when needed.
• undefined

Direct Staff Supervision for ALD and WFP; Provides Backup

Coverage for OTP and AYA

• Directs and supervises front-end and clerical staff
• Maintains compliance with employment law and ensures adherence to policies and procedures.
• Collects, analyzes and interprets data to develop and establish standard operating procedures.
• Develops and plans employee schedules to meet operational needs.
• Assigns accountabilities and reviews completed work for accuracy.
• Provides consistent feedback to staff on their performance and achievements.
• Recruits, interviews, hires clerical staff
• Ensures annual staff mandatories are completed.
• Initiates related personnel actions.
• Monitors and edits clerical staff time entry in UKG, approves clerical staff payroll and vacations.
• Counsels clerical staff regarding performance issues and develops improvement plans with staff.
• Completes and delivers end of probation and annual performance evaluations of clerical staff.
• Ensures the accuracy of clerical staff personnel files and completion of required mandatory education

Quality Controls/Process Improvement/Regulatory Management

• Ensures patients are entered accurately into the OASAS system for the ALD and WFP PRUs.
• Runs required reports through the OASAS system for ALD and WFP including Admissions, Discharges, and Treatment Updates
  • Initiate documentation required in eRecord to align with OASAS required forms in patient charts
• Establishes criteria for monthly monitoring of accuracy and efficiency; delegates data collection, reviews results and develops plans to achieve goals.
• Monitors timeliness and accuracy of work performed by ancillary departments for areas under position’s direction.
• Tracks and analyzes reports available to measure the effectiveness, productivity, and completeness of work completed; makes recommendations and implements processes to improve these measures when necessary.
• Reviews, analyzes and interprets results of Patient and Staff satisfaction surveys, and makes recommendations to improve satisfaction.
• In collaboration with clinical directors, oversees clinical compliance for quality assurance, documentation and reporting.
• Ensures compliance with organizational standards and HIPAA, OSHA, OASAS, and The Joint Commission (TJC) policies by implementing quality controls, and providing and enforcing appropriate training.
• Develops, trains staff on, and conducts exercises related to emergency and disaster planning protocols.
• Understands and enforces patient rights and organizational ethics and philosophies
• Ensure downtime computer is tested quarterly
• Submit workorders with ISD and facilities as needed and track results
• undefined

Other duties as requested

Minimum Education & Experience:

• Associate's degree preferably with coursework in business administration or health care administration and 3 years administrative experience with one of those years healthcare management required
• Bachelor's degree preferred
• Or equivalent combination of education and experience

Knowledge, Skills & Abilities:

• Electronic Medical Record (EMR) skills (with training) with proficiency in all aspects, including template building and billing knowledge preferred
• Advanced knowledge of medical practices, terminology, and reimbursement policies preferred
• Microsoft Outlook email skills preferred
• Electronic filing skills preferred
• Typing skills preferred
• Intermediate proficiency with Microsoft Word and Excel preferred
• Excellent written and verbal communication skills preferred
• Ability to think strategically and operationally at the same time preferred.
• Ability to think critically and systemically preferred.
• Ability to analyze complex problems and formulate evidence-informed plans, solutions and courses of actions preferred.
• Knowledge of process and quality improvement methodologies/tools preferred.
• Ability to constructively challenge established ways of doing things and lead change preferred.
• Ability to analyze, understand, and utilize operational, clinical, and financial data preferred.
• Ability to establish and maintain cooperative working relationships with individuals at all levels of the organization preferred.
• Ability to promote and advance diversity, equity, and inclusion preferred.
• Ability to engage and influence team members, even in a matrix reporting structure preferred.
• Effective mentoring, coaching, and performance management skills preferred.
• Ability to work independently and meet deadlines preferred.

Licenses and Certifications:

• Notary License within 1 year preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.