Job Description

Summary of Position

The Practice Manager is responsible for the daily operations of their assigned center(s). The Manager ensures the delivery of efficient, high-quality care through effective human resource management and the implementation of administrative systems and policies. The Manager keeps CHCGD’s mission, vision, and values at the forefront of all actions to ensure alignment. The Manager also identifies and capitalizes on new business opportunities through marketing initiatives and strategic planning.

Principle Duties and Responsibilities

1. Guiding and Developing Staff: Focuses on guiding others in accomplishing work objectives, rewards and recognizes others, both formally and informally in ways that motivate them. Sets clear performance expectations and objectives and holds others accountable for achieving results. Finds resources, training and tools to support staff needs.

• Interviews and hires new staff for assigned center(s).
• Implements orientation to assigned center(s).
• Coaches, counsels, and motivates staff utilizing Human Resources as a consultant.
• Encourages staff to perform to their potential.
• Maintains personnel files and conducts performance evaluations
• According to policy, implements corrective action as needed and terminates when necessary.
• Encourages the use of an open-door policy for all staff (including clinicians) issues and concerns.
• Partners with the medical, behavioral health, and dental directors on program implementation as requested.

2. Managing Work/Daily Operations: Shows ability to plan, schedule, direct work of self and others; balances task requirements and individual abilities; organizes materials to accomplish tasks, sets challenging yet achievable goals for self and others.

• Provides and promotes an environment which ensures quality work based on established standards.
• Ensure staff accurately utilizes Practice Management system functions such as scheduling, registration, check-in/check-out, and billing.
• Provides input into the annual budget and monitors expenses for the Center to meet the budget.
• Maximizes revenue opportunities through optimal scheduling, patient retention systems, etc.
• Reviews and approves employee time and attendance on a weekly basis, minimizing opportunities for overtime and lapses in staff coverage. Creates efficiencies in staffing, operations and procurement procedures to reduce expenses while maintaining patient satisfaction.
• Participates in the development of a strategic marketing plan to promote revenue opportunities and implements the plan as needed.
• Promotes a productive environment through equitable distribution/allocation of tasks and assignments.
• Ensures all cash collected is posted to the Accounts Receivable system. Makes bank deposits in a timely manner and forwards documentation to Finance.
• Assists staff with day-to-day operations utilizing established time management and delegation practices.
• Develops and provides reports to senior management as requested.
• Acts as a liaison for equipment and on-site maintenance, including facility needs.

3. Patient/Customer Focus: Makes patients and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains patient trust and respect; meets or exceeds patient’s expectations.

• Maintains a customer-focused attitude within the office.
• Serves as a role model by exhibiting excellent customer service skills.
• Monitors and provide feedback on patient service and telephone standards.
• Serves as a patient advocate and develops an environment for staff to act as patient advocates.
• Provides patient education and community referral information.

4. Quality Orientation: Monitors and ensures that quality standards are being met; demonstrates a high level of care and thoroughness to guarantee completeness and accuracy.

• Manages the timely implementation of Quality initiatives, regulatory compliance programs and process improvement projects. Follows expectations of quality initiatives as requested.
• Creates and monitors action plans resulting from patient and employee satisfaction surveys.

5. Team Leadership and Communication: Inspires motivation and engages with others collaboratively to recommend improvements and solve problems through appropriate, clear and concise communication. Clearly conveys and receives information and ideas through a variety of media to individuals and groups in a manner that engages the listener; helps them understand and retain the message and invites feedback.

• Motivates and inspires others by setting a positive example.
• Solicits and/or provides innovative ideas from staff, co-workers, and clinicians.
• Demonstrates good judgment.
• Shows accessibility to clinicians, staff, and management.
• Maintains open lines of communication with staff, providers, and management and provides appropriate written documentation often.
• Communicates with and acts as a liaison between other CHCGD centers, clinicians, and staff.

6. Adaptability and Innovation: Adapts well to changes in assignments and priorities, adapts behavior or work methods in response to new information, changing conditions or unexpected obstacles. Uses creativity and imagination to develop new insights into situations and applies new solutions to problems.

• Remains open to feedback for improvement and committed to professional development.
• Shows willingness to change, flexibility, availability and visibility.
• Models a positive attitude towards change and encourages staff to do the same.
• Forthcoming with patient, staff, clinician, or workflow concerns and proposes possible solutions for resolution.

Qualifications

1. Associate's degree or comparable experience required, bachelor's degree preferred.
2. Three years’ management experience required; healthcare preferred.
3. Demonstrated success in partnering with clinicians.
4. Strong communication, financial, and analytical skills.
5. Knowledge of electronic health records systems, spreadsheets, and other computer applications.
6. Demonstrated flexibility and ability to thrive in a fast-paced dynamic environment.

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