Practice Manager

Practice Manager

Wood River Health is seeking an experienced Practice Manager to join our dedicated and compassionate healthcare team. This is an exciting opportunity to lead within a mission-driven organization that is committed to providing exceptional care while fostering a positive and collaborative workplace culture.

We are proud to offer an outstanding benefits package, including generous paid time off, health insurance, flexible spending accounts, life insurance, a 403(b) retirement plan with employer matching contributions, tuition assistance, and resources that promote work/life balance and employee well-being.

The Practice Manager works closely with other members of management to engage in practices to effectively manage the day-to-day aspects and operations of the health center. This position is responsible for administrative oversight of front desk operations, patient access, appointment scheduling. Reporting to the Director of Clinical Operations, the Practice Manager provides supervision and administrative direction for front desk personnel and scheduling functions while promoting operational efficiency, service excellence, and a positive patient experience.

Essential Duties Include But Are Not Limited To:

• Responsible for managing the day-to-day activities of the front desk operations
• Responsible for timely check in of patient appointments
• Responsible for maintaining updated demographic and UDS information in Practice Management System
• Responsible for assuring front desk policies and procedures are followed
• Regularly performs front desk duties while providing operational oversight and staff support.
• Oversee the Insurance Verification process and updates to ensure accurate billing
• Supervise, coach, mentor staff within functional areas of responsibility
• Works with department managers and leads to coordinate front desk staff interfacing with other departments
• Attend and actively participate in supervision, training and other internal and external meetings as assigned
• Oversee clinic operations with respect to appointment scheduling, patient flow, and medical records. Responsible for maintaining efficiency through provider scheduling; managing urgent care appointments and identifying gaps in services
• Oversee the implementation of policy and workflow change when it pertains to scheduling and patient check in process
• Point person for tenants within the building. (i.e. Laboratory, Pharmacy, Physical Therapy)
• Monitoring provider productivity and schedule to ensure its daily/weekly visits and revenue targets are being met
• Maximize use of available staffing resources. Arrange for staff coverage where needed. Work closely with management to analyze the delivery of patient care services and to identify strategies to fill identified gaps
• Develops, reviews and updates policies, procedures, process improvement, training, and evaluation that help support efficient workflow, productivity, quality improvement and customer service
• Ensures adherence to policies, procedures, and standards regarding quality improvement, customer service, patient access, productivity, confidentiality, and front desk operations
• Ensures communication of goals, objectives, policies, and procedures with all staff through meetings, huddles and other forms of communication
• Ensure an excellent patient experience at WRH by ensuring that patient complaints and grievances are addressed and resolved in a timely and responsive manner
• Ensuring that the Health Center is in compliance with all Department of Health licensing regulations.
• Working in coordination with the Senior Leadership Team to ensure that the Health Center is in compliance with all PCMH Compliance Standards (Level III).
• Assisting in the preparation of the FQHC grant applications; and other Health Center reports and applications as required, as well as any regulatory site visits (state or federal).
• Work with management from the medical, dental and behavioral health department to optimize staffing, appointment schedules, workflow policies and procedures, as needed to meet health center goals
• Facilitates and supports process improvement initiatives
• Participate in the development of strategic plans and objectives for the organization
• Assign monthly objectives, weekly activities and daily workloads to ensure timely completion of tasks
• Monitors all work to ensure compliance with policies, procedures, regulations and standards
• Trends staff productivity and accuracy to be included in the employee's performance appraisal
• Manages, maintains and evaluates provider schedules and templates to ensure optimal productivity and customer satisfaction
• Develops a comprehensive orientation plan for trainees for area of responsibility
• Oversee the Patient Services area for tracking and reporting on key indicators
• Make recommendations for corrective action and facilitate appropriate follow-up of problem resolution of issues, problems and concerns
• Recommend hiring and disciplinary action up to and including termination
• Maintain strict confidentiality in all matters
• Operate within the scope of the Health Information Portability and Accountability Act to safeguard the privacy of protected patient health information
• Enliven and support the mission, vision, and values of Wood River Health
• Adhere to organizational policies and procedures and Wood River Health Compliance Program Standards
• Performing other duties as assigned to meet business needs

Supervisory Responsibilities:

• Hire, train, and supervise employees within functional areas of responsibility. Evaluate performance and regularly provide feedback.

Education and Experience:

• Bachelor's degree in business administration, healthcare administration, or a related discipline is preferred. Candidates with substantial relevant experience in lieu of a degree will also be considered.
• At least 3 years of management experience, required
• Knowledge of Patient Centered Medical Home, preferred
• NextGen EMR experience, preferred
• Excellent customer service skills
• Experience in solving problems
• Ability to effectively use Microsoft 365 Suite
• Phreesia experience a plus
• Cultural sensitivity necessary to work with a diverse patient and staff population

Work Arrangement:

This position is fully onsite.

The employee must be able and willing to work at both the Hope Valley and Westerly locations as business needs require. Work assignments may be scheduled at either site on a temporary, regular, or rotating basis.

Wood River Health is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal law.