Job Summary

Practice Manager III will work independently and have primary responsibility for supervising the operational, Human Resource, administrative, and business functions, in large scale and/or multi-specialty practices along with all administrative and clerical staff of his/her assigned area(s).
The Practice Manager III must have the ability to perform and prioritize multiple tasks and work well with staff, patients, and providers. The Practice Manager III will be responsible for providing the necessary administrative and clerical support structure to encourage a patient-centric care environment, to include customer service functions such as telephone service, appointment and/or surgery scheduling, new patient coordination, authorizations and referral processes, and back office functionality.

Minimum Job Qualifications

• Licensure or other certifications: Current BLS certification required or must be obtained within 30 days of hire.

• Educational Requirements: Bachelors Degree

• Minimum Experience: Experience in Financial Management, Quality Improvement, Project Management and Program Development required. Previous supervisory experience managing Human Resource issues, particularly change management and labor relations required.

• Other: Bachelor's Degree is required plus a minimum of seven (7) years of progressive medical office experience in medical office registration, back-office clinical, scheduling and/or billing. A minimum of three (3) years healthcare supervisory or management experience. Equivalent combination of education and work experience may be considered in lieu of bachelors degree. Ambulatory care management experience strongly preferred. A high degree of independence, initiative, assertiveness, and diplomacy are necessary in dealing with providers, staff, and patients in a complex environment.

Preferred Job Qualifications

• Preferred Licensure or other certifications:

• Preferred Educational Requirements:

• Preferred Experience:

• Other:

Job Specific and Unique Knowledge, Skills and Abilities

• Knowledge of medical practices, terminology and reimbursement policies

• Excellent verbal and demonstrated written communication skills

• Excellent analytical and problem-solving skills

• Demonstrated ability to supervise operations and/or customer service

Essential Tasks and Responsibilities

• Daily Operations. Maintains clinic schedules for all clinical providers, across all assigned locations. Develops, changes, maintains and updates provider scheduling templates within the practice management system. Develops, monitors and maintains procedures for patient reception, appointments and cancellations and traffic flow in order to ensure consistently prompt, effective service to patients and visitors. Functions at the reception desk performing all functions of MOA level staff on a short-term basis for illness, personal emergencies and vacations. Monitors telephone systems within the practice; supervising staff phone encounters.

• Patient Relations. Provides customer service, solves basic patient complaints, trains and supervises staff on customer service skills. Differentiates patient complaints from risk management issues and elevated RM issues appropriately. Completion of Variance Reports. Demonstrated advanced customer recovery skills. Addresses significant customer concerns in an articulate and diplomatic manner both verbally and in writing.

• Provider Relations. Assists providers in managing patient schedules through the practice management system. Interacts with providers on day-to-day operational issues affecting practice. Produces and/or reviews an array of data to track provider activities (e.g.: productivity, compliance with regulatory requirements, etc.) Participates in the credentialing process for new providers.

• Supervision. Supervises daily activities of all practice staff involved with administrative functions (registration, new patient coordination, appointment and surgery scheduling, authorization, etc.), and all clinical staff involved in patient care activities. Responsible for assuring thorough orientation and training of all staff, often using or creating materials and orientation plans. Participates in maintaining thorough, accurate and current training materials and programs.

• Performance Review, Counseling & Coaching. Provides regular feedback on employee performance. Completes employee evaluations. Establishes performance improvement plans with employees. Drafts counseling memos and recommends and/or initiates disciplinary action when needed.

• Recruitment & Hiring. Processes PRC forms for new and replacement positions using existing job description. May also work with HR to revise and update job descriptions to reflect current job duties. Conducts and/or participates in interview process. Screens resumes to select interview candidates. Interviews job candidates and may select candidates for final round of interviews with physician leaders and/or Administrative Director. Makes hiring decisions.

• Facilities Management & Safety Regulations. Assures compliance with specified regulatory requirements using established policies and procedures. Provides staff with training and training materials on Safety requirements. Responsible for assuring practice performs well in safety rounds. Establishes plans for improvement to rectify deficiencies.

• Information Technology. Ensures appropriate training and certification of staff in use if all applicable IT systems and applications. Ensures proper training for staff and monitoring of patient privacy requirements in the in the use of IT systems (electronic, telephonic, etc.) Assures compliance with specified regulatory requirements using established policies and procedures. Establishes plans for improvement to rectify deficiencies.

• Health Information Management. Ensures proper training for staff in the maintenance of patient privacy and all HIPAA requirements with respect to release of patient information, etc. Ensures appropriate training, certification and access control of staff in use all clinical data and repository systems.

• Revenue Management. Performs revenue management functions for the practice, including developing a system for timely and accurate charge capture. Prepares or supervises preparation of encounter forms for batching or unit based charge entry (if applicable). Maintains log of missing encounter forms for follow-up and reconciliation. Follows up with providers for missing or incomplete encounter forms/charges/incomplete notes. Identifies common registration errors and acts proactively to reduce occurrence. Reviews rejection reports. Works with CBO to identify opportunities for improvement. Acts as practice depositor or delegates this duty. Supervises cash collection activities at front desk. Audits cash handling procedures. Monitors co-pay collection against expected collections. Works with CBO to identify changes/corrections to encounter forms, such as annual HCPCS/CPT/ICD-10 changes. May identify opportunities for improved format and/or revenue collection. Utilizes Epic system report functions. Understands research billing requirements and assures correct billing to accounts.

• Budget & Expense Management. Investigates expense variances. May provide input into direct expense projections. Maintains purchasing log, works with accounts payable, accounts receivable, and purchase orders. Has signature authority for approving accounts payable.

• Equipment & Furniture. Flags items for repair and reports safety issues. Orders equipment and maintains office supplies for the functionality of the office. Manages equipment maintenance agreements assuring vendor compliance with service standards.

• Cleanliness, Appearance, & General Maintenance. Responsible for significant facilities and compliance of direct reports to basic standards, (i.e.: offices, waiting area). Works with facilities management and environmental services to ensure ongoing facility maintenance. May oversee limited facility renovation projects.

Physical Demands

• Weight Lifted: Up to 50 lbs, Occasionally 0-30% of time

• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time

• Vision: Moderate, Occasionally 0-30% of time

• Kneeling/Stooping/Bending: Occasionally 0-30%

• Standing/Walking: Occasionally 0-30%

• Pushing/Pulling: Occasionally 0-30%

• Intensity of Work: Occasionally 0-30%

• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding