Practice Manager II

Job Summary:

Manages administrative functions related to the operations of a large medical practice, a practice with multiple locations, and/or multi-locations. Directly responsible for the management of practice staff, facilitation of patient care, and daily operations of the practice. Surgical services under purview include, Colorectal, Thoracic, Plastic, Wound, and Vascular.

Essential Functions:

• Courteous, professional, and cooperative behavior toward patients, visitors, coworkers, and clinical providers. Performs duties as a team player, collaborating with other staff members.

• Understands how all staff positions function and actively participates in the daily operation of the office as appropriate. Provides assistance to the office staff to ensure the practice runs smoothly for clinical providers, patients, and caretakers.

• Is responsible for managing personnel related activities, including scheduled hours, attendance, time off requests, leaves of absence, discipline and discharge documentation, evaluations, and overtime.

• Engages and actively works to develop staff to reach their highest potential and meet professional goals. Supports staff in efforts to improve operations, as well as, individual and team performance.

• Encourages a culture of respect in the practice(s) for staff, patients, and visitors.

• Actively and openly supports participation in organizational initiatives.

• Supervises the daily operation of the office, including helping staff establish deadlines for work assignment and completion and monitoring work status and progress.

• Develops enhanced workflow mechanisms and procedures to increase office efficiency, and assists staff in understanding and implementing organizational policies and procedures.

• Works closely with the Professional Billing Office, Billing Compliance, Patient Service Center, and other professional teams within NWH, NWAS, and PHS to ensure appropriate and compliant documentation, billing, and charging practices.

• Implements revenue enhancement strategies to ensure financial sustainability of practice operations.

• Monitors copayment collection, including daily reconciliation of cash drawers for all applicable staff.

• Manages expenses, maintains an internal purchasing system, ensures proper supply inventories, prepares and executes purchase orders, remits payment for invoices in a timely fashion, and ensures responsible spending to meet (or exceed) budgeted goals.

• Compiles and presents reports on practice metrics, including but not limited to provider schedule utilization and productivity, staff payroll, timekeeping and attendance, practice revenue and expenses. When appropriate, implements changes informed by data from a variety of sources to systems or processes.

• Ensures office staff treats all patients and visitors as they would a beloved family member, consistent with the hospital’s mission. Promotes a customer service orientation and positive culture among staff members.

• Ensures that requests for information are handled promptly and effectively.

• Maintains strictest confidentiality of all information and ensures that all staff are compliant with local, state and federal regulations that govern Protected Health Information or other private data.

• Ensures that all patient care-related administrative functions are completed in a compliant, efficient, and timely fashion, partnering with other subject matter experts as needed. This includes, but is not limited to, scheduling, care coordination, medical records requests, billing and registration inquiries, and referral management.

• Addresses patient care-related issues or complaints in an effective and transparent manner, communicating lessons learned to prevent repetition of prior errors.

• Liaises with other managers, departments, or practices to maintain positive and productive working relationships for all staff and patients.

• Facilitates smooth practice operations for own practice, as well as other specialties that may cohabitate in the same or proximal physical locations.

• Performs all practice management functions in a large practice, a practice with multiple office locations, and/or a single office location with multiple clinical specialties.

• Effectively communicates with staff, patients, and visitors as needed.

• Performs other duties as assigned by Business Manager, hospital leadership, and clinical staff, and must be willing to take on additional responsibilities and provide assistance in all areas as needed.

Supervisory Responsibility:

The Practice Manager II operates as a member of the office management team and reports directly to the Administrative or Business Manager. They will supervise approximately 15 FTEs.

Qualifications:

Education

• Bachelor degree in health or business administration required
• Master’s degree and/or years of relevant work experience preferred

Knowledge

• Knowledge of organization policies, procedures, and systems
• Knowledge of health care administration practices / government and reimbursement regulations and requirements / HIPAA/OSHA regulations
• Knowledge of billing and collection practices, bookkeeping and accounting practices
• Knowledge of basic mathematics
• Knowledge of computer applications and use of calculator
• Knowledge of coding and clinic operating policies and procedures
• Knowledge of insurances, HMOs, and agency reimbursement procedures and practices related to collection activities

Skills

• Skill in planning, organizing, delegating, and supervising
• Skill in gathering and interpreting data
• Skill in verbal and written communication
• Skill in researching, preparing, and presenting comprehensive reports
• Ability to take initiative and to exercise independent judgment, decision-making, and problem-solving expertise
• Ability to understand and interpret policies and regulations
• Ability to prepare documents in response to complaints and inquiries
• Ability to work effectively with co-workers as a team member
• Ability to work effectively with staff, patients, public, and external agencies