Practice Manager

Practice Manager

Our client, a comprehensive medical practice combining Eastern and Western approaches, is seeking a Practice Manager for a direct hire role in Atlanta, GA.

The Practice Manager is responsible for the successful day-to-day operation of the medical practice. This role serves as the primary on-site leader for front-office and back-office operations, ensuring that the practice runs efficiently, patients receive an exceptional experience, providers are appropriately supported, and team members consistently meet established expectations. The Practice Manager is a hands-on leadership position. This individual should have a strong presence within the practice, proactively identify and resolve issues, hold team members accountable, and ensure that established workflows, policies, and procedures are being followed. The Practice Manager works closely with the Operations Manager and clinical leadership to communicate operational challenges, identify opportunities for improvement, and implement organizational initiatives at the practice level.

Key Responsibilities

• Oversee the daily operations of the practice and ensure the office is prepared and functioning appropriately each day.
• Maintain a visible and active presence throughout the practice.
• Monitor daily patient flow and proactively address delays, bottlenecks, or workflow issues.
• Ensure appropriate front-office and back-office coverage throughout the day, including lunches, call-outs, and unexpected staffing changes.
• Coordinate same-day staffing adjustments when necessary.
• Ensure treatment rooms, common areas, front desk areas, and other patient-facing spaces remain organized, professional, and appropriately stocked.
• Address routine facility, equipment, technology, and operational issues and escalate larger concerns when necessary.
• Ensure opening and closing responsibilities are consistently completed.

• Provide direct day-to-day leadership to assigned front-office and back-office team members.
• Establish clear daily expectations and hold employees accountable for completing assigned responsibilities.
• Monitor employee attendance, punctuality, professionalism, productivity, and adherence to company policies.
• Address performance or behavioral concerns promptly rather than allowing issues to continue.
• Provide coaching, feedback, and corrective guidance when expectations are not being met.
• Recognize strong employee performance and encourage a positive, accountable team culture.
• Conduct regular team check-ins and meetings as appropriate.
• Assist with onboarding and training new employees.
• Ensure employees remain appropriately trained on practice workflows, policies, systems, and patient service expectations.
• Escalate significant or recurring employee performance concerns to the Operations Manager and/or appropriate leadership.

• Maintain a high standard for the patient experience from check-in through check-out.
• Serve as the first level of leadership escalation for patient concerns and complaints.
• Resolve patient issues professionally, appropriately, and in a timely manner.
• Monitor front-office communication, phone etiquette, patient interactions, and overall customer service.
• Identify recurring patient experience concerns and communicate trends to the Operations Manager.
• Ensure patient privacy, professionalism, and confidentiality standards are maintained throughout the practice.

• Monitor provider schedules throughout the day for gaps, delays, scheduling errors, and opportunities to improve patient flow.
• Ensure the scheduling team follows established scheduling templates, appointment types, and scheduling policies.
• Address same-day scheduling issues and coordinate with providers and staff when adjustments are necessary.
• Monitor provider schedule utilization and communicate recurring concerns or opportunities to the Operations Manager.
• Ensure late arrivals, cancellations, reschedules, and other scheduling situations are handled according to established policies.
• Help ensure providers are appropriately supported so they can remain focused on patient care.

• Ensure patients are checked in and checked out accurately and efficiently.
• Monitor registration accuracy, insurance information, required forms, patient balances, and other front-office responsibilities.
• Ensure copays, outstanding balances, and other required patient payments are collected according to company policy.
• Monitor phone responsiveness, voicemail management, patient messages, and front-office task completion.
• Ensure appropriate follow-up occurs when patient administrative items remain outstanding.

• Ensure appropriate clinical staffing and room coverage for scheduled providers.
• Monitor patient rooming and turnover to support efficient patient flow.
• Ensure clinical areas are appropriately stocked and prepared.
• Monitor completion of assigned clinical administrative tasks and established workflows.
• Support communication between providers, clinical staff, and front-office staff.
• Escalate clinical concerns outside the Practice Manager's scope to the appropriate clinical leader.
• Reinforce established clinical workflows and operational standards.

• Monitor daily collection expectations and ensure appropriate patient payments are collected.
• Identify missed collection opportunities or recurring front-office financial errors.
• Ensure proper procedures are followed for outstanding balances and payment collection.
• Review appropriate daily reports and communicate significant discrepancies.
• Support organizational initiatives designed to reduce revenue leakage and improve collection performance.
• Escalate recurring financial or revenue-cycle concerns to the Operations Manager.

• Maintain appropriate levels of office and clinical supplies.
• Monitor inventory and prevent unnecessary or excessive ordering.
• Ensure established purchasing and approval processes are followed.
• Coordinate routine vendor and facility needs.
• Identify equipment or facility concerns and ensure they are addressed or appropriately escalated.
• Maintain an organized, clean, safe, and professional practice environment.

• Ensure employees consistently follow established company policies, procedures, and SOPs.
• Reinforce HIPAA, OSHA, safety, privacy, and other applicable practice requirements.
• Implement new operational processes and initiatives as directed by the Operations Manager or leadership.
• Identify workflows that are not functioning effectively and communicate recommendations to the Operations Manager.
• Ensure required documentation, logs, checklists, and other operational records are completed appropriately.

• Patient satisfaction
• Schedule utilization
• Appointment cancellations and no-shows
• Patient wait times
• Collection rates
• Outstanding patient balances
• Phone responsiveness
• Task completion
• Staff attendance and punctuality
• Overtime and staffing efficiency
• Provider support
• Inventory management
• Operational compliance
• Patient complaints and service recovery

The Practice Manager should understand the practice's performance goals, regularly review results, and take action when expectations are not being met.

Qualifications:

• Previous medical practice, healthcare operations, or healthcare management experience preferred.
• Previous supervisory or leadership experience strongly preferred.
• Strong understanding of medical office workflows and patient experience.
• Demonstrated ability to lead employees and hold team members accountable.
• Strong organizational and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong judgment and ability to appropriately escalate concerns.
• Comfortable reviewing operational metrics and using data to improve performance.
• Proficiency with electronic medical record/practice management systems and standard office technology.
• Ability to maintain professionalism and confidentiality when handling sensitive employee and patient matters.

Ideal Candidate:

The ideal Practice Manager is proactive rather than reactive. They notice problems before they become larger issues, take ownership of the practice, and are comfortable having difficult conversations when necessary. They should be highly organized, approachable, accountable, and solutions-oriented. They understand that excellent practice management requires balancing the needs of patients, providers, employees, and the organization. Success in this role means the practice operates smoothly, employees understand what is expected of them, providers feel supported, patients receive an excellent experience, and operational issues are addressed promptly rather than repeatedly escalated.