Practice Manager (Full-time)

Practice Manager (Full-time)

Arlington, TX, USA

About Diana Health

Diana Health is a high-growth network of modern women's health practices. We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver's seat of their own health and provides them with the information and compassionate care they need to reach their health goals.

We are an interdisciplinary team joined together by our shared commitment to transform women's health. Come join us!

Role Description

Our Practice Managers are passionate about helping women get the high quality, loving care they need and deserve and supporting interdisciplinary teams of providers and staff in fast growing practices.

You will be a practice leader, ensuring smooth and efficient day-to-day operations and a supportive, servient culture that simultaneously serves our team and our clients. You will report directly to the Regional Director in the practice's associated Diana Health region.

What You'll Do

Provide day-to-day, onsite team leadership, ensuring all practice-level team members are set up for success in their respective roles and trouble-shooting situations as needed

Directly manage all practice-level clinical and administrative staff

With support from Regional Director and Central HR, oversee team administration and development, including hiring, onboarding and corrective actions as needed

With support from the VP of Clinical Operations (for HR), oversee the practice's providers' day-to-day needs

Serve as the practice's Diana Health culture setter, modeling our values and serving as the face of Diana Health to the practice team and patients

Ensure the delivery of the Diana Health vision and Diana Difference – day in and day out – across our entire practice-based team and our clients

Oversee execution and continuous improvement of practice workflows, including but not limited to:

Scheduling:

Support all aspects related to patient scheduling

Develop and oversee the schedules for admin and clinical team members

Manage provider schedules and clinic schedule structure to ensure a seamless experience for clients, and providers

Client Experience:

Ensure DH client experience is implemented as designed, promoting an overall positive client experience

Support efficient and comprehensive clinic appointment flow

Lead our Service Recovery Process when issues arise; supporting unusual event reporting, as needed

Solicit and review feedback from clients and review key performance indicators

Provide oversight to ensure client calls, voicemails and messages are returned or addressed within the appropriate time frame

Support and manage execution of Diana Health SLAs

Billing and Insurance

Provide oversight of all billing and insurance questions (e.g., verification of benefits and personal financial plans) including team education and training and client educational tools, as needed

Oversee hospital and clinic procedure authorization process, including hospital superbills

Inventory management

Partner with Central Team partners on inventory management

Procure designated practice-specific items (e.g., clinical supplies, office supplies, team uniforms, etc.) and maintain accurate, updated logs

Identify any operational workflow issues that interfere with client care and the team's ability to properly execute on their responsibilities

Provide a solution-focused summary of the issue / barrier to appropriate stakeholders; work through the issue and come up with an agreed upon solution (e.g., new/updated process)

Act as practice link to Diana Health training, product and process improvement:

Supporting training and development of impacted team members on agreed upon solution, ensuring new/updated processes are implemented

Partnering with the Product team to update playbooks and tools

Identifying practice-specific needs and develop processes/process improvement along with Regional Director and Product Team

Lead the practice to meet its performance metrics

Review dashboards to identify leading indicators of team and practice operations related issues

Develop and test hypotheses, pulling in appropriate stakeholders and additional data, as needed

Develop improvement plans, test the plans, measure the impact and iterate as needed

Ensure closed loop communications across affected team members, external parties etc.

Maintain a strong pulse on the health of the team and the metrics of the practice at all times, being able to report out real-time, as needed

Lead frequent, clear, concise, closed loop communication across the many dimensions of the practice team:

Lead daily morning huddles and provide daily schedule communications and real-time updates as needed

Lead monthly all-team meetings

Provide ongoing training and development as needed

Orchestrate other team meetings (e.g., Lunch & Learns)

Other duties as assigned

Experience

Bachelor's Degree in business, education, or healthcare administration required or equivalent experience

At least five years of experience in outpatient practice management – women's health experience is preferred

Demonstrated program development capabilities and ability to make critical decisions without all of the answers, using sound judgement

Excellent communication skills – written and oral

Demonstrated ability to represent an organization's values and to carry out these job responsibilities effectively and professionally

Proven ability to build and lead strong, diverse teams and meet practice-level performance metrics

Benefits

Competitive compensation

Medical, dental, and vision insurance, with an HSA/FSA option

401(k) with employer match

Paid time off

Paid parental leave

Diana Health Culture

Having a growth mindset and striving for continuous learning and improvement

Positive, can do / how can I help attitude

Empathy for our team and our clients

Taking ownership and driving to results

Being scrappy and resourceful